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Quick Look Course Summary:Call Centre Training (Unit Standards 119472 + 242829) (3 days)
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Length: 3 day(s)
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Price (at your venue): 1 Person R 21,125 EX VAT 3 Person R 13,658 EX VAT 10 Person R 9,124 EX VAT
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Certification Type:Accredited
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Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
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Call Centre Training (Unit Standards 119472 + 242829) (3 days)
Call centre agents and team leaders who adapt how they speak to each caller, keep a listener's attention, recognise manipulative language, and measure and improve the service the team gives – with 10 accredited credits.
In a call centre every conversation is the service, and every team needs to know how well it is serving its customers. This accredited call centre training combines two unit standards from the FETC: Generic Management (SAQA ID 57712), each taught and assessed on its own: unit standard 119472 on matching spoken communication to the audience and context (NQF Level 3, 5 credits) and unit standard 242829 on monitoring the level of service to customers (NQF Level 4, 5 credits). Because both belong to the same qualification, BOTI registers them together as one skills programme under its Services SETA accreditation.
Days one and two follow unit standard 119472: interacting successfully with callers and colleagues, capturing and keeping a listener's attention, and recognising manipulative language so that you can respond to it.
Day three follows unit standard 242829: knowing your internal and external customers, the service standards the organisation expects, measuring customer satisfaction, and recommending corrective action.
Why this course
For your organisation
- Agents who adapt their tone and language to each caller
- Service standards measured, not guessed
- Problems corrected before customers leave
- Ten accredited credits registered as one skills programme
For your delegates
- Ten accredited credits from two unit standards in one qualification
- Confidence on calls and in meetings
- Skills to recognise and handle manipulative language
- A practical way to measure and improve service
What delegates will be able to do
- Adapt your communication to the audience and the situation
- Capture and keep a listener's attention
- Recognise manipulative language and respond to it
- Identify your team's internal and external customers
- Explain the service standards the organisation expects
- Measure customer satisfaction against the standards
- Recommend corrective action to management
Who should attend
Call centre agents, team leaders, supervisors, customer service staff and anyone who serves customers by phone. Unit standard 119472 assumes oral communication at NQF Level 2. Unit standard 242829 assumes communication and mathematical literacy at NQF Level 3.
Course outline
Day 1 – Unit standard 119472: interacting with others
Outcome 1: Interacting successfully when you speak
- Contributing to group work and keeping the group on task
- Interviews: planning questions and putting people at ease
- Taking part in formal meetings and following procedure
- Discussions, debates and negotiations
- Responding sensitively across cultures
- Drawing conclusions and giving feedback to the group
Practice: meetings and interviews
- A mock meeting with an agenda and roles
- A short information-gathering interview
- Feedback on each delegate's contribution
Day 2 – Unit standard 119472: holding an audience and reading language critically
Outcome 2: Capturing and keeping an audience's interest
- Key words, pace, pause, stress and volume
- Body language that supports the message
- Planning a formal talk in writing: content and timing
- Visual aids, cue cards and handouts
- Checking understanding and reading audience cues
Outcome 3: Recognising manipulative language
- Telling facts from opinions
- Noticing and dealing with what has been left out
- How tone, register, style and point of view shape meaning
- Spotting a distorted version of someone's position
- Examples from advertisements, speeches and news clips
- Portfolio of evidence for unit standard 119472
Day 3 – Unit standard 242829: monitoring the level of service
Outcome 1: Knowing your customers
- Your organisation's supply chain
- Internal and external customers of the team
Outcome 2: The service standards you must meet
- Key performance areas for customer service
- Why service levels matter
- What poor service costs the organisation
Outcome 3: Measuring customer satisfaction
- Measuring performance against the standards
- Recording results over time
- Call centre measures: answer times, resolution on first contact and satisfaction scores
Outcome 4: Acting on the results
- Giving the team feedback on performance
- Recommending corrective action to management
- Portfolio of evidence for unit standard 242829
How it is delivered
Three days, 08:30-16:00. In person at your offices anywhere in South Africa, at a BOTI venue, or live online. One delegate or a group of up to 20. Learner guide and workbook for each unit standard, practical workplace activities, and a portfolio of evidence that delegates complete after the course for assessment and moderation.
What our clients say
“The training was practical, engaging and relevant to our workplace environment, providing participants with valuable knowledge and practical skills that could be applied in their respective roles.”
“The facilitator was excellent and took time to ensure that the employee understood the content and was able to apply the learning in order to develop the portfolio of evidence.”
“The training was well received and we were impressed by the knowledge of the facilitators and the quality of overall training.”
Frequently asked questions
Is this course accredited?
Yes. It covers unit standards 119472 (NQF Level 3, 5 credits) and 242829 (NQF Level 4, 5 credits). Both belong to the FETC: Generic Management (SAQA ID 57712), so they are registered together as one skills programme under BOTI's Services SETA accreditation (12582).
Until when can delegates enrol?
Delegates can enrol until 30 June 2028.
Are there entry requirements?
Unit standard 119472 assumes oral communication at NQF Level 2; unit standard 242829 assumes communication and mathematical literacy at NQF Level 3.
How are delegates assessed?
Each unit standard has its own portfolio of evidence, completed after the course and then assessed and moderated. Delegates found competent receive a statement of results.
Is there a shorter version without assessment?
Yes. The Call Centre and Customer Service Training Course and the Call Centre Management Course cover the practical skills, with a BOTI certificate of attendance.
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