Industry Certificate in Professional Contact Centre (12 Months)

Last Updated September 27, 2022


The Industry Certificate in Professional Contact Center aims to prepare individuals with the right communication skillsets to handle, mitigate, and assist customers through front desk services such as help centres, customer support, and so on so forth.

Students will learn strategies and techniques in dealing with customers, while also developing effective communication skills to build rapport with both customers and colleagues. Students will also go through training to work on their problem solving and decision making skills, which provides them with additional qualifications that boosts their visibility in the job market.

Through this course, students will become customer service professionals, meeting the hiring needs of employers and gaining more career opportunities in the customer service sector.

Learning Objectives

Understand the principles of contact centre operations
Apply effective communication during customer interaction
Develop effective telephone skills

Career Options

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


  • 16 years old and above
  • PC Desktop / Laptop/ Any device
  • Stable Internet Connection

Material Includes

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

Course Outline

62 Lessons80h

Module 1: Positive Work Attitude

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

Module 2: Time Management & Goal Setting

Module 3: Effective Team Communication

Module 4: Problem Solving And Decision Making

Module 5: Creating High Performance Team

Module 6: Managing Change

Module 7: Public Speaking And Presentation Skills

Module 8: Principles Of Contract Centre Operations

Module 9: Customer Service Excellence

Module 10: Telephone Service Excellence

Your Instructor(s)


Learning Facilitator

1 Course
0 Reviews
0 Students
Letchu brings extensive experience in operations and customer services management. He has an impressive 27 years experience in F&B, Retail and Contact Centre. He has 13 years experience in managing Contact Centre Operations for American Express, HSBC Bank, British American Tobacco and Xerox managing Card Products, Banking, IT and HR.. Letchu is a Certified HRDF Trainer. In addition, he has also completed ITIL, Competency Management and Prince2 Project Management. Letchu is a Learning Facilitator specialising in Leadership, Management and Soft Skills training.  
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School Leavers, Diploma/Degree Holders, Working Adults
62 lessons
Class 80 hours
Assessments Yes
Certificate Yes
Job Placement Guaranteed
Scholarship Available


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