Inbound Contact Centre Skills

Duration

This programme is run over 8 days.

Delivery Method

Training times can be arranged according to your date and times requirements, delivered virtually or on-site at your premises by one of our professional facilitators.

Who Should Attend

This programme is for learners that are in the contact centre environment. The aim is to equip them with skills and knowledge to handle incoming calls , respond to queries and attend to customer requests in a professional manner.

Who Should Attend

Learners should be competent in communication, numeracy and computer literacy at NQF Level 2 or equivalent.

Unit Standards

Provide information to customers in a Contact Centre NQF Level 2 (12 credits)
(13885)

Learning outcomes:

•  Identify customer needs in a Contact Centre
•  Provide information to customers

Collect and record information queries and requests from customers NQF Level 2 (8 credits)
(10350)

Learning outcomes:

•  Elicit information from customers
•  Offer information to others.
•  Record information from customers.
•  Refer escalating requirements.

Input data received onto appropriate computer packages within a Contact Centre NQF Level 2 (12 credits)
(10349)

Learning outcomes:

•  Demonstrate and apply knowledge of computer packages within a Contact Centre
•  Input data onto company specific packages within a Contact Centre.
•  Verify data onto company specific packages within a Contact Centre.

Meet performance standards within a Contact Centre NQF Level 2 (6 credits)
(10353)

Learning outcomes:

•  Use a computerized system
•  Respond to calls or other forms of communication
•  Follow-up customer queries

Apply in-bound Contact Centre Operations within a commercial environment NQF Level 2 (8 credits)
(10358)

Learning outcomes:

•  Retrieve calls from customers
•  Input subject information from customers in accordance with specific Contact
  Centre requirements
•  Respond to queries from customers
•  Provide follow up to customers’ requests