Our Training Programmes
Contact Centre Training Programmes
The following training services have been provided to our customer’s dependent on their needs identified:
- Training Needs Analysis – Organisational, Operational and Individual – conduct a full needs analysis to identify the Contact Centre training gaps
- Operational or Departmental and individual needs identification: We use a fully integrated Skills Audit System that is focused on assessing individual competencies
- Development of Customised Training Material and Performance Standards Documents that directs the individual’s, teams and departments performance.
- Integrated Induction Training Programmes that use full assessment methodologies
- Service Management Principles and Values
- Customer Handling Skills
- GSM and application skills
- Products, Services and application to the Customer Contact Handling
- Policies, Processes, and Procedures application to the Customer Contact handling
- Systems integration
- Contact Centre Training Programmes for all management levels
- Contact Centre Training and Skills Programmes aligned to the South African National Qualifications Framework standards and the CIAC standards.
- Customer Handling Skills
- Service management Principles
- Contact Centre Supervisor Training
- Key Contact Centre Supervisory Skills
- Coaching for sustained outputs
- People and Performance Management for Supervisors
- Contact Centre Manager Training
- Leadership Programme
- People and Performance for Managers
- Workforce Optimisation
- Quality Assurance Management
- Train-the-Trainer programmes – to develop and accredit the in house training teams to provide ongoing induction training programmes ensuring that they are able to transfer the required skills and ensuring all training is conducted in the most cost effective and efficient manner.
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