Call Centre Essentials curriculum
This short course is aligned to the following unit standards:4- “Demonstrate an understanding of Contact Centre and BPO working practices” unit standard identity number 377420. 30 minLecture1.1
- “Communicate with customers in a Contact Centre and BPO” unit standard identity number 377441. 30 minLecture1.2
- “Process incoming and outgoing telephone calls” unit standard identity number 14348. 30 minLecture1.3
- “Handle a range of customer complaints in a Contact Centre and BPO” unit standard identity number 377401. 30 minLecture1.4
Modules
Students who choose to undergo assessment will receive 27 credits towards the National Certificate Contact Centre and BPO (NQF 3).
9- Module 1: Welcome 30 minLecture2.1
- Module 2: Resources 30 minLecture2.2
- Module 3: Call Centre practices 30 minLecture2.3
- Module 4: Customer interaction and service delivery 30 minLecture2.4
- Module 5: Communication and customer service 30 minLecture2.5
- Module 6: Written communication 30 minLecture2.6
- Module 7: Effective telephone etiquette 30 minLecture2.7
- Module 8: Handle customer complaints 30 minLecture2.8
- Module 9: Complaint resolution 30 minLecture2.9
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