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Customer Care _ Call Centre

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					    BUSINESS SCHOOL
      Business Management



  Customer Care
   & Call Centre




Build your future the INTEC way
                           Do you have a way
                          with people?
            Then become part
          of this exciting and
         rewarding industry.
     Ever wondered who answers the telephone when you
    call a large corporation’s helpline?
   Or who picks up the call when you ask to speak
  to someone in “Customer Service?” It is most likely a Call
  Centre Agent. Realising the importance of good customer
 service, more and more companies are making use of
external Call Centres to give their customers the service
they deserve. Modern technology has even made it possible
for corporations across the globe to have their Call Centres
in South Africa. Why? Because our Call Centre Agents are
highly qualified and extremely efficient.

              Programme Types offered at INTEC College
              National Qualifications are credit-bearing qualifications registered
   NQF        on the NQF (National Qualification Framework) and accredited by
              a Quality Assurance Body, such as a SETA (Sector Education and
              Training Authority). A skills programme is an accredited component of
              a national qualification.
   Provider INTEC Provider Programmes are INTEC’s vocational certificates
  Programme and diplomas that enhance your skills and improve your career
            opportunities. Provider Programmes are not linked to the NQF and
            are not credit-bearing. However, they are in high demand and carry
            the approval of the INTEC Academic Board.
    Agent   Agent programmes are programmes for which INTEC offers tuition,
  Programme but where INTEC does not issue the final certificate. The agent body
            issues the final certificate and manages the final examinations.
    Career    INTEC CareerBooster courses are continuous professional
   Booster    development (CPD) short courses that help you add to your current
              professional knowledge in a particular field, and hence boost your
              abilities within your career.
    Career    INTEC CareerStarter courses are short courses that introduce
   Star ter   you to a particular field or career, and that offer you the opportunity
              to explore an interest or skills set without having to enroll on a full
              programme.
     Job      INTEC JobCreator courses were designed to refine your skills in
   Creator    a particular field of interest, to teach you how to make a living from
              a particular skill, interest or hobby and to help you start your own
              business.
     Self    INTEC Self-Enrichment courses are offered for self-enrichment
  Enrichment purposes. They will add value to your experience of life and of a
             particular chosen field of interest.
                                                                  Career
Call Centre Agent             Short Course Certificate           Booster


Programme Type
The Call Centre Agent Short Course Certificate programme is a
Continuous Professional Development Programme.
Looking for a job as a Call Centre Agent? Want to get the right
course to make you job-ready? Then the Junior Call Centre Agent
Short Course Certificate is just the course you’ve been looking for. It
will equip you with a specialised set of skills, giving you a head start
in any Call Centre.

Entrance Requirements
Grade 9 (Std 7) or an equivalent.

Course Duration
You should be able to finish this course within 12 months.

Course Content
The course consists of the following:

•   Orientation to Contact Centres
•   Inbound and Outbound Call Centres
•   Dealing with the Customer
•   Handling Tough Situations
•   Working in and with the Team to Get Results
•   Technical Competency
•   Performance Management

Assessment
It is not compulsory to hand in assignments but you are required to
write an exam. Please note that there are exam sittings in June and
October of each year. You will need to submit an examination entry
form, together with the prescribed examination fee, to the College
before the closing date for the next examination. Please refer to the
Exam Guide for more information.

Award
After you successfully complete the course, you will receive your
INTEC Call Centre Agent Short Course Certificate.
                                                            Provider
Call Centre Management                       Diploma       Programme


Programme Type
The Call Centre Management Diploma programme
is a Provider Programme.
Looking to run your Call Centre more effectively, as well as
maximising its personnel, team and operational performance?
Then this course was designed just for you. Become part of one
of the fastest-growing sectors in South Africa by enrolling today.
Entrance Requirements
Grade 12 (Std 10) or an equivalent.
Course Duration
You should be able to finish this course within 24 months.

Course Content
The course consists of the following:
•   Contact Centre Operations Management 1
•   Contact Centre Service Management 1
•   Contact Centre People Management
•   Contact Centre Operations Management 2
•   Contact Centre Service Management 2

Select one of the following:
• Contact Centre Operations (Commercial Environment)
• Contact Centre Operations (Emergency Environment)


Assessment
It is not compulsory to hand in assignments but you are required
to write 6 exams. Please note that there are exam sittings in June and
October of each year. You will need to submit an examination entry
form, together with the prescribed examination fee, to the College
before the closing date for the next examination. Please refer to the
Exam Guide for more information.
Award
After you successfully complete the course, you will receive your
INTEC Call Centre Management Diploma.
                                                         Career
Customer Care           Short Course Certificate        Booster

Programme Type
The Customer Care Short Course Certificate programme
is a Continuous Professional Development Programme.

