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To provide the practical skills required for leadership of
a team in a contact centre environment. The course was
developed after benchmarking equivalent qualifications in
Europe, The US, Australia and New Zealand. Written and
developed by experienced call centre professionals here in
South Africa with input primarily from the UK this was one
of the first courses to be awarded level 4 accreditation in
South Africa.
The course covers all aspects of Contact Centre operation
and is an invaluable qualification for Team Leaders, Newly
appointed managers and anyone from marketing through to human
resources who wish to understand the dynamics that operate
within this environment and how to gain maximum benefit from
the operation.
Maximisation of efficiency and customer effectiveness together
with "out of the box" strategic thinking is encouraged –
ensuring that delegates return to your environment knowing how
to manage the current environment better and also with a fresh
insight into what can be achieved.
Pro-active thinking with regard to the opportunities existing
within an operation is encouraged by use of case studies
relevant to your operation and business sector.
The course modules cover Process, People, Technology and
Infrastructure. Throughout delivery there is a focus on the
financial implications in terms of cost and benefit to business
and delegates are encouraged to use real examples and come up
with ideas for implementation in their own environment.
• To obtain a course outline, details of where and when our
next courses are scheduled to commence please complete the
attached form.
Typical duration: 1 day per week over 8 weeks
Target Audience: Team Leaders, Development Candidates; Newly
Appointed Managers; Senior Administrators and Support Staff
working in a Contact Centre Environment
 Register here
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