About the Program
Get a Certificate! Get Noticed! Get a Rewarding Job!
The Opportunity Calls program is a customer service and contact center program for individuals seeking dynamic, real-world job training leading to successful competitive employment in customer service. The Opportunity Calls program is designed specifically to serve individuals with disabilities or others with barriers to employment.
Program Highlights
- Industry standards for communication
- Individualized attention
- Live call training scenarios
- Online tools, practical application and coursework material
- Pre- and Post-Skills Testing
- Certificates for module and course completion
- Support with job search and job placement *Placement is not guaranteed
Core Competency Trainings
Business Technology
- Knowledge of modern office equipment
- Ability to operate a personal computer
- Ability to maintain records and files
- Competency in managing multiple computer screens and applications
- Understanding of Microsoft Office applications, including Word, Excel
and Outlook. - Minor Hardware Maintenance and Troubleshooting
Essential Workplace Standards
- Professional expectations
- Reliability
- Interpersonal and Business Communications
- Telework Business etiquette
- Organizational skills
Operational Policies and Procedures
- Contact Center Operations Procedures
- Telework Specific Policies
- Attendance Policy
- File Transfer/Storage Policy
- Remote Office Policy
- Login/Logout Procedures
General Customer Service and Contact Center Knowledge and Skills
- Interpersonal/human relations skills
- Telephone etiquette skills
- Confidentiality Training
- Ability to follow established systems and procedures
- Customer escalation policies and processes
- Ability to follow customer scripts
Industry Best Practices and Service Levels
- Creating Memorable interactions building customer Loyalty
- Average Speed to Answer (ASA)/ First Contact resolution (FCR)
- Ensuring the accuracy of data entry into the application software
- Memorable call performance
- Meeting minimum “talk time” percentages and other metrics
- Quality performance standards
For training inquiries, please contact Dianne.Duncan@abilities.org
Location
2735 Whitney Road
Clearwater, Florida 33760
727-600-8944
Licensed by the Florida Commissions for Independent Education (License #6483)
