1. WELCOME TO
PLANNING & ORGANISING MASTERCLASS
•
1
By
Phumzile Mngadi
Taking the Lead, Shaping the Future
Contact Centre Operations
2. PROGRAMME OVERVIEW
DEPARTMENT OF HEALTH
DAY 1
Timing Section Objective
10h30 - 11h00 Introduction & Rules Setting Context
11h00 - 11h30 Induction Introducing the qualification and Methodology
BREAK 11h30-12h00
12h00 - 13h00
Contact Centre
Operations
- Core Function
- Different types of Contact Centre
- Understanding your role
- Understanding your Business Partners
13h00 - 13h30 LP 2 Business Communication –What to Expect
END OF SESSION
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3. WELCOME|RULES & REGULATIONS
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1 SHOW RESPECT FOR EACH OTHER
2
3
4
5
6
7
8
10
9
COMMIT TO THE PROGRAMME
TAKE NOTES
BE ON TIME AFTER BREAKS
SWITCH ALL MOBILE DEVICES
TO SILENT OR OFF
ASK QUESTIONS WHEN YOU
NEED TO
ENSURE UNDERSTANDING OF
EACH UNIT STANDARD
ENSURE THAT YOU UNDERSTAND
YOUR POE REQUIREMENTS
ENCOURAGING CANDIDATE
PARTICIPATION
HAVE FUN
4. AGENDA
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1 WELCOME & INTRODUCTION
2
3
4
5
6
ABOUT US | CAMBLISH
LEARNERSHIP STAKEHOLDERS
FACILITATION & ASSESSMENT PROCESSES
CONTACT CENTRE OPERATIONS
LP 2 – BUSINESS COMMUNICATION
7. WHO ARE WE
• We are a Registered , Recognized & Accredited training institute with reputable
Educational Professional Governing bodies( SETA’s)
• We aim to help companies and individual to develop and improve performance.
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LEARNERSHIP SKILLS PROGRAMS
NQF - We have a scope of
3250 accredited skills
programs across 13 SETA’s in
SA
UNIT STANDARDS
NQF – We have a scope of
4779 accredited stand alone
unit standards across 13
SETA’s in SA
NQF – we have a scope of 99
Full qualifications accredited
across 13 SETA’s in SA
CAMBLISH TRAINING INSTITUTE
9. FACILITATION & ASSESSMENT PROCESS
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- Transfer of knowledge
- Formative Assessments
- Classroom Activities
- Group Work
- Questions , Answers & Feedback
- Summative Assessment
- Assessor Assessment
- Remediation & Feedback
- Internal Moderation & Reporting
-
- Verification Application
- Internal Verification
- Qualification Endorsement
- Reporting
- Certification
10. DID YOU SAY OPERATIONS???- LET US DISCUSS
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11. CONTACT CENTRE OPERATION - DEFINED
“Your contact centre operations, it is the heart of
the heart of the company, where duties and roles are
ranging from day-to-day management and
troubleshooting to big-picture decisions on how to
measure agent performance and where a company
can track customer satisfaction levels”
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Customer People Technology
Finance/Business
Management
12. TYPES OF CONTACT CENTRE OPERATIONS – not limited
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13. WHAT IS YOUR GOAL – HOW DO YOU ACHIEVE IT
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14. CONTACT CENTRE SUPERVISOR – Understanding your role in the centre
• Leadership Defined
“True leadership is much more than authority and recognition from the outside world.
Leadership is all about developing people and helping others reach their full potential. It is
about equipping others with the right tools and strategies to not only maximize the success
of an organization but also the lives of individuals. It is about breaking down barriers and
leading others through the uncertainty of the future.”
• Which Leader are you in your Contact Centre (Types not limited to the below)
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Situational
Leader
Transformational
Leader
Behavioural
Leader
Visionary Leader Servant Leader
15. UNDERSTANDING YOUR CCO SYSTEMS– To help you perform in your role
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20. Taking the Lead, Shaping the Future 20
Important Notice
The information contained in this document is intended for use of the user only, it is confidential and may be legally
privileged. Any dissemination, distribution, copying or use of this document without permission of Phumzile Mngadi is
strictly prohibited. When this document is displayed to any other person, party or company, please note the copyright,
details, opinions or advice contained in this document are subject to the terms and conditions of the above mentioned
person.
Editor's Notes
This is the start of a great journey for you.
You have been provided with a Learner Guide, a bag and a pen.
Use the pen to make notes in the book. Write down as much as you can to learn.
Keep the pen. You should also keep your book in a safe place if you need to later refer to it.
You can use the bag for your work or keep the book in it.
The journey has to start with you being excited and curious. The more curious you are, the better you will do on your journey.
Welcome from me to your Smollan Journey.
