Maricopa Community Colleges  CSR155   19986-20012 
Official Course Description:   MCCCD Approval:  05/26/98
CSR155      19986-20012 LEC 2 Credit(s) 2 Period(s)
Responsibilities of a Telemarketer
Telemarketing representative's responsibilities and performance management. Includes credit card basics, industry cycles, marketing features and credit card types. Computer system use emphasized. Prerequisites: None.
 
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MCCCD Official Course Competencies:
 
CSR155   19986-20012 Responsibilities of a Telemarketer
1. Summarize responsibilities of a telemarketing representative. (I)
2. Examine key performance measures against which a telemarketing representative is measured. (I)
3. Summarize procedures and definitions of the credit card industry. (II)
4. Explain types of consumer credit. (II)
5. Summarize processes for the industry cycles of authorization and transaction. (II)
6. Differentiate between types of credit cards. (III)
7. Utilize a computer system to perform various cardmember services and functions. (IV)
8. Identify various screens and icons on the computer system. (V)
9. Summarize the procedures for Balcon. (VI)
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MCCCD Official Course Outline:
 
CSR155   19986-20012 Responsibilities of a Telemarketer
    I. Telemarketing Representative
        A. Core Responsibilities
        B. Computer System Responsibilities C. Performance Management
          1. Definition
          2. Productivity 3 Monitoring
          4. Side By Side
          5. Audits
          6. Taped Calls
          7. Other Measurement Criteria
          8. Being a Professional D. Time Management
          1. Time-Saving Guidelines
          2. Avoid Procrastination
          3. Handling Interruptions
      II. Credit Card Industry Basics
          A. Types of Consumer Credit
            1. Closed-Ended
            2. Open-Ended
            3. Revolving
          B. Debits and Credits
          C. Credit Card Products
          D. Check Based Credit Product
          E. Account Numbers
          F. Bank Identification Number (BIN) G. Billing Cycle
          H. Bill Dates
          I. Payment Dates
          J. Minimum Payment
          K. Credit Line
          L. Annual Fee
          M. Annual Percentage Rate (APR)
            1. Definition
            2. Fixed Rate
            3. Variable Rate
            4. Prime Rate
            5. Federal Funds
            6. Quarter Prime N. Industry Cycles
            1. Authorization Cycle
            2. Authorized
            3. Transaction Cycle O. Marketing Features
            1. Visa and Mastercard
            2. Additional Features
            3. Fee Services
            4. Product Enhancements
            5. Customer Communication
            6. Internal Credit Cards
        III. Credit Card Types
            A. Standard or Generic Products
            B. Specialty Products
            C. Co-Brand Products
            D. Check-Based Products
            E. Optional Fee Products
            F. Optional Services
          IV. Computer System Overview
              A. General Rules
              B. Signing On
              C. Updates Window
              D. Menu Bar
              E. Icon List
              F. Field Definitions
              G. Account Information
                1. Liability
                2. Individual/Joint
                3. Authorized User(s)
              H. Pop-Up Windows
            V. Computer Screens and Icons
                A. Introduction
                B. General Rules
                C. Search - Alpha
                D. Additional Users
                E. Social Security Number Search
                F. Account Profile
                G. Dual Account Number Reference
                H. Credit Line Increase Icon
                I. Partial Increases
                J. Additional Icons
              VI. Balcon
                  A. Acquisitions Balcon (New Customers)
                  B. Balcon Eligibility (Existing Customers)
                  C. Credit Policy Exclusions
                  D. Marketing Criteria
                  E. Householding
                  F. Retention Screening
                  G. Types of Balcon Offers
                  H. Contingent Credit Line Increase (CCLI)
                  I. Terms
                  J. Balcon Workform
                  K. Reading Balcon Information
                  L. Direct Pay
                  M. Check Register
                  N. Lost Accounts
                  O. Navigating the Pricing Form
                  P. Grandfathered/Not Grandfathered
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