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Click here for training providers specialising in Call Centre training and Contact Centre training
Click on the links below for Call Centre training courses in the following regions:
CALL CENTRES
International contact centres to open in Cape Town
Tue, 17 Nov 2009
Call centre makes business easier for investors
Sun, 18 Oct 2009
The investment call centre launched in Soweto will make doing business easier for both local and international investors, says Trade and Industry Minister Rob Davies. The Cheshire Home-based Call Centre is part of the department’s new strategy on investment promotion and facilitation.
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TRAINING LEADERSHIP CONSULTING
Leveraging Lean Six Sigma in call centres
Tue, 18 Aug 2009
"Many functions in the Call Centre are essential, (and) Lean Six Sigma takes a fresh approach of looking for the root cause of the problems lying up stream of our essential call centre processes," writes Rick McCarthy and Alan Hockey.
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TRAINING LEADERSHIP CONSULTING
Solving core business problems by listening to call centres
Mon, 03 Aug 2009
Call Centres are a function of everything that happens within an organisation. Thus separating a call centre from its business organisation may remove the vital link that enables operational improvement, writes Rick McCarthy and Alan Hockey.
...more
You can choose from more than 60 training providers who are listed on our website.
Click here for training providers specialising in Call Centre training and Contact Centre training
Click on the links below for Call Centre training courses in the following regions:
CALL CENTRES
International contact centres to open in Cape Town
Tue, 17 Nov 2009
An international company, Teleperformance, is to set up two contact centres in Cape Town, which are expected to create 2000 jobs by 2012. The company expects the site to grow throughout 2010 to a potential of more than 1 000 seats.
...more
CALL CENTRECall centre makes business easier for investors
Sun, 18 Oct 2009
The investment call centre launched in Soweto will make doing business easier for both local and international investors, says Trade and Industry Minister Rob Davies. The Cheshire Home-based Call Centre is part of the department’s new strategy on investment promotion and facilitation.
...moreLeveraging Lean Six Sigma in call centres
Tue, 18 Aug 2009
"Many functions in the Call Centre are essential, (and) Lean Six Sigma takes a fresh approach of looking for the root cause of the problems lying up stream of our essential call centre processes," writes Rick McCarthy and Alan Hockey.
...moreSolving core business problems by listening to call centres
Mon, 03 Aug 2009
Call Centres are a function of everything that happens within an organisation. Thus separating a call centre from its business organisation may remove the vital link that enables operational improvement, writes Rick McCarthy and Alan Hockey.
...moreCall centre training has become one of South Africa’s most important job creators, as the typical call and contact centre agent has only a matriculation certificate, and just 2% of centres hire agents with a University degree.
In recent years, several factors have contributed to the South African call centre industry's growth, namely favourable time zone differences, a healthy business climate, deregulation of the telecommunications industry, language, political stability and cultural ties.
Research by CallCentres.net in 2007 indicated that an estimated 65 000 people were employed in 535 call centres operated by local companies, with around 10 000 agents dealing specifically with customers located in foreign countries.
Call centre training programs and courses seek to give those who work in the industry accreditation while adding to their knowledge - thereby boosting the communications industry. If you’re looking for call centre sales training or wish to find call centre training companies, have a look in our training directory.
DIRECT FIN TRAININGWill you be ‘Fit and Proper’ by year-end?
“Some call centres have already taken steps for accreditation, which is reflected in the increased number of agents attending INSETA accredited training,” Karin Vermeulen comments. The deadline for FAIS compliance is 31 December, 2009.
...moreCall centres: a scary work place?
"The first time I walked into a call centre I was blown away. Although absolutely electrifying for me, and certainly switching on an extra few brain wires, I immediately knew with certainty that this environment would be a recipe for disaster for about 20% of the population," writes Annemarie Lombard.
...moreTweets in the contact centre?
According to a report by Gartner, the uptake of web chat can reduce call volumes in a contact centre by 12%. This is significant, and would offer major savings for a company. However, only 18% of consumers have adopted the use of this service. Dave Paulding of Interactive Intelligence explains why.
...moreCompliance will raise call centre standards
Call centres offering financial products need to comply with new regulations, and agents need to obtain accreditation this year in order to operate in the industry. "This will bring South Africa’s financial call centres on par with world standards through the additional disclosure and transparency required by legislation,” says Karin Vermeulen.
...moreKelly boosts SA's contact centres skills base through learnerships
A gap exists between current education, training provision and the needs of the labour market, according to training providers, Kelly. More trainers need to be actively involved in the enhancement of skills, particularly in the Contact Centre industry through the facilitation of learnerships.
...moreFind out what your employees are capable of without disruption or cost
Looking for an accurate analysis of your staff's current skills, without strings attached and completely free of charge? Siyandza Skills Development is offering Free Skills Assessment for medium to large call centres.
