What this course is about?
This course was developed specifically for contact centre agents, to empower them with the necessary knowledge and skills to perform on a high standard to Implement Contact Centre specific sales techniques to generate sales through a Contact Centre. This course was developed by On the Dot. On the Dot 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. Their contact center 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 large spectrum of diversity, as On the Dot is national, as well as being able to deliver excellent customer service and after-sales service to ensure continuous annual growth of their client base.
While you will receive your On the Dot Educate24 certificate after passing this course, the successful completion of this course will also qualify your for five days’ in-house call centre training at On the Dot’s Cape Town offices, which will earn you an accredited qualification in Contact Centre Sales. This training is typically worth R12 000.00, but will only cost R7000.00 upon presentation of your Educate24 Contact Centre Sales certificate. Once you have completed the course, clear instructions as to the “next steps” (if you wish to do the in-house training) will follow.
Who should be doing this course?
The target audience for this course is contact centre agents who are in the sales area within a call centre environment. All the agents attending this course must be between the age group of 20 – 50 and have a minimum of 2 years similar working experience. This course is also a building block for people who want to obtain credits towards the national certificate – Further Education and Training Certificate: Contact Centre Operations NQF Level 4.
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 a basic 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 client needs.
How is your course mark 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 fail a few of the chapter tests, if your test marks in the other chapter tests are high enough you will still be able to pass the course. 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!