Training for Call Centre Agents

The quick thinking problem-solvers

Being a good Call Centre agent is not easy, but if you have mastered the art of being a Call Centre agent your worth for the business is more than you can imagine. Customers wants accurate information, and the business wants their debtors to pay up. Without good Call Centre agents neither is possible.

CC 01:                    Call Centre Refresher Course

Purpose:              to brush up on Call Centre generic skills such as phone communication, negotiation, hold and escalation procedures, difficult customers.

Duration:            Three days

Content:              Diversity of customers; Difficult customers; Telephone communication and etiquette, negotiation techniques, hold and escultion of phone calls; Company rules and knowledge.

Minimum requirements:         Matric with English, with previous training and/or experience in a Call Centre.

Dates:                 

  • 24-26 May 2017;
  • 3-5 July 2017;
  • 25-27 October 2017

Fees:                    R 1 000.00

Enroll:                 To enroll contact the office at 011 791 1229 or visioninaction@homonovus.co.za between 08h30 and 15h30.

 

CC 02:                    Contact Centre generic skills and inbound calls

Duration:            Eight days

Purpose:              to equip candidates with generic and specific skills to operate effectively in an inbound Call Centre.

Content:              Function & value;  ‘Difficult’ callers & diversity; Phone communication; Rapport, empathy & phone etiquette; Hold & escalation procedures; Negotiation; Inbound scenarios;  Company rules & knowledge.

Minimum requirements:         Matric with English

Dates:                 

  • 8-17 March 2017;
  • 16-25 August 2017;
  • 20-28 September 2017

Fees:                    R2 500.00

Enroll:                 To enroll contact the office at 011 791 1229 or visioninaction@homonovus.co.za between 08h30 and 15h30

 

CC 03:                    Call centre generic skills & debt collection

Purpose:              to equip candidates with skills to function successfully in a debt collection environment.

Duration:            Eight days

Content:              Credit & Debt;   Agent’s role;   Collection goals;   Payment options;   ‘Delinquent’ customers;   Arrears education; Communication skills;  PTP negotiation;  PTP company rules;  Escalation;  A typical debtors’ system    

Minimum requirements:         Matric with English

Dates:                 

  • 27Mar-5Apr 2017;
  • 29May – 7June 2017;
  • 24July – 2 August 2017;
  • 4Sept-13 Sept 2017

Fees:                    R2 500.00

Enroll:                 To enroll contact the office at 011 791 1229 or visioninaction@homonovus.co.za between 08h30 and 15h30