Description

Contact Centres often have detailed instructions on how to place a call to a customer, including the use of scripts. Agents need to be well prepared to make these calls. Contact Centres use manual systems to place out-bound calls as well as predictive dialler systems, which save agents’ time. In FET FIRST Contact Centre Operations NQF Level 2 students learn how to identify the customers of Contact Centres; record and assess information; retrieve calls from customers; respond to customers’ queries; operate communication equipment effectively; effective decision-making; adapt to different situations; use Contact Centre packages confidently; input data and to follow-up and close procedures.