Manage In-bound and/or Out-bound Calls (377421)

This learning programme is intended for all persons who need to:

Manage inbound and/or outbound calls in a Contact Centre. The aim of this unit standard is to equip learners with knowledge and skills to operate in-bound and conduct outbound calls from a Contact Centre.

Course Content

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Module 1 5 Lessons | 1 Quiz

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Module Content

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1.1: Process Incoming Calls

1.2: Answering the Telephone According to Standard Operating Procedures

1.3: Redirecting a Call

1.4: Screen Calls as per Standard Operating Procedures

1.5: Taking Messages and Transmitting it According to Organisational Requirements

Quiz 1

Module 2 4 Lessons | 1 Quiz

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2.1: Respond to In-bound Calls Relating to Marketing Campaigns in a Contact Centre

2.2: Document, Record and Capture Inbound Call Results Relating to a Marketing Campaign

2.3: Verify Information According to Service Standard Practices

2.4: Analyse Information to Determine Any Escalations to Other Parties

Quiz 2

Module 3 4 Lessons | 1 Quiz

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3.1: Process Outgoing Calls

3.2: Obtain and Prepare Information and Documentation for the Call

3.3: State the Purpose of the Call According to Organisational Procedures

3.4: Record Resulting Actions From Calls

Quiz 3

Module 4 7 Lessons | 1 Quiz

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Module Content

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4.1: Conduct Outbound Telemarketing Campaigns from a Contact Centre

4.2: Prepare Campaign Information to be Communicated to Customers

4.3: Describe Details of the Campaign Information to be Conveyed to Customers

4.4: Process Campaign Enquiries and/or The Provision of Products and Services

4.5: Record Results of Out-bound Telemarketing Campaigns

4.6: Conclude Sales Transactions within Company Specific Timeframes

4.7: Ensure That the Sales Transaction is Consistent with the Customer’s Requirements

Quiz 4

Module 5 3 Lessons | 1 Quiz

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Module Content

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5.1: Provide Follow Up to Customer’s Requests

5.2: Ensure That Follow-up Procedures are Consistent with Customer Requirements

5.3: Inform Customers of Any Escalation Situations

Quiz 5

About Instructor

ryanrori

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Course Includes

5 Modules
23 Lessons
5 Quizzes

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Manage In-bound and/or Out-bound Calls (377421)

Course Content

About Instructor

ryanrori

Course Includes

Your CPD Points for the current Month

Your Knowledgebase Points for all time