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Call Centre

R2,800.00 per month

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Who should study this course?

Individuals interested in advancing their skills and knowledge within the call center domain should consider studying Call Centre. This qualification is ideal for those actively engaged in call center operations, aspiring to take on roles as team leaders, supervisors, or managers within the industry.

Students pursuing this course typically aim to deepen their understanding of call center management, customer service strategies, and operational efficiency. It caters to individuals seeking career growth within call center settings or those eager to develop their managerial abilities in this field.

Moreover, Call Centre is beneficial for professionals already working in call centers, aiming to enhance their expertise, refine their leadership skills, and gain comprehensive insights into effective call center management practices.

Why study Call Centre ?

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.

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Qualification Details

Programme ID: 71489
Number of credits: 132

Programme Outline

Achieving Personal Goals

Explain your role in achieving personal effectiveness in a business environment

Take charge of your own learning and development

Set clear goals for yourself

Team performance

Manage time more effectively

Think and act proactively in a variety of situations

Manage stress in the workplace

Manage Stress

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

Time Management

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

Managing Personal Finances

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

Communications

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

Interpreting Text

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

Leadership and Frontline Management

The building blocks of effective teams

Managing project documentation

The role of the team leader

Explain the impact of group dynamics

Motivate a team

Manage conflict in teams

Coaching in a Contact Centre

Managing project documentation

Evaluate your current overall effectiveness as a coach within the workplace environment

Managing project documentation

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

Effective Business Communication

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

Managing Resources in a Business

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

Managing Service Levels

Managing Resources in a Business

Managing Sales

Why choose us

We have successfully placed over 20 000 students into jobs over the past 20 years.

We have a network of over 200 companies, at which our students can gain work experience.

Our graduates have the skills that employers are looking for.

We have a Digital Lab to ensure that you are able to practically apply what you have learnt.

The material is developed and taught by industry experts.

Because our classes are small, you receive personal attention from our facilitators.

The payment plan is affordable. It only takes two years of learning before you start to earn more.

We guarantee you two job interviews

Is this programme for you?

The call center is a crucial support in today's digital world, ensuring smooth communication and top-notch customer service in various industries. Understanding call center operations enables individuals to handle complex systems, deliver outstanding service, and streamline communication effectively. This expertise provides a strong base in theories and practical applications for efficient management of call center operations in modern businesses.

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