E-Updates
Receive regular training updates

A Winning Team: You & Your Manager

B-BBEE - The New Codes of Practice

B-BBEE Fronting

Becoming the Best Accounts Administrator

Becoming the Best Team Secretary / Administrator

Becoming the Best Customer Service Professional

Becoming the Most Successful Salesperson

Business Ethics for PAs and Administrators

Business Writing: The Unwritten Rules

Create and Deliver Dynamic Business Presentations

Contact Centre / Call Centre Service Excellence

Effective Stock Control

Emotional Intelligence

Excel Dashboards

Finance for PAs and Administrators

Graphs, Statistics and Numerical Reporting for PAs and Administrators

Great Organisational Skills: Organise Yourself to Success!

Intermediate Excel

Innovation & Creative Thinking in the Workplace

Key Elements of Successful Newsletters

Let's Talk Business: Verbal Communication for the Business World

Macros and VBA for Excel: Unleash the Power in your PC

Management Skills for Supervisors

Managing Generation Y

Managing your Image and Business Etiquette

Managing Your Personal Finance

Mastering Minutes and Meeting Protocol

Mastering Time and Self Management: Become a High Achiever

Masterminding the Perfect Business Function or Event

Mastering Confidence, Influence and Assertiveness Skills

Practical Project Management for PAs and Administrators

Practical MS Office 2010 & 2013 Skills

Practical Skills for Office Managers/Team Leaders

Professional Problem Solving Techniques: Overcome any Workplace Challenge

Professional Switchboard, Reception and Frontline Skills

Successful Importing and Exporting

Social Intelligence

Stand-Out Presentation Preparation Skills for PAs

Technical Report Writing

The Complete PA: Step up and Stand out!

The National Credit Act

The Protection of Personal Information in Business and Government

The Relationship Edge: Creating High-Trust Client Relationships

The Secrets of Debt Collection Success

The Stand Out PA

The Total Team Leader

Time Management: Beat Work Overload and Achieve More!

Train the Trainer: How to Bring Training to Life

Trouble-free Travel Planning for PAs

MS Project for Effective Project Management

Word that Works: Create Professional Business Documents and Templates

Winning Ways: Persuade, Influence and Negotiate

contact centre / call centre service excellence

   

course overview


Available as in-house course only

Please contact us on 011 582 3333, or email training@biztech.co.za

The contact centre of any organisation is a critical component of providing customer service, selling, debt collection and/or assisting clients with their enquiries. As the frontline of the organisation, it also has a significant impact on the image and reputation of the company to the outside world. To ensure that your clients are treated professionally, BizTech is offering a training course on “Contact Centre/Call Centre Service Excellence”.

The course covers the following key topics:

CONTACT CENTRE OVERVIEW

  • The role of the contact centre in the greater business context 

  • Contact centre culture and environment

  • Standard operating procedures

  • The importance of the contact centre agent role to the organization

  • The impact and influence of agents on the company’s reputation

  • The importance of teamwork in a contact centre environment 

  • An overview of contact centre technology

KEY SKILLS OF A CONTACT CENTRE AGENT

  • Independent creative problem solving techniques

  • Identifying customer needs and meeting customer expectations 

  • Providing customer service excellence 

  • Dealing with objections 

  • Understanding the importance of product knowledge

  • Making contact with the right people 

  • Contact centre agents best practices 

  • Managing stress and staying motivated

  • Understanding what makes world-class service 

  • Identifying additional opportunities for service

CLIENT INTERACTION AND COMMUNICATION

  • Creating the right first impression

  • Good telephone etiquette

  • Active listening

  • Questioning Techniques

  • Confirming your understanding

  • Managing customer expectations

  • Understanding when and if it’s ok to break the rules

  • The right way to place customers on hold

  • Capturing information speedily and correctly

  • Using appropriate language

  • Closing a call professionally

  • Responding to queries via phone, email and fax

  • Write complete, concise, courteous and timely correct responses

INTERPERSONAL SKILLS – THE MOMENTS OF TRUTH

  • Handling difficult customers professionally and effectively

  • Resolving complaints

  • Managing your own emotions

  • Knowing how to recover from a botch-up

  • Preventing calls from escalating

  • Maintaining a positive attitude in all interactions

  • Handling requests that you can’t fulfill

  • Understanding appropriate assertiveness

PERFORMANCE MEASUREMENT AND MANAGEMENT

  • The role of metrics and statistics

  • Service level agreements overview

  • Quality of service

  • Common procedures in contact centres

  • Key performance indicators

who should attend

  • Customer service representatives

  • Sales/order desk representatives

  • Credit and collection representatives

  • Online sales and service representatives

  • Anyone else working in a call/contact centre or similar environment

outcomes

After attending this course attendees should be able to:

  • Improve client service through your contact centre

  • Increase contact centre effectiveness

  • Understand the role of a contact centre within the greater business and the importance of their role

take home tools

  • Training Manual & Electronic copy of study material

  • All delegates receive one month of telephonic support relating to course content

general


PROVISION OF THE COURSE BY BIZTECH INCLUDES

  • Dynamic and knowledgeable facilitators

  • Training File and a USB

  • Certificate of Attendance

  • Quality folder, notepad and pen

the venue

There is no restriction on location – we have provided in-house training from Namibia to Namaqualand. We work with our clients to manage all the necessary logistics.

bbbee compliance

BizTech is BBBEE level 4 compliant. This means that we are a 100% contributor and companies investing money in training their staff through BizTech can also improve their own BBBEE scorecard. Not only does it offer an opportunity to improve your company's Skills Development BBBEE category, but you can also improve your BBBEE Preferential Procurement category. In each case your company will benefit 100% of the spend made.