Apply out-bound Contact Centre Operations within a commercial environment Online Short Course

Outbound Contact Centre Operations for Businesses – Online Course

This unit standard forms part of the National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this standard will either pursue the full qualification or be employed in a Contact Centre environment, where acquiring competence will enhance job performance. The unit aims to improve entry-level service provision within the Contact Centre industry.

Outbound Contact Centre Operations for Businesses – Online Course
Master the skills and strategies needed to run successful outbound contact centre operations. This course offers practical training in call center performance, sales calling techniques, customer engagement, and the use of CRM tools to drive results. Ideal for businesses looking to boost their telemarketing, lead generation, and customer retention efforts through high-performing outbound teams.

What is Outbound Contact Centre Operations?
Outbound contact centre operations involve proactively reaching out to customers or prospects via phone calls, emails, or digital messaging platforms to promote products, conduct surveys, set appointments, or provide customer support. This course covers the essential processes, including call scripting, compliance with customer communication laws, handling objections, and measuring call center KPIs. You’ll gain insight into workforce management, call routing, and tools for call tracking and reporting.

Who Should Take This Course?
This course is designed for:

  • Call center agents and supervisors

  • Sales and telemarketing professionals

  • Customer service managers

  • Small business owners building in-house contact centers

  • Anyone entering the BPO or contact center industry

By the end of this course, you will understand how to manage and improve outbound call strategies, build stronger customer relationships, and increase conversion rates while maintaining high levels of professionalism and regulatory compliance.

The qualifying learner is proficient in placing calls to customers and accurately recording pertinent information. Moreover, they excel at responding to customer queries with clarity and efficiency, ensuring that all concerns are promptly addressed. Furthermore, the learner demonstrates the ability to provide thorough follow-up on customer requests, guaranteeing that all issues are resolved and customer satisfaction is upheld. As a result, this competency ensures effective communication and robust customer service within a contact center environment.

Course Content

  • Calls are placed to the correct customers as defined in workplace instructions or worksheets
  • Calls are made utilising company-specific technology or systems effectively
  • Relevant, accurate information is provided to customers
  • Calls are conducted and closed within company-specific timeframes
  • The correct information for inputting purposes is identified
  • Information is inputted accurately
  • Information is recorded and inputted within company-specific timeframes
  • The information captured is relevant according to the customers’ requirements
  • The information captured is consistent with company-specific formats and requirements
  • Information is verified according to company standard practices
 
  • Customers are responded to timeously according to company-specific timeframes
  • Responses comply with company-defined responses and scripts
  • Relevant information is provided
  • Queries are responded to accurately (Range: Accurately defines the correct choice of action to be taken
  • Sales transactions are concluded within company-specific timeframes
  • Sales transactions are concluded wherein the sale is confirmed where appropriate to do so
  • Sales transaction discourse follows Contact centre-specific scripting or response requirements
  • Sales transactions are concluded accurately
  • The sales transaction is consistent with the customer’s requirements
  • 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 
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