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. FET FIRST Contact Centre Operations NQF Level 3 provides students with more advanced information on placing calls and recording information; customer queries; sales transactions; follow-up procedures. Students learn how to respond and follow-up on an emergency call; document customer to information in an emergency; understand and maintain levels of service and how to solve a problem in a Contact Centre environment.