Call Centre Course
Course Title: Call-Centre Course
PURPOSE OF THE UNIT STANDARDS
Contact Centres have become key business tools - integral to the way organisations achieve their business objectives. Contact Centres are a new industry - there is a need to develop career paths in this field, and it is a high growth industry constantly in need of skilled people.
WHO SHOULD ATTEND THIS TRAINING
Any individual who are or wish to be involved in the Contact Centre industry. Sales Managers, Contact Centre Managers, Sales Representatives, National Account Managers, Key Account Managers, Channel Managers, Contact Centre/Call Centre Supervisors, General Managers, Administration Staff, Category Managers, Telesales Clerks, Sales Directors, Client Services Clerks, Quality Assurance Staff, Contact Centre/Call Centre Agents, IT Staff
WHAT YOU SHOULD BE ABLE TO DO AT COMPLETION
A learner will be able to
- Identify Contact Centre customers and their needs.
- Respond to customers with factual and accurate information.
- Gather and process data specifically related to Contact Centres.
- Operate as a team member in a diverse working environment.
- Perform to the required standards and requirements.
- Implement and articulate operational activities in a Contact Centre.
WHAT YOU CAN BECOME AT COMPLETION
- Contact Centre Agent/Consultant
- Contact Centre Supervisor
- Contact Centre Coach
- Customer Service Representatives
- Customer Care Consultants
- Direct Selling
- Sales
- Tele Marketing
- Data Capturing
- Administration Clerks
- Receptionists
- Switchboard Operators
DURATION OF COURSE:
2 months {440 notional hours}
After one day contact session learner will be expected to complete work on their own and Submit POE’s within the notional hours requirement {2 months}, Learner is expected to attend another 1 day contact session to write their Summative assessment {exams} at the end of the course.
PRE- QUALIFICATION:
Grade.10 or an equivalent
Refer to timetable for roll-out dates. Course can be rolled out at the delegates’ premises in event of more than 7 delegates comes from same place/ company.
Cost per delegate: Refer to price list / courses are on part time or correspondence