...more2010 opens BPO, tourism opportunities for Gauteng
The Business Process Outsourcing (BPO), infrastructure and tourism are some of the opportunities presented by the 2010 FIFA World Cup.
“In terms of business opportunities brought about by the 2010 FIFA World Cup, South African entrepreneurs can invest in infrastructure, particularly the maintenance of newly built structures, tourism and the BPO industry,” said Gauteng MEC for Finance and Economic Affairs, Mandla Nkomfe.
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CONTACT CALL CENTREPay rising in the contact centre industry
Growth in the contact centre industry has been so phenomenal that Kelly conducted its annual Contact Centre Survey to reveal the trends and salary opportunities across predominantly three specialised industries: Banking, Information Technology and Telecommunications.
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THE CALL CENTREDriving business development within the automotive industry
eliance, a national provider of comprehensive business solutions to the automotive sector, continues to prove how an efficiently run and strategically planned call centre can make a lasting, very positive impression on clients.
There is at least one core business principle that governs operations at eliance, a company focused on solution development, support and service to the automotive industry – that is: a technology solution is only a solution if it can empower the client by enhancing the value of their core operation.
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CALL CENTRESAddressing staff turnover in the call centre industry
Although the call centre industry is one of the fastest growing business sectors in South Africa it is weighed down by high attrition rates and replacement costs that are on average equal to a typical worker’s salary of two and a half months. A new product has been launched to deal with this problem.
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CALL CENTRESSA call centres: are the goals ringing true?
While concerns over our national skills shortages grow, and the country's unemployment rates remain equally as bleak, growth sectors such as the call centre industry provide part of the answer. "The call centre industry presents fantastic opportunities to both individuals and the country as a whole," comments Charnell Hebrard from the City of Jo'burg's Economic Development Department.
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CALL CENTRESThe human touch is still tops
Contact centre technology is more cutting edge than ever, but no amount of fancy technology can replace the people skills of a call centre agent when the going gets tough. Dave Paulding, Interactive Intelligence’s regional sales manager for UK and Africa gives some tips on how to deal with irate customers.
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CALL CENTRESA call centre industry: are the goals ringing true?
While South Africa’s Government spokespeople continue to express concerns over skills shortages across a number of industries, and the country’s unemployment rates remain equally as bleak, particular growth sectors – such as the call-centre industry – are doing their bit towards alleviating some of these crises.
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CONTACT CENTRE AGENT Mobile workforce: a future-proof business strategy
According to Datamonitor, remote “at-home” agents will increase to constitute 7.5 percent of the total contact centre agent workforce by 2009. Two key factors are driving this trend. First, over the past few years, the contact centre industry has gained enough experience with remote agents to define best practices and quantify the benefits
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NETSCOPE TRAININGNetcampus launches exciting Certified Contact Centre Professional Program
Netcampus, in partnership with Microsoft, has developed a welcome new job skills and job placement program in the rapidly growing Call Centre industry. This course has evolved out of the increasing need for proficient and adequately trained staff.
...moreGlobal call centre to service Shell’s customers, improve growth
Deputy President Phumzile Mlambo-Ngcuka has opened a global call centre that will service customers for the oil multinational, Royal Dutch Shell, and improve economic growth in the country.
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ELIANCE CALL CENTRE Call centres help to keep motor retail service running
Call centre operations and Customer Relationship Management (CRM) within the motor retail industry has kept up with the pace of technology adoption and integration in the marketplace. This mission-critical area of business represents the cog that keeps the trade wheel turning within the automotive industry.
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UCT GRADUATE SCHOOL OF BUSINESSUCT to boost SA call centre industry with management training
The UCT Graduate School of Business is launching a landmark programme to address a key skills shortage in middle to senior management in the South African Business Process Outsourcing and Contact Centre industry. The skills shortage has been identified in recent research studies on the local industry.
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ECONOMIC GROWTHGovt looks to Telkom “buy-in” of call centres as high prices continue to cause concern
Government is hoping to get Telkom's 'buy-in' on the massive opportunities afforded by Business Process Outsourcing, or BPO. Trade and Industry Minister Mandisi Mpahlwa announced this week that the high costs of telecommunications mitigated against the plans to establish South Africa as a key international location for the burgeoning international call centre industry.
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ASGISACost of telecoms 'biggest challenge' to plan for call centres
Deputy President Phumzile Mlambo-Ngcuka has cited the high cost of telephone calls in South Africa as the biggest challenge facing the country in its quest to become a leading global destination for business process outsourcing (BPO). Speaking in Parliament, she described the high cost of telephone calls as a “deal-breaker”.
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