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Contact Centre Industry Overview COURSE INTRODUCTION:- This course is designed to provide an overview of the Contact centre industry. The course explores the industry from its origins onward, with in-depth explanations of the general types and organization of Contact centres, the wide-ranging functions and responsibilities of Contact centre workers, the telemarketing environment, and current tools and technologies. By providing you with information about all aspects of the industry, the course encourages you to envision yourself at work in the industry. This course is designed for anyone who is interested in the Contact centre industry. Whether you are looking for a management or entry level position, hoping to work freelance or building a career within an organisation, this course can help you understand the growth industry of this decade and of the next millennium. OF INTEREST TO :- Those who are interested in the Contact centre industry. COURSE AIM:- To provide an overview of the Contact centre industry, and the role of Contact centre representatives within the industry. COURSE CONTENT:- Lesson 1: History and Growth of Contact Centres; Role of a Contact Centre; Benefits of a Contact Centre Lesson 2: Inbound Contact Centres; Outbound and Blended Contact Centres; Market Research; Establishing and Building Relationships; Customer Lists; Contacting Procedures Lesson 3: Contact Centre Activities; Credit and Collections; Taking Control and Resolving Customer Complaints; Managing Different Contact Types and Behaviours Lesson 4: Introduction to Telemarketing; Telemarketing Programs; Ethics and Professionalism; Succeeding in Contact Centre Telemarketing; Lesson 5: The Development of Contact Centre Technology; Current Contact Centre Technology; Employment Opportunities; Emerging Contact Centre Technology COURSE NOTES:- Course material is provided as an ongoing reference. A certificate is issued upon the student’s completion of the course and on attaining a pass mark of 75% or higher for the final assessment.
Courses Start every Monday We are open weekdays, one evening and Saturday mornings. Flexi-Time Self-Paced, Pick-'n-Mix Training. Our Exclusive System allows you to learn at your own pace within your own flexible, time commitments. There is no need to keep pace with other students Set your own schedule; You can create a schedule that lets you accommodate your job, your family and other time commitments. Financial arrangements available or use our Time Payment Plan. WINZ funding may be available - conditions apply. |
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