Call Centre Agent Training

Call Centre Agent Training - key requirements to be a successful agent in a call centre.

Many call centre environments provide agent training that only recognises the core function of the agent’s job and do not expose them to the bigger picture of the call centre.

Siyandza Offers Call Centre Agent skills programs which can be tailored to suit your business needs. In these courses Agents will understand:

• Why they are a part of the call centre.
• How to be successful in their role.
• The importance of their role to the organisation.
• The influence they have in the public’s perception of the organisation.

Who should attend: Call Centre Agents

Skills Programs Courses

Call Centre Culture (NQF 4/4 credits)

A true understanding of the call centre culture is key to the success of any employee working within a call centre. This call centre training module deals with the principles and concepts of a call centre as well as the benefits of adopting a call centre culture.

Handle Customer Complaints (NQF 4/4 credits)

The ability to handle complaints from customers in a call centre is a valuable skill required by call centre agents. This call centre training module entails practical techniques and ideas on identifying the customers’ problem and finding real solutions.

Identify and Respond to Customers’ Needs (NQF 2/12 credits)

The ability to communicate effectively with a customer is the basis on which other skills are built. The customer’s experience can be positively or negatively impacted by the communication skill level of the call centre agent. This call centre training module deals with listening techniques, telephone etiquette and the communication process.

Meet Performance Standards (NQF 2/6 credits)

Call centre systems and processes are varied and complex. These systems and processes are focused on managing customer relationships and queries. This call centre training module deals with the communication processes and systems utilised within a call centre.

Problem Solving (NQF 3/5 credits)

The ability to solve problems is an important skill required by call centre agents. This call centre training module deals with obtaining and evaluating information to contribute to the problem solving process.

Provide Information to Customers (NQF 2/12 credits)

The ultimate purpose of a call centre is to provide information to customers. This call centre training module deals with identifying the needs of customers and fulfilling those needs by means of providing information or services.

Collect and Record Information (NQF 2/8 credits)

Information regarding the customers must be collected and tracked. This call centre training module deals with the techniques used to elicit information from customers and the recording process.

Call Centre Team Work (NQF 4/5 credits)

The call centre environment is centred around team dynamics and the ability for each individual to work effectively as part of a team. This call centre training module deals with communication, reporting and resolving areas of conflict within the team.