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Team Intelligence in a Contact Centre

R3,590.00

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Short Courses
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Description

This Team Intelligence in a Contact Centre programme provides an introduction to the dynamic world of contact centres and business process outsourcing. Learn how to cultivate a cohesive and efficient team that delivers excellent customer experiences using collaboration and effective communication techniques.

Learning Outcomes

  • Demonstrate an understanding of Contact Centre and BPO working practices.
  • Apply knowledge of self and team in order to develop a plan to enhance team performance.
  • Identify causes of stress and techniques to manage it in the workplace. 
  • Use time management techniques to manage time in a financial services environment.

Target Audience

  • Aspiring contact centre agents and customer service representatives.
  • Individuals who already work as contact centre and/or BPO professionals seeking to enhance their contact centre skills for career growth.

What You Will Learn

Introduction to Contact Centre and Business Process Outsourcing

  • Short Course 1
During this Introduction to Contact Centre and Business Process Outsourcing course you will learn the following:
  • Defining a Contact Centre
  • Types of Contact Centres/Business Process Outsourcing
  • Main objectives of a Contact Centre
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Effective Communication to Enhance Team Performance

  • Short Course 2
During this Effective Communication to Enhance Team Performance course you will learn the following:
  • How to develop self-awareness as a contact centre professional.
  • Social styles and how to identify your own social style.
  • How to increase your effectiveness as a team player.
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Contact Centre Time Management Solutions

  • Short Course 3
During this Contact Centre Time Management Solutions course you will learn the following:
  • Planning and prioritization.
  • How to manage time management challenges.
  • Manage your personal productivity by settings goals and action plans.
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This Course is Also Featured in:

Contact Centre & Business Process Outsourcing Support
The Contact Centre & Business Outsourcing Support (CC&BPO) programme is designed to equip you with the essential knowledge and skills required to excel in the dynamic world of customer service and business process outsourcing. You will gain a solid foundation in contact centre operations, customer...
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Enjoy a
0% interest
payment plan spread over
6 weeks or 3 paydays.

Enjoy a 0% interest payment plan spread over 6 weeks or 3 paydays.

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