Contact Center

Handle a range of customer complaints In contact centers

Use language and communication in occupational learning programmes

Interpret classification systems in order to organise, retrieve and dispose of records

Write / present / sign texts for a range of communicative contexts

Gather and provide relevant information to contribute to contact center problem solving

Access and use information from texts

Explain basic health and safety principles.

Meet performance standards within a contact centre

Manage in-bound and/or out-bound calls

Data processing using IT

Apply out-bound contact centre operations within a commercial environment

Use language and communication in occupational learning programmes

Contribute to a diverse working environment in a contact centre

Understanding contact centre and BPO practices

Problem solving using data

Comply with service levels as set out in a Contact Centre Operation

Use mathematics to investigate and monitor financial aspects of personal and community life

The use of statistics and probability to investigate life related problems

Communicate orally with relevant stakeholders in the recovery of debt

Rational and irrational numbers

Instil in myself a personal contact center culture

Work as a member of a contact centre team

Collect and record information queries and requests from customers

Provide information to customers in a contact centre

Input data received onto appropriate computer packages within a contact centre

Apply in-bound contact centre operations within a commercial environment

Process incoming and outgoing telephone calls

Use time management techniques to manage time in a financial services environment

Develop a plan to enhance team performance

Communicate with customers in a contact centre and BPO

Handle customer complaints

Time and stress management

Number bases and measurement units and awareness of error

Work with a range of patterns and functions to solve problems

Maintain and Adapt Oral Communication

Interpret and use information from texts