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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 Non-Specialists
Customer Experience and Sales|2 days|Classroom or live online
Contact Centre Management for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through complaint handling and customer journey mapping without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with service level design, pipeline management and objection handling in their own organisation.
What delegates leave able to do
- Review service level design and say plainly whether it is working, measured against recognised service design practice
- Improve pipeline management within their own organisation
- Bring objection handling into line with current good practice
- Make a decision about key account management without waiting for a specialist
What the course covers
- Complaint handling
- Customer journey mapping
- Service level design
- Pipeline management
- Objection handling
- Key account management
- Proposal writing
Who should attend
- contact centre team leaders
- key account managers
- sales managers
- branch managers
Fees
| South Africa | R10 000 |
| Elsewhere in Africa and the Gulf | USD 1 100 |
| Live online | USD 900 |
Per delegate, for the full 2 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
| 30 Nov to 1 Dec 2026 | Johannesburg | R10 000 |
| 18 to 19 Jan 2027 | Dar es Salaam | USD 1 100 |
| 22 to 23 Feb 2027 | Pretoria | R10 000 |
| 5 to 6 Apr 2027 | Pretoria | R10 000 |
| 17 to 18 May 2027 | Cape Town | R10 000 |
| 21 to 22 Jun 2027 | Durban | R10 000 |
| 2 to 3 Aug 2027 | Johannesburg | R10 000 |
| 13 to 14 Sep 2027 | Nairobi | USD 1 100 |
| 18 to 19 Oct 2027 | Accra | USD 1 100 |
| 29 to 30 Nov 2027 | Harare | USD 1 100 |
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)