National Certificate: Contact Centre Operations, NQF 4

Leading people for greater results

The best contact centre agents are typically promoted to become team leaders and supervisors with little preparation for their new responsibility. Team leaders can manage between 10 to 15 agents. Organisations often miss a great opportunity to improve the performance of their entire contact centre by not providing the necessary training to supervisors.

i-Fundi’s Contact Centre Operations training ensures your staff have all of the skills, tools, and knowledge required to deliver the business results you need to gain a competitive advantage. Having worked with a number of large companies see our case studies i-Fundi has, over many years, developed sound and proven training programmes where the results speak for themselves.

Many of our trainees have progressed to become contact centre leaders. Several others have moved into senior management positions within their organisations. Training and development has allowed them to increase efficiencies and service levels, thereby delivering huge value to their organisations while guaranteeing their own successful career path.

Our programme is structured around three key developmental areas:

• Managing Myself
• Managing My Team
• Managing Contact Centre Operations

Participants will leave knowing how to:

• Deepen their understanding of the contact centre business
• Use statistics to improve performance
• Improve schedule adherence, call quality, first call resolution and call duration
• Motivate and guide their team
• Develop team members through coaching
• Analyse and present information
• Achieve personal and career goals

The benefits for your company are:

• Improved service levels and sales
• Increased productivity and quality
• Lower costs
• Greater staff motivation and retention of contact centre agents
• Career pathing and succession planning
• Providing an opportunity for personal growth and career development as an incentive for team leaders and agents
• Reduction in training costs by taking advantage of various government incentives
• Development of leadership capacity within your organisation