Process incoming and outgoing telephone calls
COURSE PURPOSE Learners will be working towards obtaining a national qualification at Level 2 or are currently employed in an administrative environment, including SMMEs (Small, Medium, and Micro Enterprises). The acquisition of competence against this standard will enhance the learner’s …
Overview
COURSE PURPOSE
Learners will be working towards obtaining a national qualification at Level 2 or are currently employed in an administrative environment, including SMMEs (Small, Medium, and Micro Enterprises). The acquisition of competence against this standard will enhance the learner’s job performance and improve their chances of finding employment. Learners will also be well positioned to extend their learning and practice into other areas of the business environment, or to strive towards professional standards and improved performance.
WHAT YOU’LL LEARN
The qualifying learner is capable of employing effective telephone etiquette, answering the telephone according to organisational standards, and processing incoming calls in line with these standards.
Curriculum
Curriculum
- 4 Sections
- 19 Lessons
- 1 Day
- Unit 1: Employ effective telephone etiquette5
- 1.0Telephone etiquette and answering procedures are explained.
- 1.1The factors that hinder communication processes are identified and explained.
- 1.2Calls are handled with discretion and confidentiality.
- 1.3Caller is put on hold when not conversing directly with the caller.
- 1.4A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold.
- Unit 2: Answer telephone according to organisational standards4
- Unit 3: Process incoming calls according to organisational standards5
- 3.0Call is redirected as appropriate
- 3.1Multiple lines and holding techniques are handled using correct technique
- 3.2Calls are screened as per standard operating procedures
- 3.3Message is taken and transmitted if required / requested according to organisational requirements
- 3.4Further assistance is obtained from an appropriate source, if required
- Unit 4: Process outgoing calls in accordance with organisational requirements5
- 4.0Information and documentation required for the call are obtained and prepared
- 4.1Outgoing call is dialed using the correct number
- 4.2Purpose of the call is stated clearly and according to organisational procedures
- 4.3Resulting actions from calls are recorded
- 4.4Messages are left, if required / requested according to organisational requirements
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Course Features
- Lectures 19
- Quiz 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 0
- Assessments Yes