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Staff Empowerment

Call Centre (CC01.2)


Description
This course is intended for people working in call centre environment and is intended in improving competence in handling in-bound calls and providing information in a call centre environment.

Content
  • Module 1: The use of organisational call desk systems
  • 1.1 The use of organisational call desk systems
  • 1.2.1 Using call centre equipment for the placing and answering of calls
  • Activity 1: Categorise the calls
  • 1.2.2 Using call centre equipment for the placing and answering of calls
  • 1.3 Responding to queries
  • 1.4 Making calls to solve queries
  • 1.5 Operate outbound call desk equipment according to organisational rules
  • 1.6 Recording information
  • Knowledge Check 1
  • Module 2: Call centre and customer service practices
  • 2.1 Industry products and services
  • 2.2 Call centre practices and procedures
  • 2.3 Business and client requirements
  • 2.4 Customer service principles
  • 2.5 Questioning, listening and responding techniques
  • Activity 1: Showing Empathy
  • 2.6 Professional handling of call centre calls
  • Knowledge Check 2
  • Module 3: Retrieving calls
  • 3.1 Timeous retrieval of calls
  • 3.2 Using technology and systems accurately
  • 3.3 Answering calls according to organisational procedures and methodologies
  • Knowledge Check 3
  • Module 4: Identifying customer needs
  • 4.1 Correct identification and understanding of customer needs
  • 4.2 Company timeframes for identifying customer needs
  • 4.3 Company prompts and procedures
  • Knowledge Check 4
  • Module 5: Inputting customer data
  • 5.1 Identifying correct information
  • 5.2 Customer requirements
  • 5.3 Accuracy and company requirements for inputting data
  • 5.4 Company timeframes for inputting data
  • 5.5 Verifying information
  • Knowledge Check 5
  • Module 6: Responding to queries and providing information
  • 6.1 Providing accurate, relevant, customer information
  • 6.2 Timeous response
  • 6.3 Using company-defined responses and scripts
  • 6.4 Offering alternatives
  • 6.5 Escalating calls in a professional manner
  • Knowledge Check 6
  • Module 7: Providing follow up
  • 7.1 Consistent follow up
  • 7.2 Following up according to customer requirements
  • 7.3 Timeous follow up
  • Knowledge Check 7
  • Survey
  • Call Centre Survey
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever
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