Call Centre & Contact Centre Training

M-Cot Corporate Training

OUR BUSINESS
M-Cot’s core services are training interventions in IT and business skills and the development of learning materials. From our expansive resource base of specialist facilitators and locally-developed material, we can provide flexible solutions from a few hours of one-on-one coaching to national roll-out programmes. Ancillary services include psychometric testing, coaching and business consulting.

Call Center Operations Level 4

Overview:

Any individual who are or wish to be involved in the Contact Centre industry will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management. This qualification will be registered at NQF Level 4.

This qualification is intended to enhance the provision of entry-level service within the Contact Centre Industry.

The rationale of the qualification

Customer Excellence

Customers are our source of income and yet we treat them with such indifference, rudeness and apathy.  To succeed and grow in business, we need to put our customers first and we must learn to treat them accordingly.

 

COURSE OBJECTIVE

 

To make learners aware of the importance of customer service – both internally and externally.

 

COURSE CONTENT

 

Career Builder Programme for Sales and Digital Marketing

About the programme
The GradCampus Career Builder Programme for Sales and Digital Marketing include an extensive range of courses integrated to develop both a sales mindset and digital marketing skills effectively. Students are exposed to very relevant modern sales and digital marketing theory, and will learn how to apply their skills in a meaningful and practical manner to have maximum impact.

GradCampus.com

GradCampus.com is part of the SCRS Group. The Group was founded in 2005 and specialise in education, e-learning and learning technologies. The Career Builder Programmes (CBPs) were developed over the past few years, specifically for school leavers and young graduates to prepare themselves for the world of work and to improve their own employability prospects. Some of the programmes include very focussed small business and/or entrepreneurial content to also enable graduates to start their own small businesses after obtaining some experience in industry.  

Customer Service Training (1 Day)

MODULE 1

  • Communication
  • Body Language
  • Voice Tonality
  • Verbal Communication
  • Interpersonal Skills
  • Your Attitude and your Job
  • Listening Skills
  • Listening Skills
  • Listening Characteristics
  • How do you rate as a Listener
  • Listening Barriers
  • How to handle an irate/angry client

MODULE 2

Aquarius Skills Solutions

Aquarius Skills Solutions is a dynamic Skills Development Consultancy, established in 2002, offering skills training solutions, as well as Skills Development Consulting.

Aquarius Skills Solutions looks at partnering with our clients in building lasting relationships by offering both a professional and personal service.  Our flexible expertise and approach ensures that services are designed to meet client’s specific needs.

We collaborate with our clients to ensure the highest standard of HR and Training services, to come up with a well tailored personalized solution to address your needs.   Our two-way stakeholder approach is aimed at providing you with the most innovative and productive solutions to your Human Capital needs.

Soft Skills Training

We offer a wide range of soft skills training. These can be customised tio an organisations specific outcomes

Some of the content offer is:

  • Critical Thinking
  • Beyond Customer Service
  • Customer Satisfaction
  • Calming Upset Customers
  • Time Management
  • Telehone Skills and Etiquette
  • Typing A to Z
  • Business etiquette and Professionalism
  • Effective Meeting Skills
  • Working in teams

For a comprehensive list of these skills based courses please contact us.

MSC Business College Kempton Park

MSC Business College Kempton Park is a fully accredited further education provider offering quality diplomas, certificates, and using the latest technology. Programme offerings include Human Resources Management, Marketing, IT, Business Administration, Travel & Tourism, Accounting & Bookkeeping, Wholesale & Retail, Project Management, Public Relations and Public Finance. Having been around for 26 years and with 17 campuses in South Africa, the MSC Business College is one of the biggest names in education in South Africa.

Face and Resolve Conflict

High emphasis is placed on learning through ‘doing’ where the learner is presented with real life and workplace case studies and role playing to ensure the delegate develops knowledge and confidence to take back into the workplace and apply them successfully.

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