National Certificate: Contact Centre Support [71490]


Company Information



Company/Provider: Siyandza Skills Development

Email: Send Enquiry / Make A Booking

Telephone: +27 11 4039056



Address:
De Korte Sable Centre
Braamfontein
Johannesburg
Gauteng
South Africa

Price:
Request A Price

Course Description

Call centre agent training - key requirements to be a successful agent in a call centre. Many call centre environments provide agent training that only recognises the core function of the agent’s job and do not expose them to the bigger picture of the call centre. The Siyandza Call Centre Agent Training Course aims to provide agents with a better understanding of: Why they are a part of the call centre. How to be successful in their role. The importance of their role to the organisation. The influence they have in the public’s perception of the organisation.

Who should attend: Call Centre Agents

Identify and Respond to Customers’ Needs (NQF 2/12 credits) The ability to communicate effectively with a customer is the basis on which other skills are built. The customer’s experience can be positively or negatively impacted by the communication skill level of the call centre agent. This call centre training module deals with listening techniques, telephone etiquette and the communication process. Meet Performance Standards (NQF 2/6 credits) Call centre systems and processes are varied and complex. These systems and processes are focused on managing customer relationships and queries. This call centre training module deals with the communication processes and systems utilised within a call centre.

Provide Information to Customers (NQF 2/12 credits) The ultimate purpose of a call centre is to provide information to customers. This call centre training module deals with identifying the needs of customers and fulfilling those needs by means of providing information or services.

Collect and Record Information (NQF 2/8 credits) Information regarding the customers must be collected and tracked. This call centre training module deals with the techniques used to elicit information from customers and the recording process.

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Notes

Siyandza Skills Development offers both customised training programs and training services to organisations, as well as public training courses for individual learners. Click on our Public Courses Schedule to view courses available to the public. All of our training is outcomes based and, where possible, is aligned to Unit Standards.

Siyandza Skills Development is a SETA accredited, full service call centre and middle management training provider, committed to delivering outcomes-based training solutions which are tailored to our clients' specific requirements. Siyandza offers both customised training programs and training services to organisations, as well as public training courses for individual learners.

Please complete the enquiry form above if you require somebody from our office to contact you. We welcome your feedback and queries. Our office hours are 8:00 to 16:30 pm.

Location

Johannesburg

Venue

41 De Korte Street, Braamfontein


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