powered by
Center for Curriculum and Transfer Articulation
Major: 5199N
Effective Term: 2018 Summer   

Award: CCL  
Total Credits: 12-13
CIP Code: 52.0411
Instructional Council: Occupational Administrators
GPA: 2.00
SOC Code: 43-4051


Description: The Certificate of Completion (CCL) in Broadband Telecommunications program is designed to provide students with training required for employment in the broadband telecommunications industry. Initial courses focus on customer interaction in the digital telecommunications area and then provide an opportunity to specialize in customer service procedures in the areas of accounts or technical support.



Required Courses
CSR215 Digital Telephone Customer Service 1
CSR225 Digital Telecommunications Customer Service 2
CSR226 Digital Telecommunications Customer Interaction 1
CSR228 Telecommunications Database Navigation 1
TLT154 Technical Support Representative Foundations 2

AND

Specialization 1: Customer Service Accounts - Credits: 5
CSR220 Sales and Retention 2
CSR224 Communications Industry Billing Practices 1
TLT152 Telecommunications Product Knowledge 2

OR

Specialization 2: Customer Service Technical Support - Credits: 6
TLT155 Technical Support Representative Telephony 2
TLT160 Video Technical Training 2
TLT163 High Speed Internet Technical Training 2
Credits: 12-13

Program Competencies
1. Create and modify a customer`s digital telephone service. (CSR215, CSR225)
2. Practice various customer service communication techniques. (CSR215, CSR225, CSR226, TLT154)
3. Summarize various telecommunications services including credit checks, deposit collection, Internet connections and digital television upgrades. (CSR215, CSR225, TLT154)
4. Input data into a digital telecommunication database. (CSR225, CSR228)
5. Summarize procedures for navigating a digital telecommunication database. (CSR225, CSR228, TLT154)
6. Log-on to a computer workstation and manage computer files and folders. (CSR225, CSR228 TLT154)
7. Summarize the advantages and disadvantages of various Internet connection types and phone service types. (CSR225, TLT152)
8. Describe various industry packages and plans. (TLT154)

AND

9. Demonstrate skills and behaviors necessary for successful and effective completion of inbound sales and retention calls. (CSR220)
10. Summarize billing procedures, collection policies, direct deposit procedures and credit policies to customers. (CSR224)
11. Apply payments and service adjustments to a customer`s account. (CSR224)
12. Compare and contrast video, internet, and telephone services. (TLT152)
13. Review advantages and disadvantages of telecommunications product types and various features associated with each service. (TLT152)

OR

9. Schedule home repair visits for various digital telecommunication services. (TLT155, TLT160)
10. Explain use of telephony, video, and high-speed internet features. (TLT155, TLT160, TLT163)
11. Resolve various digital service interruptions for customers. (TLT155, TLT160, TLT163)
12. Use a digital telecommunications database. (TLT155, TLT160, TLT163)
13. Troubleshoot various telecommunication service issues. (TLT155, TLT160, TLT163)
14. Identify and correct various telecommunication service reception problems. (TLT160, TLT163)
+ indicates course has prerequisites and/or corequisites.
++ indicates that any suffixed course may be selected.
MCCCD Governing Board Approval Date: May 1, 2018

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.





FreeForm1