The BPO Industry is made up of many different types of services. Some are customer-facing and others are back-office services where little communication with the client is required. Every type of BPO employment offers great opportunities for learning and career growth. The 4 main types of contact centres in South Africa: Domestic captive contact centre Domestic outsourced contact centre International captive contact centre International outsourced contact centre Local companies Domestic captive contact centres Service their own customers in-house Examples: Sanlam, SARS, TFG Domestic outsourced contact centres Service local & international customers for other companies Examples: AskOska, Nimbo Collections (Service local…
Author: Career Planet
Emerging Learning Professionals is a blended learning programme that aims to address intermediate to advanced L&D capabilities of learning professionals. The programme consists of 4 modules over a period of 12 months. Participants are assessed through the completion of learning activities, workplace assignments and compiling a Portfolio of Learning.
Team Leader development is approached as a journey consisting of three phases: Phase 1: Step In – equips team leaders with essentials The phase consists of five master classes aimed at giving TL’s day-to-day hard skills. Fundamentals: Company Policies and Procedures Coaching Principles and Practice Lean Six Sigma EQ Phase 2 Excel – develops team leader capabilities The phase focuses on development of the soft and technical skills required to effectively lead and manage a team. Personal Effectiveness: Problem Solving Communication Delivery Excellence: Performance Drivers Relationship Building with Clients Management Presentation for Impact People Management Positive Work Environment Goals Settings…
BPO Agent Development About the course This programme Provides first time managers with the basics of leading people and managing performance in a contact center environment. Aimed at building lead associate capability, with specific focus on the transition from managing self to managing people. Module 1 Retention management Module 2 Feedback and coaching Module 3 Team motivation Module 4 Preparing for internal promotion