Apply out-bound Contact Centre Operations within a commercial environment
COURSE PURPOSE This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact …
Overview
COURSE PURPOSE
This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisitions of competence against this standard will add value to learner’s job. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry.
WHAT YOU’LL LEARN
Certainly! Here’s an expanded version:
The qualifying learner is proficient in placing calls to customers and recording pertinent information accurately. They are adept at responding to customer queries with clarity and efficiency, ensuring that all concerns are addressed promptly. Additionally, the learner demonstrates the ability to provide thorough follow-up on customers’ requests, ensuring that all issues are resolved and that customer satisfaction is maintained. This competency ensures effective communication and strong customer service within a contact centre environment.
Curriculum
Curriculum
- 5 Sections
- 23 Lessons
- 1 Day
- Unit 1: Place calls to customers4
- 1.0Calls are placed to the correct customers as defined in workplace instructions or worksheets.
- 1.1Calls are made utilising company-specific technology or systems effectively.
- 1.2Relevant, accurate information is provided to customers.
- 1.3Calls are conducted and closed within company-specific timeframes.
- Unit 2: Record information from customers6
- 2.0The correct information for inputting purposes is identified.
- 2.1Information is inputted accurately.
- 2.2Information is recorded and inputted within company-specific timeframes.
- 2.3The information captured is relevant according to the customers’ requirements.
- 2.4The information captured is consistent with company-specific formats and requirements.
- 2.5Information is verified according to company standard practices.
- Unit 3: Respond to queries from customers4
- Unit 4: Handle a sales transaction telephonically5
- 4.0Sales transactions are concluded within company-specific timeframes
- 4.1Sales transactions are concluded wherein the sale is confirmed where appropriate to do so
- 4.2Sales transaction discourse follows Contact centre-specific scripting or response requirements
- 4.3Sales transactions are concluded accurately
- 4.4The sales transaction is consistent with the customer’s requirements
- Unit 5: Provide follow up to customers\' requests4
You May Like
Situational Judgement Assessment
PURPOSE Welcome to the Situational Judgement Assessment: Test your workplace judgment and ethics. Tasks include problem-solving, communication, leadership, and time management. Feedback aids skill improvement....
PAIA Act Online Course | Learn About South Africa’s Access to Information Law
Comprehensive PAIA Act Online Course Learn the fundamentals of the Promotion of Access to Information Act (PAIA) and understand your rights to access public and...
Apply Legal Aspects in a Security Environment
COURSE PURPOSE This unit standard will be useful to people who aim to achieve recognition at some level in Further Education and Training or to...
Use time management techniques financial services environment
COURSE PURPOSE This unit standard introduces techniques of time management that will enable learners to be efficient workers in a financial services workplace. The focus...
Perform Basic Fire Fighting
Overview This course equips learners with essential skills to identify types of fires, implement fire prevention measures, ensure proper housekeeping practices, and effectively handle fire-fighting...
Course Features
- Lectures 23
- Quiz 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 0
- Assessments Yes