What this course is about?
This course was developed specifically for aspiring contact centre agents, to empower them with the necessary knowledge and skills to perform at a high standard to implement Contact Centre specific sales techniques in order to maximise sales. This course was developed by Media24’s multichannel logistics operation, On the Dot. It is the largest multichannel media logistics company in South Africa and offers a comprehensive, integrated, one-stop logistics solution for all media products, such as books, magazines, newspapers, digital fulfilment, consumer electronics and music. On the Dot’s contact centre is focused towards world-class customer services in all departments such as logistics, client services, print and digital media as well as sales. They pride themselves on being able to make sales across a diverse spectrum of products, as On the Dot has a national footprint, as well as being able to deliver excellent customer service as well as after-sales service.
You will receive your Media24/ Educate24 certificate after passing this course, and you will also qualify for the five-day in-house call centre training at On the Dot’s Cape Town offices, provided you are able to produce your official matric certificate. This practical component will earn you an accredited qualification in Contact Centre Sales. This 5-day course is worth R12 000, but will only cost R7 000 upon presentation of your Educate24 Contact Centre Sales Part 1 certificate. Once you have completed Part 1 (theory), clear instructions on how to move on to Part 2 (practical) will be made available.
Who should be doing this course?
The target audience for this course is aspiring contact centre agents or individuals who work in the sales area within a call centre environment. This course is a building block for individuals who want to obtain credits towards the national certificate – Further Education and Training Certificate: Contact Centre Operations NQF Level 4. Learners completing the practical component will achieve 12 credits towards their qualification.
The course will be facilitated by using activities that support learning styles, adult learning principles and learning theories. This is to ensure that the learners understand what was taught to them. The learners will receive an in-depth understanding of industry specific products and/or services offered, together with an in-depth understanding of Contact Centre Sales procedures, guidelines and policies. They will acquire an understanding of basic sales techniques in a Contact Centre and will be taught a broad overall understanding of negotiation skills and techniques. They will also learn a general understanding of handling objections by customers. Furthermore, the learner will be shown how to collect, analyse and critically evaluate client information in order to accurately identify client needs and communicate effectively when responding to clients.
HOW YOUR COURSE MARK IS CALCULATED?
Your course is mark is calculated using the average mark obtained in each of the chapter tests. In order to pass this course, you must obtain a final course mark of at least 50%. This means that even if you underperform in a few chapter tests, will still be able to pass the course if your other chapter test marks are high enough. Good Luck!
Study at your own pace!
We’ve created our courses to suit your busy life! The duration of this course is based on a student guide where one 300 – 500 word article is read per day, and the assessment is done on a separate day after the relevant articles have been reviewed. But you can do the course in your own time and at your own pace. If you choose to do two readings per day, it will take you half of the estimated time, four readings per day means doing the course in a quarter of the time etc. We leave that decision up to you!