Computer Skills for Contact Center Staff | Improve Your BPO and Cold Calling Efficiency
Step into the world of contact centres with confidence. Whether you’re just starting out or want to sharpen your existing skills, this course is designed to help you feel more in control of your workday. From handling systems efficiently to building strong customer connections over the phone, you’ll learn exactly what it takes to thrive in fast-paced BPO environments. Cold calling can be tough but with the right tools and guidance, you’ll approach each call with clarity, professionalism, and confidence.
What is the Course About
This course focuses on the practical computer and communication skills every contact centre agent needs. You’ll get to grips with using CRM platforms, managing customer data accurately, and responding to queries with ease. It’s ideal for those working in BPO roles or involved in cold calling, as it brings real-life examples into the training. By the end, you’ll not only know what to do you’ll know how to do it calmly and confidently.
Skills You’ll Gain from this Course
- Work confidently with contact centre and CRM systems
- Accurately capture and update customer information
- Improve how you handle cold calls and customer objections
- Communicate clearly and professionally under pressure
- Multitask effectively between screens, calls, and notes
- Deliver excellent service with warmth and confidence
Who Should Enrol
- Contact centre agents handling inbound or outbound calls
- BPO staff looking to boost performance and confidence
- Customer service professionals wanting to refine their skills
- Teams needing consistent, quality-driven computer training
Overview
Demonstrating and applying knowledge of computer packages within a Contact Centre involves utilising software tools for various tasks. Inputting data onto company-specific packages and verifying data are key functions, ensuring accurate and efficient information management within the Contact Centre
Description
This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification or working within a Contact Centre environment, where the acquisition of competence against this standard will add value to the learner’s job. This unit standard is intended to enhance entry-level service within the Contact Centre Industry. The qualifying learner can demonstrate and apply knowledge of computer packages within a Contact Centre. Inputting data onto company-specific packages within a Contact Centre. Verifying data onto company-specific packages within a Contact Centre..
- Knowledge of company-specific computer packages is demonstrated
- An understanding of company-specific packages and applications is demonstrated and applied
- Applications are accurately applied within company-specific contexts
- Confidence is displayed in company-specific packages within a Contact Centre
- Data is inputted accurately
- Data is inputted within company-specific timeframes
- The data captured is relevant and consistent with company-specific formats and requirements
- Critical and closest routes are followed when inputting data into packages
- Tasks are completed within the company’s specific timeframe
- Data is verified against the source of information
- Inaccuracies are identified and rectified correctly
- Company-specific follow-up and close procedures are followed
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
