Problem Solving Skills

Duration

This programme is run over 1 day.

Delivery Method

Training times can be arranged according to your date and times requirements, delivered virtually or on-site at your premises by one of our professional facilitators.

Who Should Attend

This programme is for learners that are in the contact centre environment. The aim is to equip them with skills to problem solve customer queries by means of providing customers with factual and accurate information.

Who Should Attend

Learners should be competent in Numeracy at NQF Level 1 or equivalent. English, verbal and written communication at NQF Level 2 or equivalent. Computer operating skills at NQF Level 2 or equivalent.

Unit Standards

Gather and provide relevant information to contribute to contact center problem solving NQF Level 3 (5 credits)
(13886)

Learning outcomes:

•  Obtain and evaluate project information to facilitate Contact Centre problem solving
•  Provide advice and support regarding received information to facilitate problem solving

Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life related problems NQF Level 2 (3 credits)
(9009)

Learning outcomes:

•  Apply various techniques to organise and represent data in order to model situations
•  Give opinions on the implications of the modelled data for the required purpose