Course: Introduction to Contact Centre Maths (6 x days; 13 credits). Outcome: Prepare learner to meet the fundamental numeracy requirement in a contact centre.

• Module 1: Using Maths to manage my budget
• Module 2: Importance of being numerate in a contact centre
• Module 3: Applying statistics to research trends in a Contact Centre
• Module 4: Using Maths to solve Contact Centre problems
• Module 5: Exploring shape and motion within a Contact Centre environment

Course: Contact Centre Orientation (2 x days; 4 credits). Outcome: Orientate to the learnership and the Contact Centre.

• Module 1: Introducing your learnership
• Module 2: Introducing Contact Centres
• Module 3: Key concepts for understanding Contact Centre
• Module 4: The Contact Centre Agents role

Course: Connecting with your customer (1 x day; 25 credits). Outcome: This workshop equips you with listening, questioning, and communication skills.

• Module 1: Connecting with your customer
• Module 2: My customer connection tool

Course: Creating delighted customers (2 x days; 4 credits). Outcome: According to the Contact Centres Service Standards

• Module 1: My customers
• Module 2: Creating a service culture
• Module 3: Handling complaints and difficult customers

Course: Telephone tactics (2 x days; 58 credits). Outcome: Effectively manage in and outbound customer interaction using telephone and multiple media

• Module 1: Introducing telephone tactics
• Module 2: Meeting performance standards in a Contact Centre
• Module 3: Your telephone tactics toolkit

Course: The Power of We (1 x day; 10 credits). Outcome: Works as an effective member of a Contact Centre team.

• Module 1: Introduction
• Module 2: Individual and team goals
• Module 3: All about teams
• Module 4: Dealing with team conflict
• Module 5: Communication in teams

Course: Celebrating Diversity (1 x day; 8 credits). Outcome: Communicate and interact with diverse customers and colleagues.

• Module 1: Introduction
• Module 2: Impact of culture
• Module 3: Mental models, shadows and plugs
• Module 4: Celebrating diversity in your Contact Centre

Course: Introduction to Contact Centre Business Writing (1 x day; 10 credits). Outcome: Equip Contact Centre Agents to produce concise, grammatically correct, professional written documentation for internal and external use.

• Module 1: Language style, word choice, and punctuation
• Module 2: Business letters
• Module 3: Memos, faxes, emails, minutes
• Module 4: Report writing

Course: Problem solving (1 x day; 17 credits). Outcome: Source and evaluate information and provide support to solve Contact Centre project problems.

• Module 1: Introduction
• Module 2: Identifying problems in a Contact Centre
• Module 3: Creative problem solving in a Contact Centre
• Module 4: Applying problem solving to Contact Centre problems