contact centre / call centre service excellence

course overview

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 toolss

• Training Manual & CD

• 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 CD

• 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 1 compliant. This means that we are a 135% 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 135% of the spend made.