Call Centre Fundamentals (Self-Study)

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About Course

What is Call Centre Fundamentals about? 

Our Call Centre Fundamentals course equips the individual with an understanding of the fundamentals of the Contact Centre environment. This includes an overview of the Business Process Outsourcing (BPO) industry, the operating structure of a Contact Centre and the performance metrics and behaviours that impact them. 

Target Audience  

It is recommended that learners are equipped with Communication and Maths at NQF Level 4.
This course is ideal for individuals who are currently working in a Contact Centre at an entry or supervisory level.
It will also aid those looking to enter the Contact Centre/BPO industry.

 What will I learn? 

In this 8-hour course, the following topics are covered: 

  • Module 1: Intro to BPO 
  • Module 2: Contact Centre Metrics 
  • Module 3: Forecasting + Scheduling 
  • Module 4: 6 Immutable Call Centre Laws 

By the end of this course, learners will be able to: 

  • Define BPO (Business Process Outsourcing) 
  • Demonstrate an understanding of the elements that impact call centre forecasting 
  • Identify the risk factors associated with work force management 
  • Identify general call centre behaviours and how they can be positively impacted 
  • Demonstrate an understanding of call centre metrics and interpret them to enhance performance 

The following are all resources available to you for this course:

  • A PowerPoint presentation including videos 
  • A handout document to which you can add notes  
  • An assessment that you will need to pass to obtain your certificate of completion 
  • You will not be alone – Access to live chat/e-mail support to engage with facilitators if you need any assistance 
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Course Content

Welcome to Call Centre Fundamentals (Self-Study Course)
Welcome, and thank you for choosing Surgo Learning Academy where together, we ignite the potential within you.​ This module will prepare you for what to expect with your during your Self Study course.

  • Orientation
  • Call Centre Fundamentals Pre-Assessment
  • Call Centre Fundamentals Module 1
  • Call Centre Fundamentals Module 2
  • Call Centre Fundamentals Module 3
  • Call Centre Fundamentals Module 4
  • Call Centre Fundamentals Wrap and Next Steps
  • Learner Workbook
  • Learner Activity Workbook
  • Completed Learner Activity Workbook
  • Call Centre Fundamentals Post Assessment

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