Part of Qualification: FETC: Banking

NQF Level: 4

Credits: 34

Duration: 4 months

Every call taken by a call centre or contact centre service professionals has the potential to set the stage for delivering the best customer service experience. Improving call centre customer service and enhancing the customer experience is something every company wants to do, but many don’t know where to start. It’s easy – it starts with your call centre staff. This programme with teach your staff how to improve customer service in a call centre through correctly identifying customers’ needs, handling complaints, problem solving, improving your call centre culture and working well as a team.

The purpose of this programme is to familiarise the learner with the importance of customer service in a call centre environment.

This skills programme is for learners have recently taken up a position in a call centre. This programme will empower learners to acquire knowledge, skills, attitudes and values required to operate responsibly in a contact centre.

The following modules form part of this learner-ship:

Unit Standard Description Credits
13872 Instil in myself a personal Contact Centre culture 4
13874 Work as a member of a Contact Centre Team 5
10348 Identify and respond to customer needs in a Contact Centre 12
13873 Handle a range of customer complaints in Contact Centres 4
252210 Handle a range of customer complaints 4
13866 Gather and provide relevant information to contribute to contact centre problem solving. 5