IT Contact Centre Customer Care Agent is a non-restricted certified trade regulated by the Apprenticeship and Certification Act. Upon successful completion of the program, a person working in this trade is entitled to a Certificate of Apprenticeship.

Training Standard

Program Duration

Approximately 4000 hours on the job and in school training as determined by industry guidelines.

Work Description

IT Contact Centre Customer Care Agent is a person who:

• Maintains a safe work environment for self and others
• Maintains a functional help desk environment
• Communicates effectively with clients, co-workers, and supervisors
• Demonstrates quality customer service skills
• Creates and maintains required documentation
• Demonstrates a thorough knowledge of computer components and PC technology
• Demonstrates coaching and mentoring skills
• Establishes and maintains quality client relationships
• Demonstrates quality client service skills
• Liaises with manufacturing, sales, support and financial services
• Handles pre-sales and post-sales services
• Reviews and distributes cross-functional information
• Demonstrates effective negotiating skills
• Supports sales organization through customer care activities

On-the-Job Training

At the time of registration, an apprentice receives an Apprenticeship Schedule of Training. The Apprenticeship Schedule of Training outlines the skills training objectives or competencies to be learned on the job. These competencies equip an apprentice to work in the occupation as a certified skilled worker or "journeyperson". The employer or sponsor or trainer of the apprentice signs the relevant section of the training standard to indicate the progress of the apprentice in learning individual training objectives. This signature demonstrates that an apprentice has learned the skills established by industry that are essential for being a skilled worker.

Off-the-job Training

IT Contact Centre Customer Care Agent apprentices require three levels of theoretical and practical training. Depending on availability at the chosen delivery agency, this training may be completed in one of the following ways:

• Block release
• Day release
• Part time
• On-line

At the time of registration, the training consultant discusses the schooling options to arrange the most suitable option for the apprentice and the sponsor/employer.

Off-the-job training for IT Contact Centre Customer Care Agent apprentices includes 180 hours of instruction in:

LEVEL 1 - Common Core:

• S0791.0 Information Technology Contact Centre Environment
• S0792.0 Communications
• S0793.0 Information Technology Contact Centre Technologies
• S0794.0 Workplace Professionalism
• S0795.0 Customer Service

LEVEL 2 - Customer Service Agent:

• S0820.0 Advanced Customer Service