CSBS BAI Course Catalog

Contact Center

Contact Center: Authentication and Privacy 25 minutes This interactive course provides learners with an overview of their role in maintaining customer privacy during phone, instant message, text, or email discussions. It also identifies Customer Identification Program (CIP) requirements for individuals and businesses. 20 minutes This interactive course provides an overview of fraud and identity theft, including how to identify red flags for identity theft and how to respond to suspicious activity and unauthorized transactions. 20 minutes This interactive course provides learners with an overview of their role in responding to customer complaints, including how they may receive complaints, the potential compliance implications of complaints, and best practices for handling complaints. 25 minutes This interactive course provides an overview of inbound communication at contact centers, including best practices for public versus private chat sessions and when and how to transfer communication. Contact Center: Fraud and Unauthorized Transactions Contact Center: Handling Complaints Contact Center: Inbound Communications Contact Center: Managing Your Time 20 minutes This interactive course provides learners with an overview of how to effectively manage their time on the job, including best practices for managing contact times, becoming more efficient, and handling multiple conversations over different channels. 15 minutes This interactive course provides learners with an overview of their role in matching products and services to customers' needs and discusses the key components of various products and services. 20 minutes This interactive course provides an overview of outbound communications for contact centers, including best practices for handling outbound communications and the regulations that prevent certain kinds of outbound communications. 25 minutes This interactive course provides learners with an overview of how to handle the sales aspects of consumer interactions and addresses ethical considerations for the contact center environment. It also outlines best practices for call monitoring and coaching. 20 minutes This interactive course provides an overview of customer service best practices, including how to communicate effectively with customers and handle difficult situations, like consumer complaints. Contact Center: Matching Products to Consumer Needs Contact Center: Outbound Communications Contact Center: Sales Process and Ethics Contact Center: Service and Support Contact Center: Introduction to Contact Center 15 minutes This interactive course provides an overview of the role and responsibilities of contact center staff.

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