Call Centre & Contact Centre Training

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.

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


Aha Training and Development

WELCOME - RELAX & HAVE FUN!

Every workshop kicks off with these words….. WHY?

Because we know what works for high retention rates in training and development. We understand the importance of personal development, team development and business development.

Our experience has shown us time and time again that people learn faster, smarter and better (they get the aHa’s) – if the right environment, tools, training innovation, facilitators, and training interventions are used.

CBM Training - Effective Skills for Resolving Customer Complaints

We all have them. Customers who are livid, who seem unreasonable and who demand satisfaction immediately. If you’re at the sharp end of this particular stick, you have been handed a significant responsibility. Its up to you to save your organisation’s reputation, and to turn the complainant into a loyal customer again.

SERVICE - SAFETY INDUCTION VIDEOS

Health and Safety Induction videos serves to train and inform staff, visitors and contractors of the Hazardous processes, Hazardous material, noise zones or any potential hazards they may encounter while at work or during a visit to the site.

Such videos are equally necessary as they serve to orientate and induct the new staff within the organisation.

 

ADVANTAGES:

SERVICE - LEGAL COMPLIANCE AUDITS

Is you company Legally compliant with the Occupational Health and Safety Law and the respective regulations?

SRA can assist with afforable Legal compliance Audits in your business.

Legal Compliance done for:

  • Schools
  • Colleges
  • EFT
  • Higher Learning Institutes
  • Manufacturing Plants
  • Industrial Plants
  • Retail
  • Any Institutes

Eskilz College

Eskilz College began back in 2002 providing training and development for individuals and corporates. In 2012 Eskilz College changed its company structure to pursue it’s accreditation as a Private Further Education and Training College.

Eskilz College has it head office in Tongaat, Kwa Zulu Natal and has opened a branch in North Riding, Gauteng. Our passion remains in assisting people realize their full potential.

Our Vision

Our vision is to provide quality education across a broad spectrum of sectors with the aim of strengthening the South African economy

SUPERVISOR'S HEALTH AND SAFETY

(Inclusive of Advanced Health and Safety Training Course).
Learners will learn to apply safety, health and environmental principles and procedures in a workplace to
contribute to safe and healthy working environment and to assist management in implementing
SHE management programs in the workplace.

ExecuTrain

ExecuTrain has been an industry-leading business training provider for over 30 years, delivering training based on each organisation’s specific business needs. ExecuTrain provides personal and professional development for companies large and small through the assessment, design and delivery of individualised learning. Our comprehensive, customer-focused solutions include instructor-led training and course development on both business skills and software applications.

Call Centre Training

Call centres play a pivoting role in business today. This practical workshop will provide call centre agents clarity on expected business performance standards and enhance call centre productivity. Agents will be empowered to improve customer intervention, calm irate customers, solve ongoing problems, offer solutions and deal with objections.

INTRODUCING THE ROLE
* Understanding call centres
* Your role as a call centre agent

Effective Customer Service

This workshop empowers delegates to:
• Explaining and describe customer service
• Engaging in an interaction with customers
• Demonstrating communication skills in responding to a customer
• Processing a query in order to respond to a customer need

Business and Report Writing

The Business & Report Writing Programme empowers delegates to:

• Identify the intended audience for the communication
• Identify the purpose of a text
• Select the appropriate text type, format and layout for the purpose
• Use appropriate grammar conventions
• Draft and edit a text, using text type, format and layout (heading, numbering and layout features)
• Present the same information in different ways (E-­‐mail, fax, letter, memorandum, reports)
• Use plain language in business

The local call centre industry continues to grow and is now a significant platform for corporate sales, service and support, with an increasing number of multinationals relying on South Africa as their destination for call centre operations.

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