Call Management

Duration

This programme is run over 3 days.

Prerequisites

Learners should be competent in Communication, Mathematical Literacy and Computer Literacy at NQF Level 2.

Unit Standards

Process Incoming and Outgoing Telephone Calls NQF 2 (3 credits)
(14348)

Learning outcomes:

• Employ effective telephone etiquette.
• Answer telephone according to organizational standards.
• Process incoming calls according to organizational standards.
• Process outgoing calls in accordance with organizational requirements.

Manage Inbound and/or Outbound Calls in a Contact Centre NQF 3 (8 credits)
(377421)

Learning outcomes:

• Respond to in-bound calls relating to marketing campaigns in a contact Centre.
• Conduct out-bound telemarketing campaigns from a contact Centre.
• Provide follow up to customer's requests.