Call Centre Management
R5 200.00
This course is designed for candidates that are interested in managing a call centre. Learn the skills for hiring, training, coaching, and leading call centre representatives as they provide support for customers. You will also learn how to answer typical questions representatives might have and how guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by the agents.
 Distance learning |
 Start anytime |
 Study duration (Months) |
 Study material & shipping |
 Dedicated support team |
 Certified by College SA |
- Course fee
- About the course
- Admission requirements
- Accreditation status
- Assessment details
- What to expect
- Enquire now
Course fee
Cost: R5 200.00
Deposit: R1 040.00
Monthly instalments: R693.33 x 6
Study duration: 8 months
About the course
Course code: C01035
Subjects:
Customer Satisfaction
- Clearing the Barriers
- Building the Foundation
- Using the Tools
Call Centre Management
- Call Centre Fundamentals
- Call Centre Technology
- Employee Motivation and Monitoring
- Employee Management
- Customer Management
- Managing for Excellent Service
- Communicating Information to Executives
Managing Performance
- Understand Performance Management
- Performance Planning Meeting
- Appraising Employee’s Performance
- Legal Appraisal
- Performance Improvements
Customer Relationship Management
- Customer Loyalty
- CRM Basics
- Preparations for CRM
- CRM Implementation
- eCRM
- eCRM Customisation and Goals
Admission requirements
Academic grade: No minimum school pass requirements or formal prerequisites.
Language: Proficiency in English.
Expertise level: Beginner.
Equipment: Access to a PC or laptop with a reliable internet connection to submit assignments on the Online Classroom.
Effort: Self-paced learning.
Accreditation status
Course type: Short course
Certification: Certificate confirming course completion.
Certification issued by: College SA
Assessment details
Completed assignments are uploaded to the College SA Online Classroom for marking by our assessor.
What to expect
Dedicated support team
We understand that students may require guidance and support to navigate the learning journey, and our Client Services team is always ready to assist them in every possible way. Our team is readily available during office hours and can be contacted via email, phone, WhatsApp and social media.
Orientation session
The virtual orientation session will set you up for academic success and assist you in your transition to distance and digital learning at College SA. The aim of this session is to give you information about your course and also answer frequently asked questions.
Online classroom access
The Online Classroom is easily accessible from your cell phone or PC. You have access to a range of resources and facilities, designed to support your learning journey. You can also submit assignments on the Online Classroom. Managing your assignments is simple, fast, and reliable.
Study material and courier delivery included
Our study material and textbooks are included in the total course fee, so you do not have to worry about sourcing your own textbooks. We will send you all the necessary study material to complete the course. Material is sent via courier, at no additional charge when you reside in South Africa!
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