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Available courses

Contact Centre Manager

Purpose:
The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager.

A Contact Centre Manager manages and optimises quality contact centre operations and practices.

A qualified learner will be able to:
  • Manage and control the costs of a contact centre.
  • Manage and control the operational planning and achievement of operational targets.
  • Manage personnel employed in a contact centre.
  • Manage customer and supplier relations.
  • Manage and assure the achievement of contact centre quality standards.
  • Manage and control the efficiency of contact centre processes and technology.

    This qualification is closely related to the South African Bureau of Standards (SABS), South African National Standard for Business Process Services and Outsourcing/Offshoring Operations (BPSO). This SABS Contact Centre standard provides a quality management framework for contact centres in South Africa. 

Occupational Skills Programme: Workplace Essential Skills Qualification ID: SP-211009

Workplace Essential Skills Programme is  about preparing individuals entering the workforce with the key skills required for a successful career.

Induction

Workplace Essential Skills Programme

Workplace Essential Skills Programme is  about preparing individuals entering the workforce with the key skills required for a successful career.

Comply with Service Levels - Module 1

Demonstrate an understanding of company specific service levels

Comply with Service Levels - Module 2

Handle a range of customer complaints in a Contact Centre and BPO

Comply with Service Levels - Module 3

Describe features, advantages and benefits of a range of products or services

Comply with Service Levels - Module 4

Communicate with customers in a Contact Centre and BPO

Comply with Service Levels - Module 5

Collect and Record Information Queries and Requests From Customers

Introduction Contact Centres

Contact Centre Operation

Identify prospective customers and establish their needs

Retrieve and correlate statistical data applicable to Contact Centres

Retrieve and correlate statistical data applicable to Contact Centres

DStv - Showmax Live Chat

SHOWMAX - LIVE CHAT ASSESSMENT – 05 October 2023

 

Answer, process on assisting

  • Agent greets customer and offers assistance
  • Agent provides resolution (all steps and necessary info, including T+Cs)
  • Agent offers further assistance and a self service option related to the query
  • Agent recommends a product (upsell something)
  • Agent closes off the chat (goodbyes)

Contact Centre Performance and Coaching

Introduction to Monitoring and maintaining performance standards in a Contact Centre

Contact Centre Performance and Coaching 2

Implement and Co-ordinate Contact Centre Activities in a Commercial Environment

LP 5: Contact Centre Customers and Sales Techniques