Call Centre Operations Online Course

Managing Customer Complaints in a Contact Centre | Call Centre Operations

Call Centre Operations refer to the day-to-day activities, processes, and strategies involved in managing and running a call centre. These operations include handling inbound and outbound customer communications, managing staff scheduling and performance, ensuring compliance with service level agreements (SLAs), and using technology such as CRM systems and call routing software. The goal of call centre operations is to deliver efficient, high-quality customer service and support, resolve issues effectively, and maintain customer satisfaction and loyalty. Operations also involve training agents, monitoring call quality, and continuously improving service delivery through data analysis and feedback.

Managing and streamlining customer service activities within a call centre.

This phrase refers to the effective coordination and continuous improvement of all customer service tasks carried out in a call centre environment. It involves overseeing staff performance, optimising workflows, using technology to enhance communication, and ensuring that customer enquiries, complaints, and requests are handled promptly and professionally. The aim is to deliver a seamless and efficient service that meets customer expectations while aligning with the organisation’s goals and standards.

What are the roles and responsibilities in call centre operations?

  • Call Center Agents: Handle customer calls, solve issues, provide information, and document interactions.
  • Team Leaders/Supervisors: Support agents, provide coaching, manage schedules, and handle escalations.
  • Quality Analysts: Monitor calls for quality, give feedback, and ensure compliance.
  • Operations Managers: Oversee overall operations, manage resources, analyze performance, and strategize improvements.
  • Workforce Managers: Forecast call volume, create agent schedules, and optimize staffing.
  • Trainers: Develop and deliver training programs for agents.
  • Technical Support: Maintain and troubleshoot call center technology.
  • Customer Experience Managers: Improve overall customer service quality based on feedback and data.

Identifying the customer’s problem, committing to resolving the customer complaint, planning and implementing effective solutions, communicating with all stakeholders, and delivering practical business solutions are integral steps in effective customer service and problem resolution within a business context.

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 will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner`s job. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry.

Course Content
  • The nature of the complaint is identified and assessed
  • The origin of the complaint is identified
  • Responsibility for action to solve the problem is taken
  • The problem is documented, according to company regulations and requirements
  • Commitment to resolving the complaint is demonstrated
  • The customer is totally satisfied with the complaint process to date
  • The company provides support for both the individual and the customer
  • The correct solution is applied to solve the customer’s problems
  • Contact is maintained with all relevant stakeholders
  • The correct solution is applied to the customer’s complaint within the agreed timeframe
  • Relevant internal parties are notified of the complaint and its rooting
  • Immediate superior is notified of the customer’s complaint for further action
  • The customer is communicated with regarding the outcome and progress of the solution
  • A partnership is arranged between other stakeholders and the organisation, which enhances the solution of the customer’s problem
  • Relationships are built by solving the customer’s complaint and by building sales
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
SpecCon Short Course
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