icontact International Certificate:
The International Certificate is aimed at existing contact centre agents and those wishing to get in to the contact centre industry. Some prior knowledge of the contact centre industry is advantageous though not essential.
It has proven to improve retention and attendance of staff in organisations as well as increase productivity, morale and customer satisfaction while providing a significant ROI. Click here to download the ROI business case sample
So where can this qualification take you?
Now available in Australia, UK, USA and New Zealand, The International Certificate in Contact Centre Operations brings together the contact centre community across the world. This course helps to develop the core skills required to be an effective contact centre operator improving the behaviours which customers crave and companies benefit from.
As individuals, completing this course will give you a transferable qualification worldwide. On completion of the eleven compulsory unit papers and one of two electives, with a pass mark of 70% or above for both the unit assignment and the end of module test, a digital certificate will be issued.
As we mentioned earlier, the customer contact centre industry is one of the key industries for the future, as companies move further and further into customer relationship management. It is also an exciting industry to be in because as technology changes so we are constantly learning new ways to do and improve outputs. Qualified people are needed and needed now! Take this first step and you will be on your way to becoming a Call Centre Manager in the future. Good luck!
Topics covered in this course:
- Customer service and sales techniques
- How to respond to difficult customers
- Effective communication techniques
- How to maintain and build rapport within
a team environment - Assertiveness and personal development
- Call Centre technology
- Call Centre terminology
- Inbound and outbound call management
- Microsoft Word, Internet, E-mail and database
- Stress and time management
- Research skills
Course Cost: AU$1,100 for 12 months unlimited accessthis figure includes all end of module assignments, scoring and personal feedback.
To request a log in to the demonstration area of the system please click here
To gain access to one of the courses once you have a log in and password just click on the appropriate course below:
Full Internationational Certificate in Contact Centre Operations
Sales and Telesales Solutions
71 Coolaroo Road
Lane Cove NSW 2066
Australia
Tel. +61-2- 9427 3479
Fax +61-2-9418 9069
Email info@telesalestraining.com.au