inbound contact centre operations course
The Inbound Contact Centre Operations Course is designed to equip learners with the essential skills and knowledge required to effectively handle incoming customer interactions in a contact centre environment. This course prepares individuals to manage queries, resolve issues, and deliver excellent customer service over the phone, via email, or through chat. It covers a range of topics including communication techniques, customer service etiquette, problem-solving, and using contact centre technologies.
What Is an Inbound Contact Centre?
An inbound contact centre is a customer service department that primarily receives incoming calls or messages from customers seeking assistance, information, or support. Unlike outbound contact centres, which focus on making calls (usually for sales or surveys), inbound contact centres focus on receiving and responding to inquiries. This requires skilled personnel who can communicate clearly, remain calm under pressure, and use systems efficiently to assist customers.
Why Take an Inbound Contact Centre Operations Course?
Taking an Inbound Contact Centre Operations Course is valuable for individuals who are looking to start a career in customer service, call centre operations, or business process outsourcing (BPO). This course helps you:
Develop strong communication and listening skills.
Learn how to use CRM and call-handling systems.
Understand how to manage customer expectations professionally.
Gain confidence in handling difficult or emotional callers.
Improve your chances of employment in call centres or customer service roles.
What Will You Learn in the Inbound Contact Centre Operations Course?
In the Inbound Contact Centre Operations Course, you will typically learn:
Introduction to Contact Centres: Understanding how contact centres operate and the role of inbound services.
Communication Skills: Effective verbal and written communication tailored to customer needs.
Call Handling Techniques: Proper greetings, call flow, transferring calls, and ending calls professionally.
Customer Relationship Management (CRM): Using software to track and manage customer interactions.
Problem-Solving and Conflict Resolution: Strategies for resolving complaints and turning negative experiences into positive ones.
Performance Metrics: Understanding KPIs like Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Overview
This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner’s job. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry.
Description
The qualifying learner is competent in retrieving calls from customers and inputting subject information in accordance with specific Contact Centre requirements. They are also skilled in responding to customer queries and providing follow-up on customer requests.
- Calls are retrieved timeously according to company-specific timeframe requirements
- Calls are retrieved using company-specified technology and systems accurately and effectively
- Calls are retrieved according to company-specific procedures and methodologies
- The correct information for inputting purposes is identified
- Information is inputted accurately according to company standards
- Information is recorded and inputted within company-specific timeframes
- Information captured is relevant according to the customers’ requirements
- Information captured is consistent with company-specific formats and requirements
- Information is verified according to company standard practices
- Queries are responded to accurately
- Customers are responded to timeously according to company-specific timeframes
- Responses comply with company-defined responses and scripts
- Relevant information is provided
- Follow-up procedures are conducted consistently
- Follow-up procedures are consistent with customer requirements
- Follow-ups are conducted timeously according to company-specific timeframes
- Customers are informed of escalation situations and follow-ups are passed on to relevant parties
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
