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Further Education and Training Certificate

Contact Centre and Business Process Outsourcing Support

NQF Level 3

South Africa is becoming a sought-after international destination for Business Process Outsourcing clients. The combination of a ready supply of well-educated people with a neutral accent and friendly nature, together with lower salaries, good infrastructure and pleasing geographical location are attractive reasons for foreign companies to establish their contact centre or back office processing units in the country. This programme is designed to prepare staff to work as a senior contact centre agent for the international BPO market.

Programme outline

Module 1. Learning in the Workplace

This module introduces the participants to the programme. They learn how to use the learning material effectively and to find suitable learning resources in the workplace.

Module 2. Personal Effectiveness

Work is more than earning a living but an opportunity for self-expression and personal achievement. It is important that the learners become clear of what they want to achieve and how successful people achieve their goals.

Module 3. Introduction to Contact Centres and Business Process Services

The purpose of this module is to instill in the employee a sense of professional pride. It outlines the opportunities that exist in the industry. The learner gains an insight of customer relationship management and what personal contribution they can make to the success of the business to eventually advance their career.

Module 4. Communications

Contact Centre work is about communicating with customers and providing excellent services.This module combines the two topics. The agents will get an overview of communications principles. They will learn specific communications skills such as listening, questioning, paraphrasing and how to give feedback. In terms of customer service, they will learn to how to understand customer expectations and how to fulfill them. Where applicable the agents will be trained in telesales. This unit standard covers the various fundamental unit standards related to written and verbal communication.

Module 5. Making and Receiving Calls

This module goes to the core of contact centre work and covers the most critical skills needed in day to day contact centre work. It covers the following topics:-

Customer Service

  • Greeting, transferring calls and taking messages
  • Exchanging information with customers
  • Addressing customers’ needs
  • Handling customer complaints
  • Escalating issues

Telesales

  • Getting the customers attention
  • Understanding a customer’s need
  • Making a proposal
  • Handling questions and objections
  • Finding agreement and closing a sale

Debt Collection

  • Ethical behavior in debt collection
  • Communicate effectively with customer
  • Steps in the debt collection process
  • Secure a promise to pay debt
Module 6. Team Work

Work can be repetitive and at times can get frustrating. Successful organisations therefore place great emphasis on creating a powerful team spirit that spurs people to higher performance. It is important for employees to learn how to work together as a team. This module will help them to achieve this.

Module 7. Time Management

Managing time is one of the fundamental professional skills. At the end of this module, the learner will be able to use a task list as a means of managing the work process, use a diary, prioritise tasks and prepare a work schedule to manage the work process within specified time-frames.

Module 8. Stress Management

Happy employees make happy customers. Working with customers is however not always easy. It is therefore important that the participants learn how to identify early signal of stress and be able to apply practical techniques to reduce stress.

Module 9. Classifications Systems and Managing Data

The participants learn how to interpret a classification system in order to organize, retrieve and dispose of records. The combine that understanding with how to access, analyse and present information using an electronic information system.

Module 10. Mathematical Skills

Numerical skills are important in contact centres and the BPO sector. They deal with large number of data, key performance indicators are tracked statistically and referred to daily. Depending on their function, agents also need to give their clients information of financial nature and most definitely must be able to manage their personal finances effectively.

Qualification details

  • Programme ID: 80566
  • Number of credits: 124

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  • Course completed on time 100% 100%
  • Meet all SETA requirements 100% 100%
  • Learners retained in programme 90% 90%
  • Learners nationally certified 80% 80%
  • Learners find permanent positions 70% 70%

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