Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail during this energizing and practical training.

How You Will Benefit:
• Develop an understanding of the nuances of body language and verbal skills.
• Learn aspects of verbal communication such as tone, cadence, and pitch.
• Demonstrate an understanding of questioning and listening skills.
• Acquire comfort with delivering bad news and saying no.
• Learn effective ways to negotiate.
• Understand the importance of creating and delivering meaningful messages.
• Use tools to facilitate communication.
• Realize the value of personalizing interactions and developing relationships.
• Practice vocal techniques that enhance speech and communication ability.
• Personalize techniques for managing stress.

TYPE OF PROGRAMME

  • Part Time
  • Brooklyn Short Programme*

Short programmes upgrade skills and knowledge to ensure success in a chosen field of learning, but are not credit bearing.

DURATION

The programme duration is 3 months and tuition is face-to-face. Each Brooklyn city campus has a different tuition schedule. Programmes are offered on Saturdays.

ADMISSION REQUIREMENTS

  • Knowledge, comprehension and application of English and Mathematics at Grade 10 or equivalent.
  • Basic knowledge of computer skills.

LEARNER MATERIAL

All textbooks are included in the tuition fees.

ADDITIONAL COSTS

There are no additional costs payable for this programme.

ASSESSMENT

Formative and summative assessments will assess all specific outcomes and adhere to all assessment criteria of the learning programme.

CERTIFICATION

On successful completion, the learner will receive the Brooklyn City College Call Centre Training Certificate.

*A Brooklyn Short Programme is a programme offered by Brooklyn and quality assured by the Brooklyn Academic Board

FEES

DURATIONREGISTRATION FEEMONTHLY FEETOTAL
3 MonthsR 500R 800R 2 900
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