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ACCREDITED SKILLS PROGRAMME

Service Levels and Statistical Data

Service seta logo
Overview Duration Prerequisites Unit Standards
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
Duration

This programme is run over 6 days.

Prerequisites
Prerequisites

Learners are expected to have demonstrated competency in Communication and Mathematical Literacy at NQF Level 4 or equivalent.

Unit Standards
Unit Standards

Comply with Service Levels as Set Out in a Contact Centre Operation NQF 4 (10 credits)
(10313)

Learning outcomes:

  • Demonstrate an understanding of company specific service levels.
  • Meet and maintain service levels.

Retrieve and Correlate Statistical Data Applicable to Contact Centres NQF 4(12 credits)
(10322)

Learning outcomes:

  • Retrieve statistical data.
  • Correlate statistical data.
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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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