Contact Centre Operations

Contact Centre Operations

Course Features

Course Details

INTRODUCTION
Customer service is a key to every organisation and this programme is designed specifically for people who interact with customer on a face to face, telephonically, through exchange of e-mails and social media. SAIL’s programme has been designed to meet the needs of those people who may wish to progress their career path to Contact Centre Management. Contact Centres have become key business tools - integral to the way organisations achieve their business objectives and the skilled Contact Centre people are highly demanded as the industry field is growing. SAIL’s Contact Centre focuses on skills, value, knowledge and attitude required of employees to contribute to improved productivity and efficiency within the contact centre industry and to open opportunities for individual to grow.

PROGRAMME OUTCOMES
• Understand and implement service level agreements and their monitoring in Contact Centers. • Monitor and control Contact Centre support Staff and the meeting of targets and standards. • Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements. • Identify specific Contact Centre customers. • Coach others in Contact Centers Operations. • Work with Contact Centre statistical data.

PREREQUISITES
Learners accessing this programme is assumed to have demonstrated competency against unit standards in Contact Centres at NQF Level 2 or equivalent. Be able to communicate verbally and in writing and demonstrate competency in second language through verbal and written communication.

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