Call Centre Skills

Contact centres, or call centres, are one of the biggest employers of school leavers in South Africa. Banks, insurers, cellphone networks, retailers, medical aids and international companies all run contact centres in cities such as Johannesburg, Cape Town and Durban. The work is fast-paced and measured closely, and the people who do well are the ones who understand how it works before they start. This course explains how a contact centre runs and what is measured, how to set up your workstation and look after your voice and body, how to use your voice and words so callers trust you, how to structure every call and use scripts without sounding like a robot, how to cope with call volumes and difficult callers, how quality checks and coaching work, and how to use a CRM system and follow the rules on personal information and direct marketing. The course is fully online and self-paced. Each lesson has a short activity in your workbook. You finish with a practical task based on a real-style call and a final assessment, and you receive a MetaCo Certificate of Completion that you can add to your CV.