Identify and respond to customer needs in a contact center | Online Short Course
Call Handling refers to the process of managing incoming and outgoing telephone calls in a professional and efficient manner, typically within a contact centre or customer service environment. It involves answering calls promptly, using appropriate greetings, understanding customer needs, resolving issues or queries, and ensuring the customer has a positive experience. Good call handling also includes active listening, clear communication, accurate information recording, and, where necessary, transferring calls or escalating issues to the relevant department.
Efficiently Managing Customer Calls to Deliver Quality Service
This phrase refers to the ability to handle telephone interactions with customers in a prompt, organised, and professional manner. It involves listening actively, resolving queries or issues quickly, and maintaining a polite and helpful tone throughout the call. The goal is to ensure customer satisfaction while maintaining high service standards and operational efficiency.
Key Skills You Will Gain After Completing the Call Handling Course
- Effective Communication Skills
- Speaking clearly and professionally
- Using positive language and tone
- Active listening and empathy
- Customer Service Techniques
- Handling customer enquiries and complaints
- Providing accurate information and solutions
- Creating a positive customer experience
- Problem-Solving Skills
- Identifying customer needs quickly
- Thinking calmly under pressure
- Offering solutions or escalating appropriately
- Call Management Skills
- Managing call flow and duration
- Following scripts and guideline
Overview
Recognising and understanding customer needs in a Contact Centre is crucial for providing effective service. Responding to customer needs involves addressing inquiries, issues, or requests promptly and satisfactorily to ensure a positive customer experience.
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 is competent in identifying customer needs in a Contact Centre. Responding to customer needs in a Contact Centre.
Course Content
- Customers’ needs are correctly identified through appropriate questioning and listening techniques
- A correct understanding of customers’ needs is demonstrated by applying industry special responses
- Customers’ needs are identified within company-specific timeframes
- Company-specific prompts and procedures are consistently followed
- Customer needs are responded to accurately according to company-specific requirements
- Customers are responded to in accordance with company-specific time limits and Service Level Agreements
- Responses comply with company-specific requirements
- Accuracy is confirmed by the customer
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
