Call centre problem solving training course
Gather Information to Support Contact Centre Problem Solving” refers to the process of collecting relevant data and details from customers, systems, or records to help identify, understand, and resolve issues effectively in a contact centre environment.
What information should a call centre agent collect to solve a problem?
✅ 1. Customer Identification
Full name
Account number or reference ID
Contact details (phone, email)
Verification (e.g., security questions or PIN)
✅ 2. Nature of the Problem
A clear description of the issue the customer is experiencing
When the problem started
What the customer has already tried
The impact or urgency of the problem
Gather Information to Support Contact Centre Problem Solving
In a contact centre environment, solving customer problems effectively begins with gathering the right information. This includes listening carefully to the customer’s concerns, asking clear and targeted questions, and reviewing relevant data such as account history, previous interactions, and technical logs. By collecting complete and accurate information, agents can diagnose the root of the issue, provide faster resolutions, and enhance the overall customer experience. Proper information gathering also ensures smoother escalations and more efficient use of support resources, contributing to higher service quality and customer satisfaction.
What Tools Help Call Centre Agents Gather Customer Information?
1. Customer Verification & Identification
Why it matters: Ensures data privacy, protects sensitive information, and confirms you’re helping the right person.
What to collect:
Full name
Customer ID, account number, or service number
Phone number or email address
Security questions or verification codes
2. Detailed Description of the Issue
Why it matters: Clear understanding of the problem helps avoid assumptions and misdiagnosis.
What to ask:
What is the issue you’re experiencing?
When did the problem begin?
Have you experienced this before?
What error messages (if any) are shown?
3. Customer’s Actions Taken So Far
Why it matters: Avoids repeating steps the customer already tried and saves time.
What to ask:
What have you tried to resolve the issue?
Have you contacted us or anyone else about this before?
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 obtaining and evaluating project information to facilitate problem-solving within a Contact Centre. They are also skilled in providing advice and support regarding the received information, which further aids in effective problem resolution in the Contact Centre environment.
- Valid and reliable methods and sources for obtaining project information are identified and agreed upon with relevant parties
- The cooperation of relevant parties in obtaining information is enlisted
- Available information from relevant parties is identified, obtained and evaluated in conjunction with higher authority
- Information gathered is analysed to identify potential improvement
- Advice and support are provided at appropriate times and only when necessary
- The methods of providing advice are sensitive to the personal needs and positions of the relevant individuals
- Advice and support are provided only so far as is necessary to allow progress to be maintained and to enable individuals and groups to work autonomously
- Threats to the Contact Centre’s success are identified at an early stage
Accreditation
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
