ACCREDITED SKILLS PROGRAMME

Performance and Coaching

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Overview
Overview
Overview

This programme is intended to enhance the provision of intermediate level service within the Contact Centre industry. The learners will be able to identify and solve performance problems in which coaching responses display appropriate critical and creative thinking. They will also be able to identify and solve problems in relation to performance reviews and corrective action initiatives. They will be able to work effectively with others during the reviewing and implementing of performance standards to enhance teamwork. They will also be able to collect, analyse, organise and critically evaluate information related to the identification of areas of coaching required.

Duration
Delivery Method
Prerequisites
Unit Standards
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Accredited Skills Programmes

Business and Office Administration

Business Etiquette and Ethics

Business Writing Skills

Frontline Reception Etiquette

Planning and Coordinating Business Meetings

Report Writing Skills

Computer Literacy

Work Readiness

Call Management

Customer and Sales Techniques

Customer Interaction

Debt Recovery

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

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 People

Manage Marketing and Sales

Manage Staff

New Venture Financial and Industry Aspects

Produce a Business Plan

Research and Viability of a New Venture ideas

Understanding Marketing

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

Microsoft Word

Network, Concepts, Architecture and Standards

Using the Internet

Work Effectively as a Team Member within a Developmental Project Environment

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

Leadership

Assist with Project Implementation

Assist with Project Planning

Participate in Project Budgeting and Risk Management

Project Management Introduction

Supervise a Project Team

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