Short Courses

Call Centre Operator

Duration: 3-days
Maximum amount of Participants: 16
Facilitators: 1
NQF Level: 5
DCT Accreditation: Services SETA: Decision number 0263

About the Programme:

The Call Centre Operator course is designed to give participants the practical knowledge and skills that will equip them to successfully operate within a call centre. Some of the areas covered within this programme are:

  • Challenges and characteristics of an effective & efficient call centre
  • Creating a call centre that is conducive to productivity and service excellence
  • Client perceptions and behaviours towards call centres
  • Working with difficult customers
  • Qualities of an effective call centre operator
  • Communication skills for call centre operators
  • Dealing with Call Centre Stress
  • Advanced sales and service excellence techniques during call centre operations
  • Team work within a call centre environment
  • Turning calls into sales
  • Effective and efficient customer assistance

The workshop outcome:

On completion of this programme the participant should be able to enhance the purpose of the call centre through practicing effective and efficient call centre operation skills.

Specific outcomes of the workshop content:

Participants should achieve the workshop outcome by being able to:

  1. Know what it takes to establish a world class call centre
  2. Provide customer delight through providing service excellence
  3. Work with difficult customers
  4. Utilise communication and sales skills to provide excellent customer assistance during call centre operations

Training methodology:

The methodology is based on interactive learning, i.e. learners will learn by doing. Furthermore learners will use examples from their own organisations, thus ensuring that the learning is anchored at their workplace.
As with all DCT training programmes, we strive to effect actual change back at the workplace through effective and practical outcomes based training.

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