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 4 students learn to handle a range of customer complaints, giving solutions to problems, identify and analyse client and market related trends, understand Contact Centre principles and benefits, identify client’s needs, cross-sell different products and meeting targets.