Customer Service in a Contact Centre
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.
SKILLS PROGRAMMES
OVERVIEW
Part Qualification: FETC: Banking
NQF: Level 4
Credits: 34
Length: 4 Months
This programme with teaching 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 programme:
| 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 |