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FETC

Contact Centre Operations

QUALIFICATION TYPE: ​
FURTHER EDUCATION & TRAINING CERTIFICATE

RECOMMENDED DURATION:
​9 - 12 MONTHS

TOTAL CREDITS:
​140

​DO YOU WANT TO LEARN HOW TO IMPROVE VARIOUS PROCESSES WITHIN YOUR CONTACT CENTRE, MANAGE RISK AND INCREASE PROFITS?

​6 Critical Skills to Successfully Manage Operations in a Contact Centre

​Contact Centre Operations Management

​Excelling in a high-performance contact centre can often be quite challenging, but by developing these 6 critical skills, it doesn’t have to be:

  1. ​Identify and qualify customers
  2. Understand, implement and monitor service levels 
  3. Guide employees to meet performance targets and standards 
  4. Apply Sales knowledge and skills to meet sales targets and requirements
  5. Develop team members through coaching
  6. Use statistical data to improve performance

​Is your team operating at ​maximum ​effectivity?

Not sure? Then answer these questions and decide for yourself.

DO YOU FIND IT CHALLENGING TO IDENTIFY YOUR CUSTOMER'S MOST PRESSING CONCERNS?
ARE YOU FINDING YOUR CONTACT CENTRE CONSTANTLY FIGHTING AGAINST CUSTOMER CHURN?
ARE YOU SO FOCUSSED ON THE NUMBERS THAT YOU FORGET THE OUTLIERS?
ARE YOU RESPONSIBLE FOR MOTIVATING AND GUIDING YOUR TEAM, BUT HAVE RUN OUT OF IDEAS?
ARE YOU FEELING OVERWHELMED BY PERFORMANCE REVIEWS?
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If you answered yes
to any​ one or more of these questions,
​then Contact Centre Operations Management is for you.

GET OUR FREE

​"4 STRATEGIES TO MOTIVATE CONTACT CENTRE EMPLOYEES" INFORMATION GUIDE

​LEARN HOW TO MOTIVATE STAFF TO PUT IN MORE EFFORT

What you will learn

​This qualification is structured in such a way that it exposes you to a set of core competencies that enable you to have a broad understanding of contact centre operations and supervision.

WE WILL ENABLE YOU TO:

​Managing Contact Centre Customers

​Managing Contact Centre Sales

​Service Level Management

​Coaching and Performance Management

Today's Learners become Tomorrow's Leaders

Let us help you get there

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