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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Contact Centre Management for Managers
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers service standards and sales forecasting from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with telephone and contact centre skills, upselling and cross selling and customer journey mapping in their own organisation.
What delegates leave able to do
- Take ownership of telephone and contact centre skills rather than escalating it, measured against recognised service design practice
- Bring upselling and cross selling into line with current good practice
- Put customer journey mapping on a footing they can defend to a reviewer
- Make a decision about voice of the customer programmes without waiting for a specialist
What the course covers
- Service standards
- Sales forecasting
- Telephone and contact centre skills
- Upselling and cross selling
- Customer journey mapping
- Voice of the customer programmes
- Consultative selling
Who should attend
- service desk staff
- contact centre team leaders
- client relationship managers
- sales representatives
- customer service managers
Fees
| South Africa | R13 000 |
| Elsewhere in Africa and the Gulf | USD 1 500 |
| Live online | USD 900 |
Per delegate, for the full 3 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
| 16 to 18 Nov 2026 | Cape Town | R13 000 |
| 1 to 3 Feb 2027 | Cape Town | R13 000 |
| 22 to 24 Mar 2027 | Windhoek | USD 1 500 |
| 19 to 21 Apr 2027 | Johannesburg | R13 000 |
| 24 to 26 May 2027 | Dar es Salaam | USD 1 500 |
| 21 to 23 Jun 2027 | Gaborone | USD 1 500 |
| 2 to 4 Aug 2027 | Windhoek | USD 1 500 |
| 6 to 8 Sep 2027 | Nairobi | USD 1 500 |
| 18 to 20 Oct 2027 | Dar es Salaam | USD 1 500 |
| 22 to 24 Nov 2027 | Online | USD 900 |
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)