FETC: Contact Centre Operations | Public Course | Omni HR Consulting

Contact Centre Operations Further Education & Training Certificate

Now Available online

Upcoming Dates:  05 June | 20 Nov

Location: Cape Town | Midrand

Learning Solution Type: Further Education & Training Certificate 

SAQA ID: #93996 / LP 71489

Total Credits: 140

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HEAR WHAT OUR PAST LEARNERS HAD TO SAY ABOUT THIS PROGRAMME

What you will learn

This qualification is geared towards enabling new and existing Contact Centre leaders with the knowledge and critical skills required to:  

  1. Identify, qualify and retain customers
  2. Meet sales targets and requirements
  3. Use statistical data to analyze call center trends, implement changes and improve performance
  4. Understand, implement and monitor service levels
  5. Guide employees to meet performance targets and standards
  6. Develop high performance teams through coaching

course Details

Price, duration and Access Criteria:    

 

2021 Price: R24 200

Duration: 12 Months

Access Criteria: Grade 12 Certificate or equivalent and
Second language at NQF 2 level (40% pass).







Learning Outcomes:  


- Understand and implement service levels and their monitoring in Contact Centers.


- Monitor and control Contact Centre support Staff and their meeting of targets and standards.


- Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.


- Identify specific Contact Centre customers.


- Coach others in Contact Centers.

Methodology:  


Face to Face or Virtual Learning:


- Block Classroom training


- One-on-One coaching and learner support (face-to-face)


- Application of practical assignments in a Contact Center








Location:  


ONLINE
Through Virtual Engagement Technologies

OMNI HEAD-OFFICE
1st Floor, Nolands House, River Park,
Liesbeek Parkway, Mowbray,
Cape Town
View in Google Maps

OMNI MIDRAND
Block Q, Park on 16th
789 16th Road, Randjiespark
Midrand
View in Google Maps

Price, duration and Access Criteria:    

 

2021 Price: R24 200

Duration:
1 Year

Access Criteria:
Grade 12 Certificate or equivalent and
Second language at NQF 2 level (40% pass).




Learning Outcomes:

  
- Understand and implement service levels and their monitoring in Contact Centers.


- Monitor and control Contact Centre support Staff and their meeting of targets and standards.


- Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.


- Identify specific Contact Centre customers.


- Coach others in Contact Centers.

Methodology:  


Face to Face or Virtual Learning:


- Block Classroom training


- One-on-One coaching and learner support (face-to-face)


- Application of practical assignments in a Contact Center

Location:  


ONLINE
Through Virtual Engagement Technologies


OMNI HEAD-OFFICE
1st Floor, Nolands House River Park,
Liesbeek Parkway Mowbray,
Cape Town
View in Google Maps

OMNI MIDRAND
Block Q, Park on 16th
789 16th Road, Randjiespark
Midrand
View in Google Maps

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