Call center environments can be very challenging and after our programme you will have the tools and skill to make everyday operations within your company contact center more productive and efficient.
Starting by understanding your own behaviour, how you respond in challenging situations and how you communicate is the starting point to deliver better customer service in a call center environment. Effective call centers also focus on monitoring the customer experience, how procedures and policies are followed and giving the call center agents effective feedback to correct actions that needs to be improved. You gain the skills and adopt the right habits to consistency and continuously deliver your customers with great experiences.
Learning Objectives
The following outcomes will be achieved upon successful completion of our programme:
- Understand and display improved communication skills.
- Display increased level of self-awareness.
- Display improved listening skills and behaviour while listening.
- Apply the skill of asking quality questions and to and getting the correct information.
- Apply a feedback model when giving feedback in a structured way.
- Understand the code of conduct within your company and applying it effectively.
- Display better telephone skills when communicating with customers.
- Handle conflict effectively.
- Handle customer complaints better.
- Apply quality management within the call center.
- Provide excellent customer service to their customers.
SETA Accredited
This short skills intensive course, is a SETA registered short skills programme. Gaining competence from assessment of the PoEs which are structured around six unit standards at NQF level 5 learners will receive competency for a total of 41 credits.
PoE Induction and Workshop
We offer a ½ day induction session with your learners to gain an understanding of the internal assessment and moderation process and completion of their onboarding documentation.
After the induction session, we offer a further 2-day PoE workshop to take learners through how to complete their knowledge questionnaires and practical activities, supply their workplace evidence for the required notional hours. With attendance of this workshop learners are poised to complete their PoE workbooks with ease and clarity.
Blended Learning Approach
This accredited programme is available in both Face-to-Face sessions and Live Online with one of our qualified facilitators. Blazing Moon is accredited with Services SETA to both methods of training.
Our facilitators are vetted strictly on displaying advanced presentation techniques and sound technical knowhow of Microsoft Office and Teams. All facilitators monitored to ensure that all quality measures, as per our facilitator balance score card, are met.
Blazing Moon leverages the strength of blended learning by using the systematic structure of the ADDIE model, the cognitive progression of Bloom's Taxonomy, and the inclusivity of different learning styles. This combination approach ensures a comprehensive, adaptable, and effective learning environment for all learners.
Our free project management services in successful and effective training delivery requires a combination of organisational, communication, leadership, and problem-solving skills to meet client expectations and facilitate a successful learning experience.
Effective project management of training delivery for a client involves a range of crucial tasks to ensure a successful outcome. The following provides a summary of the important tasks we offer as a service to our customers:
- Needs Assessment: Understand the client's training needs and objectives through thorough discussions and analysis. Identify specific goals and desired outcomes. We also are able to offer RPL.
- Project Planning: Develop a comprehensive project plan that outlines scope, timeline, budget, and resources required. Create a detailed project schedule with milestones for client review and acceptance.
- Resource Allocation: Allocate human and material resources, including trainers, training materials, technology, and facilities, based on the project plan.
- Content Development: Collaborate with subject matter experts to customise training materials and curriculum that align with client objectives.
- Quality Assurance: Establish quality control measures to ensure the accuracy, relevance, and effectiveness of training content and materials.
- Logistics and Scheduling: Coordinate logistics for training sessions, including scheduling, venue booking, equipment setup, and participant registration.
- Communication: Maintain clear and consistent communication with the client to provide updates on progress, address concerns, and manage expectations.
- Risk Management: Identify potential risks and develop contingency plans to address issues that may arise during training delivery.
- Facilitator Preparation: Ensure facilitators are well-prepared, have the necessary resources, and are familiar with the content and objectives of the training.
- Learner Engagement: Implement strategies to engage learners actively during training sessions, such as interactive activities, discussions, and assessments.
- Evaluation and Feedback: Collect feedback from learners and stakeholders to assess the effectiveness of the training and make necessary improvements.
- Budget Management: Monitor project expenses to ensure they stay within budget constraints and justify any necessary cost adjustments.
- Documentation: Maintain accurate records of training activities, including attendance, evaluations, and any issues that arise during training.
- Reporting: Provide regular progress reports to the client, summarising achievements, challenges, and future plans.
- Post-Training Support: Offer post-training support, such as follow-up resources, additional sessions, or mentoring, to reinforce learning and address any ongoing needs.
- Closure and Evaluation: Conduct a comprehensive evaluation of the training project, assessing whether it met the client's objectives and identifying areas for improvement.
- Client Satisfaction: Ensure the client is satisfied with the training project's results and address any concerns or outstanding issues.
We offer a competitive pricing proposal for groups of between 6-20 learners per set of course dates booked.
We will handle all logistics and project planning on your behalf, free of charge.
Please reach out to Blazing Moon to discuss your required training: