Advertisement

Call Centre & Contact Centre Training

Identify & Respond to Customer Needs 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.

Job Readiness Skills (21 day programme)

Course Outline

Emotional Intelligence & Personal Mastery – 3 DAYS

MODULE 1: Emotional Intelligence and Self-awareness
 Self-awareness and Mindfulness
 Life Balance – Nurturing all four areas of our life
 Emotional Intelligence Core competencies
 The iceberg – the Enneagram compulsions
 Johari’s window
 Myers Briggs Personality Test
 Locus of Control

Job Readiness Skills (21 day programme)

Course Outline

Emotional Intelligence & Personal Mastery – 3 DAYS

MODULE 1: Emotional Intelligence and Self-awareness
 Self-awareness and Mindfulness
 Life Balance – Nurturing all four areas of our life
 Emotional Intelligence Core competencies
 The iceberg – the Enneagram compulsions
 Johari’s window
 Myers Briggs Personality Test
 Locus of Control

Sales Skills Training

Course Overview

Fact: It’s no secret that selling has changed in recent years. This is an exciting and dynamic profession, yet it is one of the most underrated and misunderstood.

The back-slapping sleazy, joke-telling huckster has disappeared and in his place is a new generation of sales professionals—highly trained and groomed, with the characteristics of honesty, trustworthiness, and competence.

Stress Management Training

Course Overview

Fact: If stress levels are not managed effectively in the workplace, employees will become less productive and overall performance will drastically be affected.

This workshop will explore the harmful long-term effects of stress on our mental and physical health and provide suggestions for managing our individual stresses more effectively. Strategies may include changes in lifestyle, stress management techniques such as relaxation and exercise, and the use of music or humour as coping strategies.

Conflict: Getting along at Work

Course Overview

Fact: The amount of time spent on conflict management is surprisingly high - employees spend at least 24% of their time on managing conflict.

All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a rugby game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict.

National Certificate: Contact Centre

■ Identify Contact Centre customers and their needs.
■ Respond to customers with factual and accurate information.
■ Gather and process data specifically related to Contact Centres.
■ Operate as a team member in a diverse working environment.
■ Perform to the required standards and requirements.
■ Implement and articulate operational activities in a Contact Centre.

Training Force

Training Force is a registered training providerfocused on providing industry and job-speciöc skills assessments and training interventions that will equip people to access work opportunities across all industry sectors. Our training programmes are aligned with South African Qualifications Authority (SAQA) and accredited with SETA Quality Assurancedepartments.

Since our establishment in 2003, we have provided over 3 000 companies with training interventions that haveupskilled over 25 000 workers through our branches across South Africa.

Healthy Relationships for Effective Communication

LifeLine East Rand (Ekurhuleni) facilitates emotional wellness in, for and with thousands of individuals and communities throughout the Ekurhuleni Municipal Region. LifeLine has extended these services to corporates with a focus on tailor-made training courses covering a variety of topics. We offer comprehensive training and emotional wellness services in order to develop the full potential of every individual.

The latest course developed by LifeLine’s corporate training division is a two-day course focused on Healthy Relationships for Effective Communication.

Pages

Advertisement

Subscribe to Call Centre & Contact Centre Training