Learners will be working towards obtaining a national qualification at Level 2 or are currently employed in an administrative environment, including SMMEs (Small, Medium, and Micro Enterprises). The acquisition of competence against this standard will enhance the learner’s job performance and improve their chances of finding employment. Learners will also be well positioned to extend their learning and practice into other areas of the business environment, or to strive towards professional standards and improved performance.
The qualifying learner is capable of employing effective telephone etiquette, answering the telephone according to organisational standards, and processing incoming calls in line with these standards.
Course Content
- Telephone etiquette and answering procedures are explained.
- The factors that hinder communication processes are identified and explained.
- Calls are handled with discretion and confidentiality.
- Caller is put on hold when not conversing directly with the caller.
- A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold.
- Telephone is answered promptly
- Telephone is answered according to standard operating procedures
- Caller is greeted according to organisational requirements
- Relevant caller information is acquired during initial interaction
- Call is redirected as appropriate
- Multiple lines and holding techniques are handled using correct technique
- Calls are screened as per standard operating procedures
- Message is taken and transmitted if required / requested according to organisational requirements
- Further assistance is obtained from an appropriate source, if required
- Information and documentation required for the call are obtained and prepared
- Outgoing call is dialed using the correct number
- Purpose of the call is stated clearly and according to organisational procedures
- Resulting actions from calls are recorded
- Messages are left, if required / requested according to organisational requirements
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
