Workshop Purpose: To introduce learners to a world class contact centre environment and to equip them with skills to professionally handle callers’ requirements from point of contact to resolution.
Modules Covered: On completion of this workshop, participants will be able to:
Identify Contact Centre principles and concepts
Identify the benefits of a Contact Centre culture
Work as members of a team
Contribute to a diverse working environment in a Contact Centre
Identify and respond to customer’s needs
Handle customer complaints in a professional manner
Provide relevant information to effectively resolve problems
Handle queries and requests from customers and record information
Demonstrate an understanding of performance standards in a Contact Centre
Demonstrate an understanding of the importance of accurate data capture.
Methodology: Experiential: Activities, work related exercises, case studies, work place assignments and role plays to ensure transfer from workshop to workplace. A Portfolio of Evidence which consists of Formative & Summative Assessments.
Duration: Spread over a one year time period with classroom learning (30%) and workplace learning (70%).
Investment Details: To be discussed dependent on the number of participants.
