Home / Accredited / Unit-Standard Short Courses / Call Centre Training (Unit Standards 114974 and 242829)
Quick Look Course Summary:Call Centre Training (Unit Standards 114974 and 242829)
-
Length: 1 day(s)
-
Price (at your venue): 1 Person R 5,654 EX VAT 3 Person R 3,982 EX VAT 10 Person R 2,954 EX VAT
-
Certification Type:Accredited
-
Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
Get Free & personalised
Training Advice
Call Centre Training (Unit Standards 114974 and 242829)
Call centre agents who handle every call faster and more professionally, with the product knowledge and empathy that keep customers coming back.
A call centre depends on four things: speed, product knowledge, empathy and good organisation. This one-day accredited call centre training builds all four, so your agents win business and keep customers satisfied. It is a call centre short course aligned to two Services SETA registered unit standards: 114974, Apply the basic skills of customer service (NQF Level 2), and 242829, Monitor the level of service to a range of customers (NQF Level 4).
Delegates learn to plan a call strategy, recognise why customers buy, keep control of the conversation, get past gatekeepers and deal with challenging callers. Telephone etiquette and clear communication run through the whole day: building rapport, listening properly and using the right tone of voice. Agents learn to use a script without sounding scripted, answer questions with the STAR method and choose the right kind of question at the right moment.
The day also covers measuring call performance against benchmark metrics, setting SMART objectives and knowing when and how to close, so team leaders can monitor service levels and agents know what good looks like. Delegates who complete the accredited assessment earn the unit-standard credits.
Why this course
For your organisation
- Faster, better-organised calls and less time lost per contact
- Consistent, professional telephone etiquette across the team
- Agents measured against clear benchmark metrics
- Accredited unit-standard credits for front-line staff
For your delegates
- A call strategy and structure you can use on every call
- Techniques for difficult callers and gatekeepers
- Confidence to use scripts in your own words
- SMART objectives for your own performance
What delegates will be able to do
- Plan a call strategy and qualify callers and prospects quickly
- Identify a customer's buying motives and respond to them
- Keep control of a call, including calls with challenging customers
- Apply professional telephone etiquette: rapport, active listening and a clear tone of voice
- Use scripts, open and closed questions and redirection techniques naturally
- Monitor call performance against benchmark metrics and put improvements in place
- Set SMART objectives and stay motivated to reach them
- Recognise the moment to close and maintain the relationship after the call
Who should attend
Call centre agents, contact centre and help desk staff, telesales consultants, customer service staff who work on the phone, and the team leaders who monitor their service levels. The day covers the basics of call handling, so it suits beginners and newly appointed agents as well as experienced staff.
Course outline
Day 1 – Call centre skills and service levels
Call strategy and buying motives
- Course objectives, housekeeping and the parking area for questions
- Setting a call strategy
- Why customers buy: recognising buying motives
- Prospecting and qualifying callers
Controlling the call
- Taking and keeping control of the conversation
- Getting past the gatekeeper
- Handling challenging customers
- Recording and reporting call outcomes
Telephone etiquette
- Preparing before you pick up the phone
- Building rapport quickly
- Active listening
- Speaking clearly and using tone of voice
Scripts and questioning
- Using call scripts and making them your own
- The call dashboard and self-assessment
- Answering with STAR: scenario, task, action, result
- Open, closed and multiple-choice questions
- Positive and negative redirection
Monitoring service levels
- Breaking call performance down into measurable parts
- Benchmark metrics and what they tell you
- Putting improvements in place
- SMART objectives, commitment and motivation
Persuasion, closing and wrap-up
- What makes telephone persuasion work
- Telephone selling techniques that stay customer focused
- Knowing when to close, and closing techniques
- After the call: maintaining the relationship
- Action plans, evaluation and assessment guidance
How it is delivered
One day, 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 material, call scenarios and assessment guidance included.
What our clients say
“The feedback received from them was great. The material was easy to understand, and the trainer was very patient and friendly.”
“The courses was efficiently scheduled and planned around our timetable. We were impressed by the quality of training … with overall scores of 5 out of 5.”
“Throughout both interventions, BOTI demonstrated a high level of professionalism, subject matter expertise, and commitment to quality training delivery. Their ability to effectively manage virtual learning environments and engage participants contributed significantly to the success of the programmes.”
Frequently asked questions
Is this course accredited?
Yes. It is aligned to Services SETA registered unit standards 114974 (NQF Level 2) and 242829 (NQF Level 4). Delegates who complete the accredited assessment earn the unit-standard credits.
Until when can we enrol?
The programme is registered for new enrolment until 30 June 2028. Unit standard 114974 is open until 30 June 2029 and unit standard 242829 until 30 June 2028.
Is it for sales or service call centres?
Both. The skills – call control, etiquette, questioning, service monitoring and closing – apply to inbound service desks and outbound sales teams alike.
Can you run it at our offices?
Yes. We train at client premises anywhere in South Africa, at a BOTI venue or live online, for one delegate or a group of up to 20.
Can the training use our own scripts and products?
Yes. Send us your scripts, products and typical call types beforehand and the facilitator builds them into the practice calls.
Related courses
Get your price – the more delegates, the less each pays
Change the options to see your price per person, then email yourself the quote and course outline.
Contact us now – we reply within 15 minutes during office hours
Monday to Friday, 08:00–17:00. After hours, we reply on the next working day – or call 011 882 8853.