call center performance standards course
This course is designed to equip call center employees, team leaders, and managers with the skills and knowledge needed to meet and exceed industry performance standards. It covers the key performance indicators (KPIs), customer service protocols, quality assurance practices, and metrics used to evaluate and improve call center operations.
What Are Call Center Performance Standards?
Call center performance standards are measurable benchmarks used to evaluate how effectively agents handle calls and customer interactions. These standards include metrics such as average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and adherence to schedule. This course explains these benchmarks in detail and demonstrates how to meet them.
Why Is a Call Center Performance Standards Course Important?
A well-trained call center team improves customer experience, increases productivity, and enhances team morale. This course helps employees understand expectations, follow best practices, and align with company goals. For managers, it provides tools for monitoring, coaching, and evaluating agent performance effectively.
Who Should Take the Call Center Performance Standards Course?
This course is ideal for call center agents who want to improve their customer service skills, new hires in need of onboarding training, team leaders seeking to boost team performance, and quality assurance specialists who monitor compliance with standards. It’s also beneficial for businesses looking to improve efficiency and customer satisfaction.
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 proficient in using a computerised system, effectively responding to calls or other forms of communication, whether inbound or outbound, and diligently following up on customer queries.
- Relevant data is input accurately into specific Contact Centre packages
- Data is retrieved accurately from specific Contact Centre packages
- All logging procedures are correctly used as per company specific systems
- All industry specific security and confidentiality requirements are complied with
- Specific statistical data is understood
- Company specific time targets are met
- The customer’s requests are understood
- Customer’s requests are responded to according to company specific procedures
- Other forms of communication are considered and applied using standard industry practices
- Answer calls according to company specific greetings
- Close calls in accordance with the context of the call with a call center
- Calls and customers are responded to in the appropriate language or medium
- Electronic communication systems are utilised effectively
- Manual administrative information is accurately completed as per company specific procedures and time frames
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
