Call Centre Agent Training 

Offered at Kwa-Thema Campus.

When you study at Ekurhuleni East College, you receive more than an education. We also offer you the opportunity to learn about the contact centre industry and potential career opportunities within this exciting and rapidly growing sector. By attending the programme Delivering Service Excellence - An Introduction to Inbound and Outbound Contact Centre Operations, you will receive practical contact centre exposure and experience. These are the vital requirements to obtaining employment and a rewarding long-term career in the fastest growing and most exciting industry in the world.

Our commitment is to provide you with the teachings and the tools to advance and develop yourself, both in a professional and personal capacity.

The Call Centre and Training Centre are situated at the Kwa-Thema Campus of Ekurhuleni East College. It is equipped with a fully functional contact centre and three state-of-the-art, technologically-enabled training rooms.

Duration

  • 3 Months Full-time 
  • Mondays to Thursdays 08:00 to 15:00 
  • Fridays 08:00 to 13:00

Admission Requirements:

  • Grade 12 passed 
  • Computer literacy 
  • Good English proficiency.

Enrolment Procedure:

After completion of the pre-enrolment form, students are invited to a screening interview where their English language proficiency, computer literacy and communication skills are evaluated through written and telephonic assessments.

Documents To Be Submitted Upon Registration:

  • Grade 12 report/results 
  • Certified copy of ID or Birth Certificate 
  • Proof of residence or an affidavit confirming residence

Course Content:

The Call Centre Training Course: Delivering Service Excellence - An Introduction to Inbound and Outbound Contact Centre Operations is offered on Level 2 of the National Qualifications Framework. Modules have been selected which will ensure that students have the best chance of being placed within Call Centres or related customer service environments on completion of the programme. Placement is also dependent upon students completing the course with a high level of proficiency and, of course, on having a positive and enthusiastic attitude!

Each learner receives a copy of the workbooks and assessment guides on commencement of the course. Services SETA accredited training material is used. If assessed and found competent, students can accumulate credits towards the National Certificate in Contact Centre Support NQF Level 2.

Module 1: Effective Call Centre Skills Kwa-Thema
Section A: Call Centre Principles
Section B: Call Centre Culture
Section C: Call Centre Components
  
Module 2: Voice and Communication Skills Kwa-Thema
Section A: The Importance of Successful Communication
Section B: Communication in Providing Quality Service
Section C: Telephone Etiquette
Voice Practicals
  
Module 3: Customer Service Principles Kwa-Thema
Section A: Call Centre Environment (Service)
Section B: The Inbound Call Centre Setting
 
Module 4: Telemarketing Skills Kwa-Thema
Section A: Outbound Call Centre Activities
 
Module 5: Life Skills for Business Kwa-Thema
Section A: Typing Skills
Section B: Preparing a Winning CV
Section C: Interview Skills
Section D: Time Management and Prioritising
Section E: Stress Management
Section F: Managing your Money
  
Module 6: Business English Skills Kwa-Thema
Section A: Vocabulary Base
Section B: Word Order
Section C: Prohibitions
Section D: Business Writing
  • Students receive Preparation and Practice Time for the Final Assessment.
  • Students also attend a Site Visit to a Call Centre to familiarise themselves with the practical environment.
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