This document contains information about various virtual training sessions for call centre operations. The first session is a 2 hour introduction to call centre management and operations. The second is a 4 hour session on call centre quality assurance that will explain the quality assurance process and how to build scorecards. The third is a 12 hour course on leading in contact centres, split into 5 modules covering topics like emotional intelligence and conflict resolution. The last listed training is a 6 hour session plus additional individual assessment and coaching, focusing on how team leaders can coach agents to improve performance.

1. THE BASICS OF CALL
CENTRE OPERATIONS
2 hours
Call Centre Quality
Assurance
4 hours
Leading in the Contact
Centre
12 hours
Coaching to Drive Agent
Performance
6 hours
CALL CENTRE OPERATION
VIRTUAL TRAINING SESSIONS THE BASICS OF CALL CENTRE OPERATIONS
An introduction to the
Contact Centre Environment
Date: 18 June
Duration: 2 Hours
Time: 9 am – 11 am
Cost: R 595 Excluding VAT
This module to be facilitated as an
overview of Call Centre Management and
Operations, emphasizing the key contact
centre concepts.
 Call Centre Components
 People
 Process
 Technology
• The Role of the Call Centre Manager
• The Role of Supervisors and Team
Leaders in the Call Centre
• Customer Experience Management
• Technology as an enabler
• Call Centre Factors
• The Culture of Call Centres
• Developing & Maintaining Positive Call
Centre Culture
• The Benefits of Positive Call Centre
Culture

2. The basics of Call Centre
Operations
2 hours
CALL CENTRE QUALITY
ASSURANCE
4 hours
Leading in the Contact
Centre
12 hours
Coaching to Drive Agent
Performance
6 hours
CALL CENTRE OPERATION
VIRTUAL TRAINING SESSIONS
CALL CENTRE QUALITY ASSURANCE: ONCE OFF FREE SESSION
To function effectively, a Call Centre Quality Management
System relies on a management team of competent
Quality Assurance practitioners for whom quality
assessment has become second nature. The purpose of
this programme is to:
Explain – the iterative process of Quality Assurance, its
impact and potential
Understand – the principles and theory of quality
assessment, assembling the criteria for building score cards
to benchmark and produce gap analyses
Experience – the QA process through assessment of actual
recordings of call centre conversations and how they
reflect on the organisation as a whole
Inculcate – the benefits of Quality Assurance to both the
organisation and the call centre personnel
Who should attend? Call centre team leaders, supervisors,
managers, quality assessors, coaches
Event Information:
Course Date: 22 June
Duration: 1 hours – Morning
Sessions
Time: 10 am – 11 am
Cost: ONCE OFF FREE SESSION
Contact Information:
Thandi
Tel: 010 110 0296
WhatsApp: 0728723077

3. The basics of Call Centre
Operations
2 hours
Call Centre Quality
Assurance
4 hours
LEADING IN THE
CONTACT CENTRE
12 hours
Coaching to Drive Agent
Performance
6 hours
CALL CENTRE OPERATION
VIRTUAL TRAINING SESSIONS Leading in the Contact Centre
One of the essential aims of leadership is
getting the best out of other people, and this
is imperative in contact as a Leader.
Module 1: The Role of Emotional
Intelligence in Leadership (3 hours)
Module 2: Effectively Leading Teams in the
Contact Centre (3 hours)
Module 3: Dealing Assertively with Conflict
(2 hours)
Module 4: Wellness at Work (2 hours)
Module 5: Personal Mastery in the
Workplace (2 hours)
:Event Information
Dates Module 1: 23 June
Times: 10 am – 1 pm
Cost: R1550 Excl VAT, per person
Date for Module 2: 25 June
Times: 10 am – 1 pm
Cost: R1550 Excl VAT, per person
Date for Module 3: 29 June
Times: 10 am – 1 pm
Cost: R1300 Excl VAT, per person
Date for Module 4: 1 July
Times: 10 am – 12 am
Cost: R1300 Excl VAT, per person
Date for Module 5: 3 July
Times: 10 am – 12 am
Cost: R1300 Excl VAT, per person

4. The basics of Call Centre
Operations
2 hours
Call Centre Quality
Assurance
4 hours
Leading in the Contact
Centre
12 hours
COACHING TO DRIVE
AGENT PERFORMANCE
6 hours
CALL CENTRE OPERATION
VIRTUAL TRAINING SESSIONS
Coaching to Drive Agent Performance
On completion of the structured coaching, facilitation and
experiential learning, reinforced by the completion and
assessment of practical work-based assignments, Team Leaders
are able to achieve the required learning outcomes as defined
below.
• Integrate the two aspects of the quality monitoring criteria
and process – compliance and CSAT customer experience
(soft skills).
• Overview of Coaching Practice
o - Describe the purpose and benefits of coaching.
o - Prepare for a coaching session.
o - Document a coaching action plan
o - Compile a Personal Development Plan for each
individual agent
• Give and receive feedback appropriately
• Incorporate feedback correctly into the coaching process
• Evaluate and identify the needs of the individual
• Identify the cause of poor performance
Conduct coaching
o - Demonstrate coaching skills
o - Document the outcomes of the session
Event Information:
Date: 6 and 8 July
Duration: 6 hours +
Individual Assessment
and Coaching– post
training (1.5 hours)
Time: 10 am – 1pm
Two sessions of 3 hours
each
Cost: R4500 per
person, Excl VAT