Work as a member of a Contact Centre team Online Course

This course provides the essential knowledge and techniques needed to thrive in a customer-focused environment.

In this course, you’ll gain a solid understanding of the day-to-day operations of a contact centre, including how to handle customer inquiries professionally, navigate CRM systems, and work effectively as part of a dynamic team. You’ll also learn about key performance metrics, customer service best practices, and how to manage calls with confidence and empathy.

The qualifying learner is capable of communicating with all relevant stakeholders to enhance teamwork. They can report on team progress to the appropriate authority and team, display tendencies to work with others as a member of a Contact Centre team, and handle and resolve areas of conflict.

Course Content

  • Communication methods are identified and demonstrated
  • Communication is clear and concise
  • Views of other team members are listened to
  • Feedback is given on all communication received through exercises
  • Communication Barriers are identified and dealt with as they arise
  • Frequency of progress report is established
  • Progress reports are constructed using facts
  • Progress report is fit for purpose in accordance with organisational requirements
  • Report is presented verbally or in writing and is clear and accurate
  • Progress report is presented within agreed time frames and format
 
  • A range of tendencies for team work are identified and described
  • Behaviours are inline with established behaviours of a team member
  • Team members are consulted on all Contact Centre related issues
  • Decisions are based on team consensus
  • Areas of possible conflict are identified
  • Achievable options to resolve the conflict are generated
  • Options or combination of options that will resolve the conflict are jointly selected
  • The needs and expectations of all team members are taken into account
  • Conflict between team members is resolved using collaborative facilitation methods
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
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