Overview

The Certificate in Contact Centre and Business Process Outsourcing (BPO) is designed to provide individuals with the skills and knowledge required to work effectively in a contact centre environment. 

This qualification provides foundational knowledge of contact centre and BPO operations, enabling learners to deliver high-quality customer service across various sectors, including Marketing, Account Management, Sales, Hospitality, Tourism, Emergency Services, Retail, Telecommunications, Financial Services, and Credit Control.

Programme Outline

• Learning in a Workplace
• Introduction to BPO Centres
• Time Management
• Communication at Work
• Stress Management
• Making and Receiving Calls
• Negotiation Skills
• Systems Classification
• Mathematics

Skills You will develop

With this qualification you will be able to resolve customer issues efficiently, work effectively in a team, and utilize various communication platforms.

Possible Careers

• Customer Service Representative
• Call Centre Agent
• Technical Support Specialist
• Sales Support Representative
• Helpdesk Support
• Back Office Support