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Course overview
The purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager. A Contact Centre Manager manages and optimises quality contact centre operations and practices.
What will i learn?
- Manage and control costs of a contact centre.
- Manage and control operational planning and the achievement of operational targets.
- Manage personnel employed in a contact centre.
- Manage customer and supplier relations.
- Manage and assure the achievement of contact centre quality standards.
- Manage and control the efficiency of contact centre processes and technology.
Requirements
- level 4
Curriculum for this course
26 Lessons
01:54:53 Hours
BASIC PRINCIPLES OF COMMUNICATION
9 Lessons
00:32:07 Hours
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Learning Outcome
00:00:37
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1.1. PRINCPLES OF EFFECTIVE COMMUNICATION
00:02:05
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1.2 THE COMMUNICATION PROCCESSES
00:02:37
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1.3 LISTENING SKILLS
00:02:25
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1.4 BARRIERS TO EFFECTIVE INTERPERSONAL INTERACTION (PERCEPTIONS,CULTURAL DIVERSITY , SEMANTIC BARRIERERS
00:03:34
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TONE OF VOICE
00:02:36
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COMMUNICATION BARRIERS
00:01:23
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PERCEPTIONS
00:02:50
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Formative Assessment
0:14:00
Formal business communication
12 Lessons
01:12:55 Hours
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Formative Assessment
0:12:00
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2.1 Reports
00:03:27
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2.2. Electronic communication
00:06:53
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2.3 Meetings and meeting procedures
00:04:01
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2.3 Meetings and meeting procedures
00:04:01
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2.4. Presentations
00:04:34
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2.5 Business letters and notices
00:09:26
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2.6. Telephonic communication
00:07:10
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2.7 Facilitation
00:06:54
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2.8. Conflict resolution
00:08:50
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2.9 Negotiations
00:03:54
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2.10. Dissemination of information
00:01:45
Non-verbal communication
5 Lessons
00:09:51 Hours
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Learning Outcome
00:00:31
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3.1 Body language
00:02:30
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3.2 Facial expressions
00:01:37
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3.3 Voice control
00:03:42
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3.4 Dress code
00:01:31
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Other related courses
01:49:35 Hours
Updated Fri, 28-Jun-2024
4
R5000
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