Call Centre Training

NQF 2
Course Code CS – MichelleC

Objectives and Purpose

Research shows that the top five challenges facing agents in contact centres are:

1. Providing service to callers which is of a consistently high standard and able to meet customer expectations

2. Meeting performance requirements and balancing quantitative and qualitative factors

3. Achieving first call resolution and decision making around escalation

4. Understanding the highly measured work environment and business objectives

5. Working as part of a team, stress management, motivation.

The aim of Effective Call Centre Skills is to equip call centre agents with the skills, information and knowledge to combat the typical challenges experienced in the highly specialised contact centre environment. The programme equips learners with the necessary knowledge, and skill to provide quality service, handle calls professionally and efficiently and communicate effectively. The factors and components of call centres are covered to provide learners with a broad understanding of call centre operations. The course also aims to provide learners with a fundamental understanding of the importance of team work in meeting performance requirements.

Table of Contents

Module - The Call Centre Service Environment

• The Evolution Of The Customer Contact Industry
• South African Call Centre Statistics
• Call Centre Concepts
• Customer Contact Centres – Variations on a Theme
• Call Centre Components
  • People
  • Process
  • Technology
• Customer Relationship Management
• Call Centre Factors
• The Culture of Call Centres
• Developing & Maintaining Positive Call Centre Culture
• The Benefits of Positive Call Centre Culture

Module - Customer Service Principles

Unit 1: Defining Quality Service

• Defining Quality and Quality Service
• The Importance of Providing Quality Customer Service
• Internal and External Customers
• The Quality Service Connection
• Quality Service Components
• Customer Interaction – Moments of Truth

Unit 2: Identifying and Meeting Customers’ Needs

• Meeting Customer Needs and Expectations
• Identifying Customer Expectations
• Different Customer Types
• Positive Attitude
• The Seven Key Areas of Superior Customer Service

Module - Creating a Service Quality Culture

• Effective Listening
• How to become a better listener
• Questioning Techniques
• The Barriers to Effective Listening
• Identifying Your Personal Working Style

Module - Communication Skills in Providing Quality Service

Unit 1: Creating a Positive Image

• The power of creating an image and first impressions
• Dress for Success

Unit 2: Voice, Speech and Language

• Using your voice effectively
• Using Language Professionally and Positively
• Positive vs. Negative Language

Module - Telephone Skills

Unit 1: Telephone Techniques

• Answering and Opening the call professionally
• Transferring a call
• Placing a caller on hold
• Closing a call professionally

Unit 2: Dealing with Irate Customers

• Conflict Management and Resolution
• Understanding Why Customers Get Upset
• Being Aware Of Your Own Emotions (Emotional Intelligence)
• Dealing With The Irate Customer – The Procedure

Unit 3: Teamwork

• Teamwork

Module - Dealing with Stress

• Sources of Stress within the Call Centre Environment
• Identifying Personal Sources of Stress
• Stress Management Techniques

Module - Personal Action Plan

Style of Learning

Facilitated sessions are conducted (50 % lecture-based and 50 % workshop based) consisting of group work, discussion and practical application of the skills learnt. Sessions are run as interactive, creative, formal or informal and experiential workshops.

Programme notes are personalised to client requirements and to ensure that the content, examples provided and practical sessions are relevant to the learner’s work environment and experience.

The training programme is outcomes based and is aligned to registered unit standards from the SAQA registered qualification: National Certificate in Contact Centre Support NQF Level 2.

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