About the Program
This is the first qualification for Customer Service Representatives (CSRs) who wish to work in call centres. CSRs who gain this qualification will have demonstrated competency in:
A call centre environment.
Understanding technology.
Communicating with customers or the public for the purposes of customer services, marketing, information gathering, emergency services, debt collection, operating a held desk and/or similar functions as per your organisations policies and procedures.
This qualification aims to give candidates training in the skills necessary to operate in a call centre or call handling
environment and the opportunity to develop skills in communication and working with others.
Target group
This qualification is ideal preparation for those who are interested in taking up a career in a call handling environment.
It can also provide formal recognition of the knowledge, understanding and skills of individuals already working, or who have worked, as a call handling operative. This qualification may be used as a taster or refresher course.
Work Experience
Although it is desirable , no minimum is required.
Course Content
- Legislation in the workplace
- Workstation familiarisation
- IT applications
- Call centre workshop and customer enquiries
- Telephone skills
- Personal development
- Communication skills
- Health, safety and legislation
- Personal development
- IT applications
- Telesales
- Customer service
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