Everyone who is involved in sales or otherwise deals
with the public should know how to interact with them
professionally. This informative short course will teach
you the ins and outs of dealing with both clients and
colleagues, telephonically and face-to-face. You will gain
confidence and enhance your people skills in order to
provide the best service.
Entrance Requirements
Grade 10 (Std 8) or an equivalent.

Course Duration
You should be able to finish this course within 12 months.

Course Content
The course consists of the following:
•   Display Cultural Awareness with Customers and Colleagues
•   Attend to Customer Enquiries Face-to-face and on
    the Telephone
•   Inform Client of Planned Process and Follow Up on Requests
•   Resolve Client Requests and Queries

Assessment
You will be required to submit 2 assignments to the College
for marking.

Award
After you successfully complete the course, you will receive
your INTEC Customer Care Short Course Certificate.
Customer Relationship Management
                                                     Career
Short Course Certificate                            Booster

Programme Type
The Customer Relationship Short Course Certificate programme
is a Continuous Professional Development Programme.
This short course focuses on attracting and retaining customers
through excellent service, cooperation, trust, commitment
and the sharing of information. It is designed to improve
your competence in the fields of sales, account management,
marketing, customer service, and contact centre operations.

Entrance Requirements
Grade 10 (Std 8) or an equivalent.

Course Content
The course consists of the following:
•   Customer Relationship Management
•   Identify Customers, Determine What They Need
    and Decide How to Respond
•   Deliver Exceptional Customer Service Beyond What
    Customers Require
•   The Art and Science of Monitoring and Measuring
    for Continual Service-level Improvement

Course Duration
You should be able to finish this course within 12 months.

Assessment Information
It is not compulsory to hand in assignments but you are required
to write an exam. Please note that there are exam sittings in June
and October of each year. You will need to submit an examination
entry form, together with the prescribed examination fee, to the
College before the closing date for the next examination. Please
refer to the Exam Guide for more information.
Award
After you successfully complete the course, you will receive
your INTEC Customer Relationship Management Short Course
Certificate.
    From the Principal’s desk
Take your next step now!
Follow through on your decision to
enhance your life and your future
prospects by enrolling in INTEC’s
Customer Care & Call Centre course today!

Why study with us?
•   Quality study material designed specifically for home-study.
•   The freedom to study at YOUR pace, where and when it suits YOU.
•   The widest range of courses for today’s world.
•   Free consultations with INTEC’s career counselling and
    development specialists.
•   Free study choice advice from INTEC’s Student Consultants.
•   The convenience of online enrolment, contact and advice.
•   Affordable, easy payment options.
•   Ongoing study support and individual attention from qualified tutors.

Umalusi Accreditation
INTEC College (Pty) Ltd has been awarded provisional accreditation by Umalusi.
Umalusi is the Council for Quality Assurance in General and Further Education
and Training in South Africa
- see www.umalusi.org.za
Employers are legally permitted to claim from the Skills Levy Fund for investing in
their employees’ education, and are required to quote the following
Provisional Accreditation No.: FET 00037 PA.

DHET Registration
INTEC College (Pty) Ltd has been granted provisional registration by the
Department of Higher Education and Training as a private FET College,
until 31 December 2014.
Provisional registration No. 2008/FE07/025 - see www.education.gov.za. For
further information please refer to our website: www.intec.edu.za
INTEC College (Pty) Ltd is committed to meeting legislative requirements
regarding accreditation and registration of private education and training
providers in South Africa.
Wishing you every success in your studies and your future!




Phillip Slatter
INTEC College Principal

    go to: www.intec.edu.za or email: info@intec.edu.za
    Call a Student Consultant:
    JOHANNESBURG                     Tel:   (+27) 11 712-2555       Fax:   (+27) 11 712-2521
    CAPE TOWN                        Tel:   (+27) 21 426-0626       Fax:   (+27) 21 426-0771
    PORT ELIZABETH                   Tel:   (+27) 41 363-0840       Fax:   (+27) 41 363-0888
    DURBAN                           Tel:   (+27) 31 374-9700       Fax:   (+27) 31 301-8184
    PRETORIA                         Tel:   (+27) 12 352-9000       Fax:   (+27) 12 322-6369
    NELSPRUIT                        Tel:   (+27) 13 752-2427       Fax:   (+27) 13 752-6184
    NAMIBIA                          Tel:   (+264) 61 308-834       Fax:   (+264) 61 308-691

INTEC College (PTY) LTD FET 00037 PA is a member of both the
National Association of Distance Education Organisations in South
Africa (NADEOSA) and the Association of Private Providers of
Education, Training and Development (APPETD).
INTEC is a Registered Credit Provider: NCRCP 2325

15000B 10-10                                                                           (E & OE)

				
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