***Call Centre Dynamics 2024***


Course Description
The best call centre technology in the world won’t improve your call centre’s overall performance if your call centre agents don’t have the skills to handle sales and customer service calls. Common problems are poor telephone skills, poor handling of the customer’s needs, inactive listening, and inconsistent adherence to business processes
Most organizations recognize that effective call centre training is the fastest way to boost revenues and reduce the losses associated with poor performance and productivity.

Course Content

This course is ideal for any person wishing to get a broad concept of call centre functions, teamwork and leadership skills

• Development and Growth of the Call Centre
• Type, Application and Strategies of the Call Centre
• Call Centre duties and Functions
• Call Centre Technology
• Communication and Active Listening
• Telephone Etiquette
• Call Centre Team Concept
• Team Conflict Decision Making & Problem Solving
• Team Motivation and Personal Development

Contact Details
Contact Person:
Academy Training Group - 011 394 1383
Contact Email:
kempton [at] academytraining.co.za
Course Details
Course Duration:
2 Days
Course Delivery Method:

E-learning E-learning

Blended Blended

In Class In Class

Distance Distance

Presented Presented Courses

In House In-House

On Demand On Demand

on request




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