Associate of Applied Science

Business Technology
Major: Management
Specialization: Call Center Management

call center

Length: Two-year Program - Four semesters

Purpose: With the development of business and industry in Virginia, there is a demand for qualified personnel to assist business management in this economic growth. The Associate in Applied Science Degree curriculum in Management with a specialization in Call Center Management is designed for individuals who seek employment in Call Center management immediately upon completion of the community college curriculum. Individuals who are seeking the first employment in a managerial position and those presently in management who are seeking promotion may benefit from this curriculum.

Occupational Objectives:

Call Center Supervisory Position  Employee/New Hire Trainer
Department Head Administrative Positions
Office Manager Trainee  

Admission Requirements: In addition to the admission requirements established for the college, entry into the Business Management program requires high school English, keyboarding, computer skills, and mathematics proficiency. Deficiencies can be made up for English and mathematics through the College's developmental studies program. Keyboarding and computer skills deficiencies can be made up by enrolling in AST 114-115 and ITE 100 during the first semester of the Management program.

Program Requirements: The first two semesters of the curriculum in Management are similar to other curricula in business. Additionally, each student will pursue the call center specialty in management. The curriculum will include technical courses in business management, courses in call center management and related areas, general education, and electives. Instruction will include both the theoretical concepts and practical applications needed for future success in business management. Students must consult with their faculty advisor in planning their program and selecting electives and/or substitutes. Upon satisfactory completion of the four-semester program, the graduate will be awarded the Associate in Applied Science Degree in Business Technology with a major in Management, Specialization: Call Center Management.

*Internship or Supervised Study will be done in the semester that the student completes the Management Program. The student must have completed all BUS classes except for one when enrolling in BUS 290 or BUS 299.

Course
Number		 Course Title Lecture
Hours		 Lab
Hours		 Course
Credits
First Semester
         
MTH 120* Fund. of College Mathematics 3 0 3
MKT 100 Principles of Marketing 3 0 3
SDV 106 Preparation for Employment 1 0 1
ENG 111** College Composition I 3 0 3
ITE 127 Microcomputer Software: Beg. Windows 1 0 1
AST 171 Introduction to Call Center Services 3 0 3
PED Health or Physical Education 0 2 1
TOTAL 16 2 15
         
  Second Semester      
ITE 140 Spreadsheet Software 3 0 3
AST 205 Business Communications 3 0 3
BUS 111 Principles of Supervision 3 0 3
ENG 112** College Composition II 3 0 3
ELECTIVE Psychology or Government 3 0 3
ELECTIVE Humanities/Fine Arts 3 0 3
  TOTAL 18 0 18
         
  Third Semester      
ACC 211 Principles of Accounting I 3 0 3
ACC 213 Principles of Accounting Lab I 0 2 1
BUS 200 Principles of Management 3 0 3
BUS 241 Business Law I 3 0 3
ECO 120 Survey of Economics**** 3 0 3
PED Health or Physical Education 0 2 1
BUS 251 Coaching and Development in a Customer Care Center 1 0 1
SPD 100 Principles of Public Speaking 3 0 3
  TOTAL 16 4 18
         
  Fourth Semester      
ACC 212 Principles of Accounting II 3 0 3
BUS 204 Project Management 3 0 3
BUS 254 Customer Care Center Trainer 1 0 1
BUS 253 Quality Assurance in Customer Care Centers 1 0 1
BUS 252 Customer Care Center 3 0 3
Operations Management		 3 0 3
BUS 205 Human Resource Management 3 0 3
ELECTIVE***** Humanities Fine Arts 3 0 3
BUS 290/ Coordinated Internship/      
299 Supervised Study 0 5 1
         
TOTAL 15 5 18

Total Minimum Credits for the Management Major                   69

* Students may substitute either MTH series 151-152,163-164, 271- 272, for MTH 120 and BUS 122.
** Students who do not wish to pursue a Baccalaureate degree in Management Technology may substitute ENG 101- 102 for ENG 111-112.
*** Students who wish to pursue a Baccalaureate degree are urged to enroll in ITE 115.
**** Students who wish to pursue a Baccalaureate degree are urged to enroll in ECO 201.
*****Humanities/Fine Arts: Students may choose from the following courses: Philosophy, Religion, Music Appreciation, Art Appreciation, and Foreign Language.