About the Course:

Contact centre management is a demanding role, requiring regular skills review and development. This thoroughly practical, rigorous programme should be an essential element of the training programme if the trainee intend to retain and develop to be contact centre team leaders, supervisors and managers.

Call centre agents are becoming increasingly important in the call centre context. They act as a contact point between the customer and the company. Call centre agents should have certain competencies to perform their duties sufficiently. Identifying competencies, required to be effective agents, will ease the task of training and recruitment. Due to the interrelatedness of the call centre agent, the management of a call centre and customers, all relevant role players’ perceptions were considered. By using qualitative analysis to analyse the data, various competencies needed to function effectively in a call centre were identified

Assessments:
Internally Assessed and Moderated

Course Duration:
30 Hours

Course Type:
Achievement

Pre-Requisites:

• Basic Language Skills in English & Arabic.
• Good communication Skills.
• Minimum six months work experience.

Target Audience:

• Senior call handlers
• Assistant Managers
• Supervisors
• Team Leaders
• Leadmen
• All personnel handling large, medium or small teams