Call Centre & Contact Centre Training

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.

Work Readiness Programme (Unit Standard Aligned Skills Programme)

INTELLIGO Solutions Service Delivery & PROGRAM OVERVIEW

The skills programme has been recorded at Inseta and therefore the policies and procedures of Inseta will apply.

The work place readiness program has been designed to assist learners in becoming workplace ready in six workplace fundamental requirements, namely:

Ethics and Conflicts of Interest – Unit Standard 13940

Investigate ways of managing financial risk in own lives – Unit Standard 117158

Workplace Etiquette – SOFT SKILLS Not Unit Standard aligned

Time Management – Unit Standard 117171

Computer Literacy Skills – Unit Standard 114979

Each component of learning is designed to assist in the development of skills set for an unemployed to enable the learner to integrate into the workplace environment with the necessary skills.

Sales Master

WORKSHOP OVERVIEW

Neuro-Linguistic Programming (NLP) involves neurology (how the mind works), linguistics (the use of language) and programming (the internal programmes that run between the mind and what we say). In essence it is a pragmatic school of thought.

NLP deals with influence:  how people relate and communicate to others, how they make decisions and how they prefer to be influenced, so it is particularly useful in selling.

Debt Collections (Level 2)

Workshop Outcome:

This training workshop will equip delegates with the required skills to recover debt within a Contact Centre environment.

Target Audience:

The training workshop is aimed at all individuals who operate in a Contact Centre environment and are required to contact customers with regards to collecting outstanding debt.

Learning Outcomes:>

By the end of this training workshop delegates should be able to understand and apply the:

The WHAT of Credit Management

MSC Business College - Corporate Training


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