LCC reinstates call center classes.Byline: Sherri Sherri is a given name, and may refer to:
Four years after it discontinued dis·con·tin·ue
v. dis·con·tin·ued, dis·con·tin·u·ing, dis·con·tin·ues
1. To stop doing or providing (something); end or abandon: a program that prepared students for call center/customer service jobs, Lane Community College is reinstating it.
"Your New Career Is Calling," proclaims a flier advertising the short-term Short-term
Any investments with a maturity of one year or less.
1. Of or relating to a gain or loss on the value of an asset that has been held less than a specified period of time. training program, which will run from Jan. 23 to March 17.
With the steady growth in Lane County's call-center industry, and the pending opening - and planned expansion - of a 240-employee reservations call center in Springfield for Royal Caribbean Cruises Ltd., LCC (Leadless Chip Carrier, Leaded Chip Carrier) See leadless chip carrier, CLCC and PLCC.
1. LCC - Language for Conversational Computing. Written at CMU in the 1960's. officials decided it was time to restart To resume computer operation after a planned or unplanned termination. See boot, warm boot and checkpoint/restart. the eight-week certificate program.
The college had offered a similar program in 2000 and 2001, and it had an 85 percent success rate in placing graduates in jobs, said Shirl Meads, project coordinator for LCC's Workforce Development Depart- ment.
But the program was discontinued when it became harder for those graduates to find jobs in the industry, she said.
"I think when you do a lot of training, you tend to saturate sat·u·rate
v. Abbr. sat.
1. To imbue or impregnate thoroughly.
2. To soak, fill, or load to capacity.
3. To cause a substance to unite with the greatest possible amount of another substance. whatever the market is," Meads said.
But the Workforce Development Department thinks demand is back, from students who want to enroll in the $758 program - a maximum of 20 will be admitted this term - and from call center employers eager to hire graduates.
About 10 call centers, ranging from Northwest Direct Teleservices' 125-employee center in west Eugene to Symantec's 984-employee customer service center in Springfield, operate in Lane County.
The industry employs 1,174 workers in Lane County - and the number would be nearly double that if Symantec's work force were included.
But the Oregon Oregon, city, United States
Oregon, city (1990 pop. 18,334), Lucas co., NW Ohio, a suburb adjacent to Toledo, on Lake Erie; inc. 1958. It is a port with railroad-owned and -operated docks. The city has industries producing oil, chemicals, and metal products. Employment Department classifies those workers under a different industry code, computer workers rather than call center workers.
The average annual wage at call centers in Lane County last year was $18,877, or $9.08 an hour, compared with an average annual wage of $31,338, or $15.07 an hour, for all occupations.
Royal Caribbean is the latest addition to the local call center industry.
It plans to expand quickly: from 240 employees when it opens next month, to 600 employees by 2008, and up to 1,000 employees by 2009, said Chris Monnette, head of trade and support service at Royal Caribbean's Springfield center.
He said he's eager to learn more about LCC's program, and that it could be a good resource for Royal Caribbean's ongoing need for cruise representatives.
"My general sense is anything we can do to help train and educate the work force would be good for us," Monnette said.
He estimates that at least half of the recently hired cruise representatives do not have previous call center experience.
"What we're looking for Looking for
In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. are people with customer service skills," he said.
Employers Overload See information overload and overloading. , a staffing service that screens applicants for a local 200-employee call center - not Royal Caribbean - also is interested in LCC's training program, branch manager Peggy Peggy may refer to:
Thompson, city (1991 pop. 14,977), central Man., Canada, on the Burntwood River. A mining town, it developed after large nickel deposits were discovered in the area in 1956. said.
The firm recently called LCC to ask when graduates of the program would complete the program, Meads said.
"I think it's good confirmation when you get calls from employers asking when will your graduates be available," Meads said.
The 154-credit hour curriculum will emphasize keyboarding, communication skills, customer service, and marketing techniques.
Compared with the earlier training program, this one will cover more communication skills, and won't spend as much time on basic computer skills, Meads said.
For example, "We added diction and enhanced the speech part of it to make sure people are speaking clearly and are using common language - not slang or colloquialisms," she said.
The training program sounds useful, said Kevyn Myers, vice president of Pentagon Federal Credit Union Pentagon Federal Credit Union is a Federal credit union headquartered in Alexandria, Virginia, chartered and regulated under the authority of the National Credit Union Administration (NCUA). , which has a 250-employee call center in Eugene.
"If someone listed that on their resume, we'd definitely bring them in for an interview," she said.
Not all call center employers think the program could help their recruitment efforts, however.
"I kind of stay away from customer-service oriented o·ri·ent
1. Orient The countries of Asia, especially of eastern Asia.
a. The luster characteristic of a pearl of high quality.
b. A pearl having exceptional luster.
3. (training) because they're usually not the greatest sales people," said Bret Mullins, site director at Northwest Direct Teleservices.
Northwest Direct is primarily an outbound out·bound
Outward bound; headed away: outbound trains.
Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" center, making sales calls for a range of financial institutions and insurance companies.
"We're very upbeat, positive and enthusiastic," he said.
The emphasis at Northwest Direct isn't on customer service, or making the customer feel comfortable, Mullins said. It's always on trying to close the sale, he said.
The LCC classes will run most weekdays from about 8 a.m. to 2:30 p.m., Meads said. They should appeal to a range of students, from people eager to build a career in the call center industry to retirees interested in part-time work, Meads said.
The four instructors teaching the classes have been "handpicked to work with a vast array of learning styles, learning skills and levels," Meads said.
CALL CENTER TRAINING
LCC offers new short-term certificate program
Jan. 23 to March 17
For more information: 463-5229