Purple Heart Services
VETERANS BUSINESS TRAINING CENTER (VBTC)
Earn while you learn—on a free computer!
This unique job training program is a 15-week (600-hour), Internet-based training program for disabled and combat-wounded Veterans and is provided by the Veterans Business Training Center (VBTC). Participants are trained to work from home in a variety of call center and help desk programs as virtual agents, prepared for employment within dozens of industries and professions. The program includes the following.
- Heavy focus on virtual PBX agent and Supervisor functions and features
- Intensive Microsoft Office training in Word, PowerPoint and Excel
- Full range of customer service/emotional intelligence training
- Stipend of $11 per hour while in training
- Advanced computer and all peripherals
Graduates are ready to step into the contact center/call center, help desk world.
Program syllabus:
- Call Center Structures : The Call Center Profession
- Call Center Operations : Performance Measurement
- Call Center Operations : Workforce Management
- Call Center Operations: Call Center Technologies
- Call Center Structures : Customer Relationships
- Introducing Contact Centers: Contact Center Essentials
- Introducing Contact Centers: CSR Success Criteria
- Introducing Contact Centers: Customer Response Etiquette
- Communicating Effectively: Building Customer Rapport 1
- Communicating Effectively: Building Customer Rapport 2
- Handling Contacts Professionally: Maximizing Call Performance 1
- Handling Contacts Professionally: Maximizing Call Performance 2
- Preparing for Mutual Success: Satisfying Customer Needs
- Preparing for Mutual Success: Reducing CSR Stress via emotional intelligence
Participants enter the program through the Department of Veterans Affairs. All potential students must be eligible for Vocational Rehabilitation and Employment’s Chapter 31 (VR&E). This chapter states a disabled veteran is eligible for career training in a certain field.
The VBTC is the educational entity within Purple Heart Services and is owned by the Purple Heart Service Foundation. The University of Michigan-Flint is the fiduciary agent for the program in the state of Michigan.
