Contact Centre Operations NQF4 SB
eBook - PDF

Contact Centre Operations NQF4 SB

TVET FIRST

  1. English
  2. PDF
  3. Available on iOS & Android
eBook - PDF

Contact Centre Operations NQF4 SB

TVET FIRST

Book details
Table of contents
Citations

About This Book

Activities help students practise their skills.Step-by-step instructions guide students through the content.The books use a "how-to" / training manual approach.

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Yes, you can access Contact Centre Operations NQF4 SB by Christina Budai in PDF and/or ePUB format, as well as other popular books in Business & Business General. We have over one million books available in our catalogue for you to explore.

Information

Publisher
Macmillan
Year
2013
ISBN
9781431020553
Topic
Business
Subtopic
Business General
Index
Business

Table of contents

  1. Front cover
  2. Title page
  3. Copyright page
  4. Contents
  5. Topic 1: Handling arange of Customer Complaints
  6. Module 1: Identify the customer’s problem and commit to solving the complaint
  7. Module 2: Arrange correct planning and solutions to the customer’s problem
  8. Module 3: Communicate with all stakeholders
  9. Module 4: Providing practical businesssolutions
  10. Topic 2: Customer and market related trends impacting on Contact Centres
  11. Module 5: Identify client and market related trends
  12. Module 6: Analyse client and market related trends
  13. Module 7: recommend an initiative
  14. Topic 3: A personal Contact Centre Culture
  15. Module 8: identify and define a Contact Centre
  16. Module 9: identifying Contact Centre principles and concepts
  17. Module 10: identify, list and persuade others of the benefits of a Contact Centre culture
  18. Topic 4: Performance standards in a Contact Centre
  19. Module 11: Apply statistical understanding to performance targets
  20. Module 12: review performance and implement performance standard benchmarks
  21. Topic 5: Contact Centre specific sales techniques
  22. Module 13: identify client types andneeds
  23. Module 14: Cross sell products in a Contact Centre
  24. Module15: Close sales in order to meet targets
  25. Back cover