TAP>Manage in-bound and/or out-bound calls in a Contact Centre
COURSE PURPOSE The aim of this unit standard is to equip learners with knowledge and skills to operate in-bound and conduct out-bound calls from a Contact Centre. WHAT YOU’LL LEARN People credited with this unit standard will be able to …
COURSE PURPOSE
The aim of this unit standard is to equip learners with knowledge and skills to operate in-bound and conduct out-bound calls from a Contact Centre.
WHAT YOU’LL LEARN
People credited with this unit standard will be able to respond to inbound calls related to campaigns in a contact centre and conduct outbound telemarketing and sales campaigns from a contact centre.
Curriculum
- 3 Sections
- 15 Lessons
- 1 Day
- Unit 1: Respond to in-bound calls relating to marketing campaigns in a contact centre5
- 1.0Calls are retrieved according to service specific procedures and methodologies
- 1.1In-bound calls results relating to a marketing campaign are documented, recorded and captured using specific format requirements, procedures and systems within company specific timeframes
- 1.2Information is verified according to service standard practices
- 1.3Follow up procedures are conducted according to industry requirements
- 1.4Information is analysed to determine any escalations to other parties
- Unit 2: Conduct out-bound telemarketing campaigns from a contact centre7
- 2.0Campaign objectives procedures are explained using organisational campaign guidelines
- 2.1Campaign information to be communicated to customers is prepared according to campaign objectives and plan
- 2.2Details of the campaign information to be conveyed to customers and/or products and services are described in accordance with organisational procedures
- 2.3Enquiries and/or the provision of products and services are processed in accordance with the nature of the campaign
- 2.4Results of out-bound telemarketing campaigns are recorded using organisational specific formats and requirements
- 2.5Sales transactions are concluded within company specific timeframes
- 2.6The sales transaction is consistent with the customer’s requirements
- Unit 3: Provide follow up to customer's requests3
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Course Features
- Lectures 15
- Quizzes 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 0
- Assessments Yes