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ACCREDITED SKILLS PROGRAMME

Call Management

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Overview Duration Delivery Method Prerequisites Unit Standards

Overview

Overview

This programme is intended to assist learners with the ability to identify and solve problems which are related to the processing of calls. Learners will learn to work effectively with others within the workplace in order to process incoming and outgoing calls in the most efficient and effective way. They will be able to organise their activities responsibly and effectively to ensure no interruptions to switchboard operations occur. They will also be taught how to collect, analyse, organise and critically evaluate information during the processing of all incoming and outgoing calls. They will learn how to communicate effectively with all telephone callers to maintain or enhance the company image and provide required information to callers.

Duration

Delivery Method

Prerequisites

Unit Standards

Unit Standards

Process Incoming and Outgoing Telephone Calls NQF 2 (3 credits)
(14348)

Learning outcomes:

Employ effective telephone etiquette.
Answer telephone according to organizational standards.
Process incoming calls according to organizational standards.
Process outgoing calls in accordance with organizational requirements.

Manage Inbound and/or Outbound Calls in a Contact Centre NQF 3 (8 credits)
(377421)

Learning outcomes:

Respond to in-bound calls relating to marketing campaigns in a contact Centre.
Conduct out-bound telemarketing campaigns from a contact Centre.
Provide follow up to customer's requests.

Accredited Skills Programmes

Business Adminstration

Business and Office Administration

Business Etiquette and Ethics

Business Writing Skills

Frontline Reception Etiquette

Planning and Coordinating Business Meetings

Report Writing Skills

Bridging the Gap

Computer Literacy

Contact Centre

Call Management

Customer and Sales Techniques

Customer Interaction

Implement Contact Centre Activities

Inbound Contact Centre Skills

Outbound Contact Centre Skills

Performance and Coaching

Problem Solving Skills

Service Excellence

Service Levels and Statistical Data

Team Performance and Safety Awareness around the Workplace

Time and Stress Management

Entrepreneurship

Create a Business Plan

Deal with HIV/AIDS

Finance And Set Up A New Venture

Improve New Venture Performance

Identify and Demonstrate Entrepreneurial Ideas and Opportunities

Manage Customer Service

Manage Contracts And Production

Manage Administration And Negotiate An Agreement

Manage Finances

Manage Marketing and Sales

New Venture Financial and Industry Aspects

Produce a Business Plan

Research and Viability of a New Venture ideas

Understanding Marketing

Information Technology

Client Server Networking

Computer Programming Principles and Fundamentals

Computer Systems and the Use of Computer Technology in Business

Computer Technology Principles

Computer Technology Principles and Support

Configure, Operate and Administer Server Computer and Peripherals

Database Access

Data Communication and Networking Support

Design a LAN for Developmental Office and Enterprise Development

Introduction to Computers

Microsoft Access

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Network, Concepts, Architecture and Standards

Using the Internet

Work Effectively as a Team Member within a Developmental Project Environment

Management

Change Management

Diversity and Conflict Management

Ethics and Knowledge Management

Human Resources Management

Leadership and Motivational Skills

Organisational Standards and Performance Monitoring

People Management

Performance Management

Presentation Skills

Relationship Management

Results-based Management

The Code Of Conduct And Customer Service Standards

Time Management

Project Management

Assist with Project Implementation

Assist with Project Planning

Participate in Project Budgeting and Risk Management

Project Management Introduction

Supervise a Project Team

Sales & Marketing

Close a Deal with a Customer

Customer Management

Customer Sales Management

Develop Customer Needs and Relationships

Identify Product Features, Advantages and Benefits to the Customer

Marketing Customer Interaction

Marketing Ethics and Code of Conduct

Marketing Information

Marketing Strategies

Marketing Resources