Most organisations rely on call centres to support customers or make sales. For this reason, call centres are a vital department of any organisation.
In a call centre you need to be able to communicate with customers effectively every day. You need to process incoming and outgoing calls efficiently and professionally, handle a range of customer complaints and of course, have a good understanding of the overall working practices of a call centre.
This short course is designed to teach learners the skills they need to be a successful call centre agent.
Curriculum
- 2 Sections
- 13 Lessons
- 9 Weeks
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- Call Centre Essentials curriculumThis short course is aligned to the following unit standards:4
- 2.1“Demonstrate an understanding of Contact Centre and BPO working practices” unit standard identity number 377420.30 Minutes
- 2.1“Communicate with customers in a Contact Centre and BPO” unit standard identity number 377441.30 Minutes
- 2.1“Process incoming and outgoing telephone calls” unit standard identity number 14348.30 Minutes
- 2.1“Handle a range of customer complaints in a Contact Centre and BPO” unit standard identity number 377401.30 Minutes
- ModulesStudents who choose to undergo assessment will receive 27 credits towards the National Certificate Contact Centre and BPO (NQF 3).9
- 3.1Module 1: Welcome30 Minutes
- 3.1Module 2: Resources30 Minutes
- 3.1Module 3: Call Centre practices30 Minutes
- 3.1Module 4: Customer interaction and service delivery30 Minutes
- 3.1Module 5: Communication and customer service30 Minutes
- 3.1Module 6: Written communication30 Minutes
- 3.1Module 7: Effective telephone etiquette30 Minutes
- 3.1Module 8: Handle customer complaints30 Minutes
- 3.1Module 9: Complaint resolution30 Minutes
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