TAP>Demonstrate an understanding of Contact Centre and BPO working practices

COURSE PURPOSE

The aim of this unit standard is to equip learners with knowledge and skills to develop and improve customer relationships and the delivery of successful, good customer service while operating in a Contact Centre and BPO environment.

WHAT YOU’LL LEARN

The aim of this unit standard is to equip learners with the comprehensive knowledge and practical skills necessary to develop and enhance customer relationships. By focusing on effective communication strategies and customer interaction techniques, learners will be able to provide exemplary customer service while operating in a Contact Centre and BPO (Business Process Outsourcing) environment. This unit will cover various aspects of customer service, including understanding customer needs, managing customer expectations, and resolving issues efficiently and professionally. Through this unit, learners will gain the ability to foster long-lasting, positive relationships with customers, contributing to increased customer satisfaction and loyalty. This, in turn, will lead to improved performance and success for both the individual and the organisation within the highly competitive Contact Centre and BPO industry.