Contact Centre Training


Enhance your customer service skills and boost your performance with our “Contact Centre Training” program. Designed for new and experienced contact centre agents, this course provides essential skills and knowledge to excel in customer support, sales, and communication within a high-demand call centre environment.


Contact centres are pivotal to managing customer relationships and ensuring customer satisfaction and loyalty. This training focuses on improving communication skills, handling complex customer interactions, and utilizing technology effectively to meet the diverse needs of customers across various platforms.


This course is ideal for:

Course Outline

Introduction to Contact Centre Operations:

  • Overview of contact center roles and the importance of customer service.
  • Understanding different contact center technologies and systems.

Effective Communication Skills:

  • Techniques for clear and effective verbal and written communication.
  • Active listening skills to accurately understand and address customer needs.

Handling Calls and Multichannel Communications:

  • Best practices for managing inbound and outbound calls.
  • Skills for handling live chat, email, and social media interactions.

Customer Interaction Techniques:

  • Strategies for dealing with difficult customers and resolving conflicts.
  • Techniques for upselling and cross-selling products and services.

Quality Assurance in Customer Service:

  • Standards for measuring and maintaining high-quality customer interactions.
  • Continuous improvement processes to enhance customer service delivery.

Stress Management and Self-care:

  • Techniques for managing stress in a high-pressure environment.
  • Importance of self-care and maintaining professional well-being.

Data Handling and Privacy:

  • Understanding the importance of data privacy and security.
  • Best practices for handling sensitive customer information.

Teamwork and Collaboration:

  • Fostering a team environment to support peer learning and improvement.
  • Collaboration techniques to ensure consistency and reliability in customer service.


Participants will:

  • Develop robust communication and customer service skills.
  • Learn to navigate various communication platforms effectively.
  • Gain strategies to manage stress and maintain high performance in a fast-paced environment.
  1. Promoting equal opportunity and fair treatment in employment through the elimination of unfair discrimination
  2. Implementing affirmative action measures to redress the disadvantages in employment experienced by designated groups, to ensure their equitable representation in all occupational categories and levels in the workforce.’

Welcome to our complete guide on Employment equity and its new 2023 amendments. Right here, we will offer you with clear and concise information about this important new EE legislation, ensuring you understand its motive, key principles, EE changes, Compliance and the obligations it imposes on employers. We will also talk the newest amendments and their impact, retaining you updated with the modern day compliance requirements.

At its core, Employment Equity aims to promote fair and equitable workplaces by addressing systemic discrimination and ensuring equal opportunities for all employees. This Act encourages employers to create inclusive environments where diversity is valued and individuals from designated groups have equal access to employment and advancement opportunities.

With the current amendments, Employment Equity has undergone essential modifications. We are going to delve into those updates, highlighting the important areas affected and the implications for employers. By understanding the amended provisions, you will be better equipped to navigate compliance necessities and ensure your employer meets its obligations. At McDowell Development Institute South Africa ( MDSA ) We believe Employment Equity should be about Transformation, Diversity, Inclusive and Equity.

In terms of the new amendment,

  1. Changes include the introduction of an Employer Equity Certificate of Compliance which companies wishing to participate in state contracts are now required to provide. Companies without an Employment Equity Certificate of Compliance will not be able to receive any points under the Management Control pillar of the B-BBEE scorecard and could be subject to fines and penalties for non-compliance with the Employment Equity Act. Management Control has traditionally been the pillar that all sectors struggle the most with.
  2. Sector-specific targets set by the Minister of Employment and Labour ostensibly after consultations with industry over the past 18 months, appear to have been more closely aligned to the BEE scorecard.

The newly amended Employment Equity (EE) Act to aid workplace transformation in SA to come into operation on 01 September 2023


Our “Contact Centre Training” program equips you with the skills to excel in a dynamic contact centre environment, enhancing both customer satisfaction and your career growth. Step into your role with confidence, ready to handle any customer interaction with professionalism and poise.

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