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ACCREDITED SKILLS PROGRAMME

Call Management

Service seta logo
Overview Duration Prerequisites Unit Standards
Overview
Overview

This programme is intended to assist learners with the ability to identify and solve problems which are related to the processing of calls. Learners will learn to work effectively with others within the workplace in order to process incoming and outgoing calls in the most efficient and effective way. They will be able to organise their activities responsibly and effectively to ensure no interruptions to switchboard operations occur. They will also be taught how to collect, analyse, organise and critically evaluate information during the processing of all incoming and outgoing calls. They will learn how to communicate effectively with all telephone callers to maintain or enhance the company image and provide required information to callers.

Duration
Duration

This programme is run over 3 days.

Prerequisites
Prerequisites

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

Unit Standards
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.
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Accredited Skills Programmes

Bridging the Gap

Communication and Numeracy

Computer Literacy

Business Administration

Business and Office Administration

Business Etiquette and Ethics

Business Writing Skills

Frontline Reception Etiquette

Planning and Coordinating Business Meetings

Report Writing Skills

ITC Skills

Introduction to Computers

Microsoft PowerPoint

Microsoft Access

Microsoft Excel

Microsoft Outlook

Microsoft Word

Using the Internet

Contact Centre

Call Management

Customer and Sales Techniques

Performance and Coaching

Service Levels and Statistical Data

Supervisory Activities

Team Performance and Safety Awareness in the Workplace

Time and Stress Management

Customer Service

Customer Care

Middle Management

Human Resources Management

Diversity and Conflict Management

New Venture Creation

Create a Business Plan

Finance and Set Up a New Venture

Manage Staff

Research and Viability of a New Venture

Understanding Marketing

Project Management

Supervise a Project Team

Sales

Close a Deal with a Customer

Customer Sales Management

Develop Customer Needs and Relationships

Identify Product Features, Advantages and Benefits to the Customer

Supervisory

Customer Care

Customer Service Skills and How to Conduct a Successful Meeting

Motivation and Leadership

Organisational Standards and Performance Monitoring

Performance Management

Presentation Skills

The Code Of Conduct And Customer Service Standards

Time Management

Work Readiness

Work Readiness

About Us

iLearn is a national learning solutions company that works together with forward-thinking companies to grow their people and their business. We specialise in digital and accredited learning programmes that create continuous and purposeful learning environments within organisations.

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