
Why consider the Contact Centre Operations NQF Level 4 Course?
Contact centre supervisors, or team leaders, manage the performance of between 10 to 15 agents. They are responsible for motivating and guiding their team, including coaching and performance management. From a call perspective, they manage schedule adherence, call quality, call duration and first call resolution. They are also required to analyse statistics and present information to management.
What will learners gain from the Contact Centre Operations NQF Level 4 Qualification?
Learners will leave knowing how to:
- Use statistics to improve performance.
- Improve schedule adherence, call quality, first call resolution and call duration.
- Motivate and guide their team.
- Develop team members through coaching.
- Analyse and present information.
- Achieve personal and career goals.
Module 1. Achieving Personal Goals
On completion of this module, you should be able to:-
- Explain your role in achieving personal effectiveness in a business environment
- Take charge of your own learning and development
- Set clear goals for yourself
- Manage time more effectively
- Think and act proactively in a variety of situations
- Manage stress in the workplace
Module 2. Managing Stress
On completion of this module, you should be able to :-
- Identify the causes and effects of stress
- Establish how different personality types respond to stress
- The link between body and mind
- Ways to manage stress in your personal life
- How to manage stress in a call centre environment
Module 3. Time Management
On completion of this module, you should be able to :-
- Create a sense of urgency
- Set up and use systems and tools for time management
- Organise and prioritise your work
- Complete your actions
- Review and account for your time
- Understand and overcome the obstacles to time management
Module 4. Managing Personal Finances
On completion of this module, you should be able to :-
- Use mathematics to plan and control financial instruments
- Use simple and compound interest to make sense if and define a variety of situations
- Use mathematics to debate aspects of the national and global economy
Module 5. Communications
On completion of this module, you should be able to :-
- Respond critically yet sensitively as a listener/audience
- Analyze own responses to spoken /signed texts and adjust as required
- Use strategies to be an effective speaker/signer in sustained oral/signed interactions
- Evaluate spoken/signed discourse
Module 6. Interpreting Text
On completion of this module, you should be able to:-
- Critically analyze texts produced for a range of purposes, audiences, and contexts
- Identify and explain the values, attitudes and assumptions in texts
- Evaluate the effects of content, language and style on readers’/viewers’ responses in specific texts
Module 7. Leadership and Frontline Management
On completion of this module, you should be able to :-
- The building blocks of effective teams
- The role of team members
- The role of the team leader
- Explain the impact of group dynamics
- Motivate a team
- Build an effective team
- Manage conflict in teams
Module 8. Coaching in a Contact Centre
On completion of this module, you should be able to:-
- Evaluate your current overall effectiveness as a coach within the workplace environment
- Define and determine what measures define effective coaching
- Develop an effective coaching process by adopting and implementing coaching tools to aids in in the development of our learners
- Establish elements to conducting effective coaching sessions in a contact centre enviroment
Module 9. Effective Business Communication
On completion of this module, you should be able to :-
- Use textual features and conventions specific to business texts for effective writing
- Identify and collect information needed to write a text specific to a particular function
- Compose a text using plain language for a specific function
Module 10. Managing Resources in a Business
On completion of this module, you should be able to:-
- Explain your role in achieving personal effectiveness in a business environment
- Take charge of your own learning and development
- Set clear goals for yourself
- Manage time more effectively
- Think and act proactively in a variety of situations
- Manage stress in the workplace
Module 11. Managing Service Levels
The module requires learners to provide evidence of their Contact Centre operational and statistical knowledge, skills and problem solving abilities. Through debates and group work, learners will be exposed to best practice methods and also get an opportunity to share their own lessons and best practice methodologies, be that in an outbound or inbound environment.
Module 12. Managing Services
Module 13. Managing Sales
On completion of these module, you should be able to:-
- Identify client types and needs in a Contact Centre
- Cross-sell products in a Contact Centre
- Close sales in order to meet targets
- Determine and communicate product features, advantages and benefits
- Describe physical specifications of features, advantages and benefits
- Establish and build the customer base
- Compose a text using plain language for a specific function
- Programme ID: 71489
- Number of credits: 132
Learning Delivery Options
In house Learnerships
Recognition of Prior Learning
Skills Programmes
e-Learning
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Learner Recruitment
Skills Audit and Planning
In-house Acadamies
Why choose i-Fundi?
Accreditation
Quality
Experience
Community
- Course completed on time 100%
- Meet all SETA requirements 100%
- Learners retained in programme 90%
- Learners nationally certified 80%
- Learners find permanent positions 70%