Advertisement

Call Centre & Contact Centre Training

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.

***Assertiveness***

Assertiveness is the ability to express one’s feelings and assert one’s rights while respecting the feelings and rights of others. Assertive communication is appropriately direct, open and honest, and clarifies one’s needs to the other person. Assertiveness comes naturally to some, but is a skill that can be learned. People who have mastered the skill of assertiveness are able to greatly reduce the level of interpersonal conflict in their lives, thereby reducing a major source of stress.

COURSE CONTENT

Lesson 1: Assertiveness and own behavior

Handle Out-Bound Calls

This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry.

Handle In-Bound Calls

This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry.

Handle a Range of Custoemr Complaints in a Contact Centre

This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry.

Pages

Advertisement

Subscribe to Call Centre & Contact Centre Training