Advanced Contact Centre Management

Customer Experience and Sales|5 days|Classroom or live online

This advanced programme assumes delegates already work in the field. It goes past the basics into upselling and cross selling, pipeline management and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with voice of the customer programmes, service level design and customer retention in their own organisation.

What delegates leave able to do

Bring voice of the customer programmes into line with current good practice, measured against the Consumer Protection Act
Spot where service level design is failing before it becomes a finding
Take ownership of customer retention rather than escalating it
Put objection handling on a footing they can defend to a reviewer

What the course covers

Upselling and cross selling
Pipeline management
Voice of the customer programmes
Service level design
Customer retention
Objection handling
Negotiation in sales

Who should attend

sales managers
branch managers
client relationship managers
customer service managers
key account managers

Fees

South Africa	R18 000
Elsewhere in Africa and the Gulf	USD 1 800
Live online	USD 900

Per delegate, for the full 5 days. Covers tuition, course materials and refreshments. Excludes travel and accommodation. South African courses carry VAT at 15%; on deliveries outside South Africa the VAT position is confirmed on the quotation, because it depends on where your organisation is registered.

Scheduled dates

2 to 6 Nov 2026	Pretoria	R18 000
30 Nov to 4 Dec 2026	Nairobi	USD 1 800
11 to 15 Jan 2027	Durban	R18 000
15 to 19 Feb 2027	Pretoria	R18 000
22 to 26 Mar 2027	Lusaka	USD 1 800
3 to 7 May 2027	Nairobi	USD 1 800
21 to 25 Jun 2027	Harare	USD 1 800
26 to 30 Jul 2027	Cape Town	R18 000
30 Aug to 3 Sep 2027	Dubai	USD 1 800
27 Sep to 1 Oct 2027	Lusaka	USD 1 800
15 to 19 Nov 2027	Johannesburg	R18 000

Dates are the published schedule at the time this page was printed. We also run this programme on request, and in-house for a full team.

How to book

Call 069 221 6943 or email info@isptrainings.co.za with the date and the number of delegates. We reply with a written quotation and an invoice. A registration is not a confirmed booking until we confirm it in writing.

Innovative Special Projects|Monday to Friday, 08:00 to 18:00 (SAST)