CONTACT CENTRE AND BUSINESS PROCESS OUTSOURCING – LEVEL 3

Further Education and Training Certificate

Course Purpose

The aim of this course is to cater to individuals, whether employed or unemployed, who aspire to work in the contact centre industry. As the call centre and front desks represent the company’s voice and face, they hold significant importance. Additionally, completion of this course can serve as an entry-level qualification for contact centre operations and management.

Students Enrolled Learnership and Skills Program

Bconsult’s class of 2022 Wholesale and Retail graduates!

Why Study Contact Centre And Business Process Outsourcing Level 3?

A Qualifying Learner Will Be Able To:

Analyze and resolve issues, by identifying problems and providing effective solutions.
Respond to customer inquiries with factual and accurate information.
Collect and process feedback, call logs, and performance metrics that is relevant to contact centers.
Utilize quality checks to better understand customer requirements and ensure that service standards are met consistently.
Address problems from changes and deviations, and take corrective action as necessary.
Execute operational activities within a Contact Centre and communicate them clearly and concisely.
Adhere to the required standards and regulations to maintain high levels of service quality and customer satisfaction.

Who Should Study Contact Centre Level 3?

The Contact Centre serves as a central hub for managing customer interactions across various channels. Contact Centre agents utilize a range of communication methods, such as email, social media, messaging, and chat, to handle inbound and outbound calls and engage with customers. This course equips learners with the necessary skills to manage both inbound and outbound traffic and handle diverse operations within the Contact Centre industry.