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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 Reporting and Analytics
Customer Experience and Sales|3 days|Classroom or live online
Contact Centre Management Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through key account management and telephone and contact centre skills and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with needs analysis, difficult conversations and customer retention in their own organisation.
What delegates leave able to do
- Take ownership of needs analysis rather than escalating it, measured against the Consumer Protection Act
- Explain difficult conversations to someone who does not do the work
- Put customer retention on a footing they can defend to a reviewer
- Improve complaint handling within their own organisation
What the course covers
- Key account management
- Telephone and contact centre skills
- Needs analysis
- Difficult conversations
- Customer retention
- Complaint handling
- Customer journey mapping
Who should attend
- service desk staff
- customer service managers
- sales representatives
- contact centre team leaders
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
| 5 to 7 Oct 2026 | Port Louis | USD 1 500 |
| 16 to 18 Nov 2026 | Online | USD 900 |
| 1 to 3 Feb 2027 | Cape Town | R13 000 |
| 15 to 17 Mar 2027 | Cape Town | R13 000 |
| 26 to 28 Apr 2027 | Online | USD 900 |
| 7 to 9 Jun 2027 | Dar es Salaam | USD 1 500 |
| 19 to 21 Jul 2027 | Johannesburg | R13 000 |
| 30 Aug to 1 Sep 2027 | Accra | USD 1 500 |
| 4 to 6 Oct 2027 | Pretoria | R13 000 |
| 15 to 17 Nov 2027 | Johannesburg | R13 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)