PURPOSE OF THE UNIT STANDARDS

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.

WHO SHOULD ATTEND THIS TRAINING

Any individual who are or wish to be involved in the Contact Centre industry.

WHAT YOU SHOULD BE ABLE TO DO AT COMPLETION

• 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.

WHAT YOU CAN BECOME AT COMPLETION

• Contact Centre Agent/Consultant
• Contact Centre Supervisor
• Contact Centre Coach
• Customer Service Representatives
• Customer Care Consultants
• Direct Selling
• Sales
• Tele Marketing
• Data Capturing
• Administration Clerks
• Receptionists
• Switchboard Operators

DURATION OF COURSE:     3 months {440 notional hours}

Attend Monday to Friday from 1pm to 4.30pm, Submit POE {Portfolio of evidence} at completion of course.

PRE- QUALIFICATION: Grade.10 or an equivalent

Roll-out dates:

Enquire for rollout dates or timetable.