Our Services

Contact Centre Training Services

The Skills Facilitator is committed to providing, professional, performance-enhancing skills, to improve your service delivery and business results within the contact centre and retail industry.

All our skill programmes have been specifically designed and developed for the contact centre industry and aligned to the Call Centre unit standards. The skills programmes are practical and modular in approach, to facilitate access to learners and ensure skills transference is applied in the workplace and re-enforced as confidence increases through positive results.

The Skills Facilitator uses the “Nadler Critical Events Model” Training cycle process, which incorporates the following steps:-

1. Determine the need - Identify the Training Need (Analysis phase) and target audience
2. Determine learning objectives and specific outcomes
3. Training development delivery
4. Evaluate and measure performance
5. Assessment and Feedback

To ensure that the following training programmes are customized in accordance with your business requirements, the training cycle is re-viewed in a consultative meeting with key players; in addition input obtained during the pre-assessment process is used to set specific objectives for teams or individuals in your business.

Practical examples, scenario’s, contexts, product information is incorporated into the skills programme to ensure it is customized for your specific requirements.

A detailed feedback report and assessment report is provided and discussed with the pre-defined contact centre management, training team members and the attendee. The report is to be used for enhancing performance, a record of learning and as an additional source of evidence for attendee’s portfolio required for assessment in the pursuit of credits leading towards their defined qualifications.

The Skills Facilitator skills programmes are continuously improved and refined to ensure better results. Feedback is welcomed and constructively utilized to ensure a better product for you.

The Skills Facilitator proudly presents the following skills programmes, which have been developed and aligned to the National Qualifications Framework – South African Qualifications Authority Registered Qualifications and aligned to the international call centre standards - CIAC standards.

Pricing & Consulting Rates

The Skills Facilitator will conduct an initial meeting with the Client to understand their organisational and operational needs, on completion of the analysis, a detailed proposal will be sent. The proposal will specify the interventions to be undertaken as projects.

Each project will be allocated a duration to complete with associated cost.

Thank you for the opportunity of being able to share what we can offer to you.

We trust that we can assist you and look forward to the possibility to start a special relationship that will positively impact your performance results.