Our Services
Courses
Number of Training Days
Course Content
Credits
Unit Standard ID
Cost Per Delegate (excluding VAT)
3
Orientation to Contact Centres
4
8
13872
10354
R2 322.00
4
Occupational Learning
5
5
5
8967
13874
119454
R3 096.00
4
Numeracy
2
3
3
5
7469
7480
9007
9008
R3 096.00
4
Service Excellence
12
4
5
10348
13873
13873
R2 322.00
3
Problem Solving Skills
5
3
9009
13886
R2 322.00
3
Business Writing Skills
5
5
119463
119456
R2 322.00
5
Inbound Contact Centre Skills
12
8
6
8
12
10349
10350
10353
10358
13885
R3 870.00
3
Outbound Contact Centre Skills
16
13884
R2 322.00
Business Skills Courses for in House Training
Half a day
Quality Assurance (compliance and quality)
R950.00 per Delegate
Half a day
Handling Complaints/Queries
R950.00 per Delegate
Half a day
Handling Objections
R950.00 per Delegate
Half a day
Customer Service
R950.00 per Delegate
Half a day
Business Writing Skills
R950.00 per Delegate
All our Training includes:
- Course facilitation by a subject expert
- NQF aligned comprehensive learner guides
- Certificates // pens / notebooks / workbooks
- Personal accountability & commitment plan
- Attendance register/evaluation forms
- Snacks and refreshments
- “Contact for Coach” – post-course support
Training Approach
Our team of expert trainers challenge delegates, encouraging active participation through:
- Role-plays
- Break-0away sessions
- Relevant business exercises
- Calibration sessions
- Questionnaires
- Discussion Activities and
- Case Studies
Services
Call Monitoring
Description:
Includes listening to and evaluating 12 call recordings per month for every call centre agent
Cost per call is linked to the number of call centre agents
• 1 – 10 agents: R55.00 per call
• 11 – 30 agents: R45.00 per call
• 31 – 50 agents: R40.00 per call
• 50+ agents: R35.00 per call
Escalations
Description:
Informing agents and management of the transgression committed by the agent
Providing measures to be implemented to ensure that the transgression is not repeated
Cost: Free
In-house Reporting
Description:
The reports are sent out monthly and include the following:
– Quality and Compliance Overall Scores
Additional monitoring findings Coaching Calibration Sessions Improvement areas The Wins Training Sessions
Cost: Free
Coaching
Description:
Coaching is offered after an agent has received 3 escalations or as per client’s request
One on one coaching with the agent
To identify the root cause of the behaviour
To provide recommendations
Assist agent with the action plan
Cost: R450.00 per agent per session
Additional Call Monitoring
Description:
– Complaints and query handling
– Client’s audit
– Agent investigations
Cost: R55.00 per call evaluation
Calibration Session
Description:
Monthly sessions are done in groups / teams / departments with the aim of ensuring alignment in response to the transgressions and trends picked up while evaluating calls.
Sessions are limited to 15 call centre agents and take approximately one hour to complete.
Cost: R1,250.00 per session
