FETC: Contact Centre Operations

FETC

FETC: Contact Centre Operations

QUALIFICATION TYPE:
FURTHER EDUCATION & TRAINING CERTIFICATE

RECOMMENDED DURATION:
9 – 12 MONTHS

TOTAL CREDITS:
140

DO YOU WANT TO LEARN HOW TO IMPROVE VARIOUS PROCESSES WITHIN YOUR CONTACT CENTRE, MANAGE RISK AND INCREASE PROFITS?
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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.

DO YOU FIND IT CHALLENGING TO IDENTIFY YOUR CUSTOMER’S MOST PRESSING CONCERNS?

ARE YOU FINDING YOUR CONTACT CENTRE CONSTANTLY FIGHTING AGAINST CUSTOMER CHURN?

ARE YOU SO FOCUSSED ON THE NUMBERS THAT YOU FORGET THE OUTLIERS?

ARE YOU RESPONSIBLE FOR MOTIVATING AND GUIDING YOUR TEAM, BUT HAVE RUN OUT OF IDEAS?

ARE YOU FEELING OVERWHELMED BY PERFORMANCE REVIEWS?

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.

Managing Contact Centre Customers

Managing Contact Centre Sales

Service Level Management

Coaching and Performance Management

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Today’s Learners become Tomorrow’s Leaders

Let us help you get there

Purpose-driven
Development

FETC