FETC: Contact Centre Operations | Public Course

Contact Centre Operations Further Education & Training Certificate

Available online

Upcoming Dates: TBC

Location: Online

	Learning Solution Type: Further Education & Training Certificate

	SAQA ID: #93996 / LP 71489

	Total Credits: 140

HEAR WHAT OUR PAST LEARNERS HAD TO SAY ABOUT THIS PROGRAMME

This qualification is geared towards enabling new and existing Contact Centre leaders with the knowledge and critical skills required to:

Identify, qualify and retain customers
Meet sales targets and requirements
Use statistical data to analyze call center trends, implement changes and improve performance
Understand, implement and monitor service levels
Guide employees to meet performance targets and standards
Develop high performance teams through coaching

	Price, duration and Access Criteria: 2024 Price: R27 500 Duration: 12 Months Access Criteria: Grade 12 Certificate or equivalent and Second language at NQF 2 level (40% pass).

	Learning Outcomes: - Understand and implement service levels and their monitoring in Contact Centers. - Monitor and control Contact Centre support Staff and their meeting of targets and standards. - Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements. - Identify specific Contact Centre customers. - Coach others in Contact Centers.

	Methodology: Virtual Learning: - Block Classroom training - One-on-One coaching and learner support (face-to-face) - Application of practical assignments in a Contact Center

	Location: ONLINE Through Virtual Engagement Technologies OMNI HEAD-OFFICE Innovation Centre, 7th Floor, South Park Black River Park, Fir Street, Observatory, Cape Town View in Google Maps


Price, duration and Access Criteria: 2024 Price: R27 500 Duration: 1 Year Access Criteria: Grade 12 Certificate or equivalent and Second language at NQF 2 level (40% pass).


Learning Outcomes: - Understand and implement service levels and their monitoring in Contact Centers. - Monitor and control Contact Centre support Staff and their meeting of targets and standards. - Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements. - Identify specific Contact Centre customers. - Coach others in Contact Centers.


Methodology: Face to Face or Virtual Learning: - Block Classroom training - One-on-One coaching and learner support (face-to-face) - Application of practical assignments in a Contact Center


Location: ONLINE Through Virtual Engagement Technologies OMNI HEAD-OFFICE Innovation Centre, 7th Floor, South Park Black River Park, Fir Street, Observatory, Cape Town View in Google Maps

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