Call Center Training

Frequently Asked Questions

 

Q: Why do I have to have training if I have previously worked in a Call Center? 

If you have strong call center experience you may not need this training.  This program was designed to strengthen the computer skills, communications skills, and multi-tasking abilities of those who want to acquire new skills, or whose skills are currently not strong enough to meet the job requirements.

 

The program would be ideal, for instance, for career changers with strong work histories but who have slightly different skill sets than what is required for customer care positions.

 

If you do have all the skills necessary for a job in a call center, it is important that you have your resume on file with the OneStop Office.

 

Q: What does certification mean and what can I do with it?

People often confuse these terms.  There are many types of certifications around – some are necessary and even required for a particular job; others are meaningless to most employers and operate similarly to some of the “diploma mills” that you may have read about.

 

York Tech awards certificates in many program areas.  The CCCC certificate you receive means that York Tech validates the training you received, as well as the levels of proficiency achieved during your training.  You will also take an assessment that measures your readiness to compete for call center jobs.  In addition, CCCC students are required to achieve WorkKeys scores of 4-4-4 which is the average required for similar jobs profiled by ACT.   While not all employers require WorkKeys, this provides an additional documentation of basic skills in the job seeker’s portfolio. 

 

Skills that can be documented or verified by assessment, testing, instructor observation, etc. are often perceived by an employer as a stronger assurance that the job seeker actually has the skills that (s)he claims to have. 

 

Q: How much is the pay?

The call center pay will depend on which company decides to locate here.  The pay in the Charlotte Region’s existing call centers ranges from entry level with no experience at $9.00 per hour to as much as $18.00 per hour for those residents with experience. The level of pay is also contingent upon the skill levels needed by the company.  Some call centers require greater skills and technical knowledge than others.  All of the call centers that may locate also offer a complete package of benefits including healthcare.

 

Q: What about the working hours? 

Working hours will vary but many call centers operate 24 hours per day, 7 days a week.  Most call centers look for both full-time as well as part-time – which means many of these jobs work great for students, retirees, and others not seeking full-time employment.

 

Q: Will I receive any pay for the hours of training?

No. This training provided through WIA Program does not include any type of payment for the hours of attendance.

 

Q: What if the local Call Center does not hire me?

The intent of this training is not strictly for Call Center jobs.  That’s why the program name is “Call Center-Customer Care Certificate.”  The skills included in the computer training and communications modules are sought by employers in many occupations.  Examples of some of the types of jobs utilizing these skill sets might be:  airline/hotel reservationist; insurance claims processing; travel agent; dispatcher (non-emergency or other); office receptionist; sales support staff; marketing support staff, and others. 

 

Call Center environments may not be the best fit for everyone; the certificate program provides what are known as “transferrable skills” which means that the skills you learn will prepare you for jobs in more than one area.

 

No program offered by the college – or any reputable educational institution -- ever carries with it a guaranteed job.  Personal attributes, work history, and other factors affect a job seekers’ ability to be successful in their job hunt.  However, the program provides several options for employment assistance including your local OneStop and the York Tech career services office.

 

The OneStop Office has staff to assist you with obtaining a job once you’ve completed the course – but there are no guarantees of a job upon completion.  There are more than 50 call center and back office operations in Lancaster County and the Charlotte Region.   As stated, the skills you receive from completing this course can help you find a job in many career fields as these skill sets are transferrable to a number of different jobs and careers.