Contact Centre Operations - Training Unlimited

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Business Skills
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Contact Center Operations
(Further Education and Training Certificate: Contact Centre Operations Level 4 SAQA I.D 93996)
Description:
 
The National Qualification in Contact Centre operations: Level 4 is designed to meet the needs of those learners want to progress and will assist those who make Contact Centre Operations their chosen career path, in the field of Contact Centres. Contact Centres have become key business tools - integral to the way organisations achieve their business objectives. Contact Centres are a new industry - there is a need to develop career paths in this field, and it is a high growth industry constantly in need of skilled people.
 
The Contact Centre industry is also fast becoming the next knowledge worker industry. All Contact Centres are currently recruiting, training and performance managing agents. Currently Call Centres sit inside of existing organisations within larger Industries, i.e. Banking, Insurance, Pay-Tv.

 
The following aspects will be addressed during this course:
 
  • Comply with service levels
  • Describe features, Advantages and benefits of a range of products or services
  • Identify customers
  • Implement contact centre specific sales techniques to generate sales
  • Monitor and maintain performance standards
  • Provide coaching to personnel
  • Retrieve and correlate statistical data
  • Accommodate audience and context needs in oral/signed communication
  • Interpret and use information from texts
  • Use language and communication in occupational learning programmes
  • Write/present/sign texts for a range of communicative contexts
  • Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems
  • Engage in sustained oral/signed communication and evaluate spoken/signed texts
  • Read/view, analyse and respond to a variety of texts
  • Represent analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts
  • Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues
  • Use the writing process to compose texts required in the business environment
  • Write/present/sign for a wide range of contexts
                                 

 
Duration:
 
The learnership consists of 24 contact sessions, of 8 hours each, and can run over a period of 12 to18 months. The distribution of these contact sessions can be scheduled to suit the needs of the client.
 

Venue:
 
Training will take place at the client’s place of business; an alternative venue can be arranged at the client’s expense.
 

Cost:
Please contact us for a accurate quotation
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