ACCREDITED SKILLS PROGRAMME

Inbound Contact Centre Skills

Overview Duration Delivery Method Who Should Attend Prerequisites Unit Standards

Overview

This programme is intended to assist learners to be able to identify and solve client queries. They will be able to organise and manage their activities effectively by having the specific and relevant information at hand. They will learn to work effectively with others as a member of a team where escalations are identified, passed on and followed up within all acceptable timeframes.

Learners will also be able to identify and solve customer problems pertaining to the meeting of performance standards as well as organising and managing their activities responsibly and effectively so that performance standards are met. They will learn how to collect, analyse and critically evaluate incoming data from customers in order to respond accurately. They will also be able to communicate with and respond to clients effectively on a one-on-one basis.

Duration

Delivery Method

Who Should Attend

Prerequisites

Unit Standards

Provide information to customers in a Contact Centre NQF Level 2 (12 credits)
(13885)

Learning outcomes:

Identify customer needs in a Contact Centre
Provide information to customers

Collect and record information queries and requests from customers NQF Level 2 (8 credits)
(10350)

Learning outcomes:

Elicit information from customers
Offer information to others.
Record information from customers.
Refer escalating requirements.

Input data received onto appropriate computer packages within a Contact Centre NQF Level 2 (12 credits)
(10349)

Learning outcomes:

Demonstrate and apply knowledge of computer packages within a Contact Centre
Input data onto company specific packages within a Contact Centre.
Verify data onto company specific packages within a Contact Centre.

Meet performance standards within a Contact Centre NQF Level 2 (6 credits)
(10353)

Learning outcomes:

Use a computerized system
Respond to calls or other forms of communication
Follow-up customer queries

Apply in-bound Contact Centre Operations within a commercial environment NQF Level 2 (8 credits)
(10358)

Learning outcomes:

Retrieve calls from customers
Input subject information from customers in accordance with specific Contact
Centre requirements
Respond to queries from customers
Provide follow up to customers’ requests