ACCREDITED SKILLS PROGRAMME

Service Levels and Statistical Data

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Overview
Overview
Overview

Learners participating in this programme will be able to work effectively with others in achieving the service level requirements. They will have the ability to demonstrate an understanding of the world as a set of related systems by recognising the meeting and maintenance of service levels on the overall success of the organisation. The learners will also be able to collect, analyse, organise and critically evaluate Contact Centre data and statistics, as well as communicate effectively when presenting statistical data to others.

Duration
Prerequisites
Unit Standards
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Accredited Skills Programmes

Communication and Numeracy

Computer Literacy

Business and Office Administration

Business Etiquette and Ethics

Business Writing Skills

Frontline Reception Etiquette

Planning and Coordinating Business Meetings

Report Writing Skills

Introduction to Computers

Microsoft PowerPoint

Microsoft Access

Microsoft Excel

Microsoft Outlook

Microsoft Word

Using the Internet

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 Care

Human Resources Management

Diversity and Conflict Management

Create a Business Plan

Finance and Set Up a New Venture

Manage Staff

Research and Viability of a New Venture

Understanding Marketing

Supervise a Project Team

Close a Deal with a Customer

Customer Sales Management

Develop Customer Needs and Relationships

Identify Product Features, Advantages and Benefits to the Customer

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