Answer your calling – your customers await!
Welcome to our esteemed Call Centre and Customer Service Training Program! 📞🌟 In today’s competitive business environment, outstanding customer service is paramount for organizational success. Our meticulously curated training program is tailored to equip your company’s call centre agents and customer service representatives with the essential skills and knowledge needed to excel in their roles. Throughout this comprehensive course, participants will immerse themselves in indispensable techniques for effective communication, adept problem-solving, and proficient conflict resolution. From mastering telephone etiquette to navigating challenging scenarios with grace and empathy, we cover all aspects of delivering exceptional service.- Mastering voice control including tone, cadence and pitch
- Skills to enhance speech and communication,
- Listening skills and the ability to question
- Negotiation skills
- The ability to create and deliver meaningful messages
- The nuances of body language and verbal skills
- The importance of building personal relationships
- Personalised techniques for managing stress
The Challenge
Call centres often are a key component of a company’s delivery strategy whether it be to obtain new customers or maintain and enhance customer relations.The Solution
Our Call Centre Training course will equip you with the necessary skills to manage customer service within a call centre environment and covers the following aspects:- Employing effective telephone etiquette
- Processing and answering incoming calls according to company standards
- Screening including: ascertaining the reasons for the call, appropriate identification and if a call needs to be redirected
- Organisational standards will include: Tonality, volume, pronunciation, annunciation, vocabulary, timeous response, choice of greeting and clarity
- Standard operating procedures will include: Site specific operating instructions, orders, guidelines, policies, procedures and systems
- Improving Efficiency: promptness, courtesy and effective problem solving
- Developing daily behaviors to continuously improve
- Understanding the call agent role
- Understanding how to operate the telephone and supporting equipment
- Dealing effectively and politely with incoming calls
- Acknowledging the callers needs and keeping them informed at all stages
- Asking key questions to find out the aim of the call and the need if necessary to transfer the client to the correct department or person
- Computer system capturing and customer query logging
- Quickly solving customer queries
- The importance of ATTITUDE – why should I be nice/civil to anybody
- Preparing all necessary documentation and equipment prior to making an outgoing call
- Inviting customers into the business with your superior TELEPHONE SKILLS
- Developing an understanding of customer requirements by LISTENING
- Taking PRIDE and displaying courtesy and civility to others
- Using questions to identify specific needs of customers
- Exploring the attitudes and values necessary for high customer care
- Understanding how to deal with private information
Some Testimonials
“I have learnt the necessary steps to follow when dealing with customers/clients” Dayanee “I have learned a lot when it comes to manner of approach when it comes to dealing with customers (members/providers), how my attitude can determine my work. This was a great eye opener as to first listening before responding as I had issues with that.” Poppy “Improved Understanding of providing service to the clients, improved my communication skills, how to handle different situations and not take things personally. I managed to do a lot of self evaluation. ” NoluthandoDelivery Method
- One-day to 3 days instructor Led classroom based training
- Strong delegate participation and practical application of theory
- Portfolio of Evidence and Proof of Competence (accredited courses)
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The current course runs at your offices anywhere in South Africa, live online or at a BOTI venue. The course page has the up-to-date outline and group prices.
See the current courseGet a quote for your teamSee all Sales, Marketing and Customer Care courses
Learning on your own? Self-paced e-learning from R595 (excl. VAT) · Ask your employer to pay
If you are looking for call centre training for beginners or BPO training for a new intake, this page sets out the skills your agents will practise, the full course outline, and how BOTI’s accredited and non-accredited call centre options differ. For related service, telephone and complaint-handling training, see BOTI’s sales, marketing and customer care courses.
Related: Sales Skills Training for Reps.
Related: Call Centre Training.
Related Call Centre Training include Courses (click on links to book and/or obtain automated quote) include:- Handling A Difficult Customer Training Course
- Customer Service Excellence Training Course
- Excellent Customer Service a practical approach
- Customer Service Training Course
Please Phone Us Now To Speak to One of Our Friendly Consultants to Design Customer and Call Centre Training around your objectives
Tel:011-882-8853
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[email protected]
Frequently asked questions
What does call centre training for beginners cover?
It starts with the basics a new agent needs: understanding the call agent role, operating the telephone and supporting equipment, telephone etiquette, and answering incoming calls to company standards. It then moves on to screening calls, logging queries on the computer system, solving queries quickly, handling private information and managing stress, so it suits new hires and BPO intakes as well as experienced agents who want a refresher.
Is BOTI’s call centre course SETA accredited?
There are two options. The two-day Call Centre and Customer Service Training is not accredited; delegates receive a BOTI certificate of attendance. For credits, BOTI’s Call Centre Training is based on two Services SETA registered unit standards, 114974 (apply the basic skills of customer service) and 242829 (monitor the level of service to a range of customers), and learners build a Portfolio of Evidence. New enrolment is open until 30 June 2028 for 242829 and 30 June 2029 for 114974.
What is covered in BPO training?
BPO (business process outsourcing) contact centres handle calls on behalf of other companies, so their agents need the same core skills as any call centre team: voice control (tone, cadence and pitch), listening and questioning, telephone etiquette, screening and redirecting calls, logging queries, following site-specific operating procedures and dealing politely with difficult callers. BOTI’s call centre training covers all of these and can be designed around a client’s standards.
How long is the call centre training course and where is it held?
BOTI’s call centre courses run from one to three days of instructor-led training, with strong delegate participation and practical application of the theory. The core Call Centre and Customer Service Training takes two days. Training runs in-house at your premises anywhere in South Africa, at BOTI’s venue in Sunningdale, Johannesburg, or online. Call 011 882 8853 or email [email protected] to arrange dates for your team.
To put these skills into practice with your agents, book BOTI’s Call Centre and Customer Service Training. The two-day course runs in-house at your premises, at BOTI’s venue in Sunningdale, Johannesburg, or online, and it can be designed around your team’s objectives. Delegates receive a BOTI certificate of attendance.
