1st Competency-Based Educational Institution in Malaysia

Industry Certificate in Professional Contact Centre

  • Course Level Beginner
  • Course Type Virtual
  • Course Duration 30 Days/120 Hours
  • Course Language English
  • Upcoming Intakes June, August, October, December
  • Job Guaranteed Yes

Program Overview

A Professional is someone who demonstrates the attitude, skills and knowledge of a profession at the highest level

Professional telephone behavior can be acquired. It is a set of vital skills that applies to everyone within an organization, as the telephone places everyone in the front line. The behavior of the person answering the phone will represent the attitude of the organization as far as the caller is concerned.

Therefore it is absolutely critical that we demonstrate the highest level of call skills

This program provides a holistic view of Contact Centre operations and management. The largest volume of activity for most contact centers is phone volume. Also, learn about non-voice Contact Centres. Learn about inbound phone service process, as well as inbound phone service metrics and how to set appropriate inbound phone service performance targets. Understanding the journey of a contact from the contacter’s fingertips when they finish dialing, to the point that the phone is answered by a contact center agent is very important to achieving high levels of customer satisfaction and avoiding customer dissatisfaction. Contact Centre is all about customer experience.

Customer satisfaction is a measure of how products and services supplied by a company or organization meet or surpass customer expectations. It is seen as a key performance indicator within contact center operations and is often part of a Performance Scorecard. In a competitive marketplace, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

In summary, the operations fundamentals are having the right number of agents, taking the right number of contacts, and delivering excellent contact quality.

Learning Outcomes

  • Able to develop superior service mindset and communication skills
  • Able to demonstrate professional telephone behavior
  • Learn the skills and techniques managing difficult customers


  • 16 years and above

Learning Activities

  • Quiz & Test
  • Practical Exercise Case Studies Learning Activities
  • Group Study
  • Self-evaluation Training

Career Options

  • Customer Service Expert
  • Customer Service Manager
  • Operations Executive
  • Operations Manager
  • Head of Call Centre

Technology Requirements

  • PC Desktop / Laptop
  • Stable Internet Connection

Why Study Professional Contact Centre

Better Employability

To enable the development of new skills and earn a better employment opportunity

Be a Professional

Understanding the definition, structure, and principles of working in operations and call centre line

Improve your Communication

Learn how to communicate professionally and project yourself with confidence 

Offer value

Prolong customer lifetime value by servicing them with the highest level of service mindset

Course Outline

Module 1: Principles Of Contract Centre Operations

– The Contact Centre Business
– The Technology Used in Contact Centres
– Contact Centre Processes

– Non Contact Type Of Work
– Performance Management
– Key Operations Control Areas

Module 2: Customer Service Excellence

– The Service Perspective
– Your Role As A Service Person
– Why Service Fails
– Going The Extra Mile
– Types Of Customers
– Dealing With Difficult Customers
– Resolving Complaints

Module 3: Telephone Service Excellence

– The Telephone Service
– The Perception Of Telephone Service
– Telephone Skills – Opening
– Telephone Skills – Body
– Dealing With Difficult Customers
– Closing The Call

Module 4: Effective Team Communication

– The Communication Process
– Challenges In Communication
– Verbal Quality
– Vocal Quality
– Visual Quality
– Questioning Skill
– Listening Skill

Module 5: Time Management

– Writing Smart Goals
– Writing Smart Goals
– Managing Activities
– Tips To Take Charge
– Prioritizing And Delegation
– Action Planning

Module 6: Problem Solving And Decision Making

– The Problem
– Analyzing The Problem
– Problem Solving Tools
– Implementing Action Plan
– Continuous Improvement

Module 7: Creating High Performance Team

– Team Dynamics
– Stages Of Team Development
– Team Member Behavior
– Aligning People
– Solving Problems
– Staying High Performance

Module 8: Managing Change

– Why Change Is Necessary
– Leading Change
– Managing Change
– Change And You
– Sharpen Your Skills

Module 9: Positive Work Attitude

– The Organization
– The Employee And Employer
– Knowing Self
– Self Motivation
– Working With People
– Work And You
– Your Boss And You
– Marketing Yourself

Module 10: Public Speaking And Presentation Skills

– Introduction To Effective Presentation
– Preparing For An Effective Presentation
– Engaging The Audience
– Presenting With ‘Presence’
– Managing Diversity In Audience And Situation

Apply now or speak with our Career Advisors

Find out more on how to apply for our courses or perhaps inquire about our scholarships by booking a slot with our Career Advisors.