FETC
Contact Centre Operations
QUALIFICATION TYPE:
FURTHER EDUCATION & TRAINING CERTIFICATE
RECOMMENDED DURATION:
9 - 12 MONTHS
TOTAL CREDITS:
140
SAQA ID:
#93996/LP 71489
DO YOU WANT TO LEARN HOW TO IMPROVE VARIOUS PROCESSES WITHIN YOUR CONTACT CENTRE, MANAGE RISK AND INCREASE PROFITS?
6 Critical Skills to Successfully Manage Operations in a Contact Centre
Contact Centre Operations Management
Excelling in a high-performance contact centre can often be quite challenging, but by developing these 6 critical skills, it doesn’t have to be:
- Identify and qualify customers
- Understand, implement and monitor service levels
- Guide employees to meet performance targets and standards
- Apply Sales knowledge and skills to meet sales targets and requirements
- Develop team members through coaching
- Use statistical data to improve performance
Is your team operating at maximum effectivity?
Not sure? Then answer these questions and decide for yourself.
If you answered yes
to any one or more of these questions,
then Contact Centre Operations Management is for you.
What you will learn
This qualification is structured in such a way that it exposes you to a set of core competencies that enable you to have a broad understanding of contact centre operations and supervision.
WE WILL ENABLE YOU TO:
Managing Contact Centre Customers
Managing Contact Centre Sales
Service Level Management
Coaching and Performance Management
Today's Learners become Tomorrow's Leaders
Let us help you get there