Contact Centre Support Operations

This course is designed to meet the needs of those learners who enter the field of Contact Centres. Contact Centres have become key business tools – integral to the way organisations achieve their business objectives.

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This course is designed to meet the needs of those learners who enter the field of Contact Centres.

Contact Centres have become key business tools – integral to the way organisations achieve their business objectives. Contact Centres are a new industry – there is a need to develop career paths in this field, and it is a high growth industry constantly in need of skilled people.

The qualifying learner will be quipped to:

  • Eliciting information from customers.
  • Offering information to others.
  • Recording information from customers.
  • Referring escalating requirements.
  • Retrieving calls from customers.
  • Inputting subject information from customers in accordance with specific.
  • Contact Centre requirements.
  • Responding to queries from customers.
  • Providing follow up to customers requests.
  • Placing calls to customers.
  • Recording information from customer.
  • Responding to queries from customers.
  • Providing follow up to customers’ request.

Unit Standard 10350

1
Lesson 1: Elicitation
3:48
2
Lesson 2: Active Listening
1:15
3
Lesson 3: Contact Quality
1:20
4
Lesson 4: Questioning Techniques
4:05
5
Lesson 5: Formulating Questions
4:14
6
Lesson 6: Response Time
4:38
7
Lesson 7: In-house or Out-Source
2:53
8
Lesson 8: Communicating Effectively
4:42
9
Lesson 9: Verbal and Written Communication
3:41
10
Lesson 10: Being put on hold
3:56
11
Lesson 11: Good Agents
3:28
12
Lesson 12: Paraphrasing
3:31
13
Lesson 13: Good Record Keeping
5:39
14
Lesson 14: Why Record?
4:40
15
Lesson 15: Digital Record Keeping
3:08
16
Lesson 16: Escalations
6:46
17
Lesson 17: Angry Customers
8:28
18
Quiz 1: Elicit Information
7 questions

Unit Standard 10358

1
Lesson 1: Criticism
4:30
2
Lesson 2: Telephone Etiquette
4:05
3
Lesson 3: Transfers and Answering Machines
6:50
4
Lesson 4: Technology
2:28
5
Lesson 5: First Impressions
3:27
6
Lesson 6: Using your Speaking Voice
6:47
7
Lesson 7: Useful Phrases
4:07
8
Lesson 8: Multi-Tier Support
1:51
9
Lesson 9: Phone Messages
3:42
10
Lesson 10: Questioning
3:44
11
Lesson 11: Capturing Relevant Information
12
Lesson 12: Consumers of IT
5:42
13
Lesson 13: Dealing with Complaints
7:05
14
Lesson 14: Resolving Customer Requests
5:04
15
Lesson 15: Follow-Up
5:39
16
Quiz 2: Dealing with Customers
7 questions

Unit Standard 13883

1
Lesson 1: Placing Calls
3:10
2
Lesson 2: Leaving a Good Impression
2:31
3
Lesson 3: Providing Relevant Information
1:41
4
Lesson 4: Closing a Call
3:38
5
Lesson 5: Capture Relevant Information
6:31
6
Lesson 6: Complaints
5:38
7
Lesson 7: Dealing with Complaints
4:01
8
Lesson 8: Outbound Agents
4:45
9
Lesson 9: Negotiations
01:25
10
Lesson 10: Respond with Relevant Information
04:10
11
Lesson 11: The BIF Approach
03:18
12
Lesson 12: Great Telesales Agents
12:12
13
Lesson 13: Following Company Response Requirements
05:09
14
Lesson 14: Following Up
04:54
15
Lesson 15: Keep your Customers Informed
03:36
16
Quiz 3: Placing Calls
6 questions

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3 hours
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