call centre training

Call Centres are now recognized as a strategic division of organizations. The skills required to successfully manage a call centre incorporate all human resource elements including staff recruitment, skilling for operational expertise, appropriate quality management and building customer value to maintain profitability. 

For these reasons many forward-thinking organisations are focusing attention and resources to develop their contact centre capabilities in order to achieve the following five critical success factors for a world class call centre:

• Increased efficiencies
• Reduced or capped cost of service operations
• Increased revenues
• Increased customer satisfaction
• Increased customer loyalty
• Reduced staff attrition

The training methodology and processes developed by C3Africa focus on the overall outputs of the call centre team to ensure they have a solid fundamental origin from which to grow their skills and balance their personal development in the contact centre field. 

C3Africa bases all the training on practical learning activities and work-based scenarios, simulations and experiences drawn from real call centres.   The purpose is to encourage team participation, feedback from delegates and the facilitator and application of knowledge so that delegates are able to transfer the skills learnt into the workplace. Style of learning is through facilitated sessions (50 % lecture-based and 50 % workshop based) consisting of group work, discussion and practical application of the skills learnt.

C3 Africa facilitators' vast experience in contact centre operations and performance management ensures the training is aligned to Best Practice in the contact centre industry.

Our training focuses on:

• the individual's personal goals, aspirations and objectives by providing tools and methodologies with which to gain a thorough understanding of their roles and function within the call centre
• Assists with identifying individual strengths and areas for development to optimize performance
• Instilling in individuals a passionate drive to achieve their personal best, to learn more, gather call centre experience and to take steps towards becoming more accountable for their own career and growth opportunities

The training curriculum and courses include the presentation material, templates, workbooks, lecture notes and exercises.