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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
Customer Experience and Sales|3 days|Classroom or live online
This Contact Centre Management programme gives delegates a working command of consultative selling and negotiation in sales, grounded in the Consumer Protection Act. Organisations invest here because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with proposal writing, service level design and difficult conversations in their own organisation.
What delegates leave able to do
- Improve proposal writing within their own organisation, measured against the Consumer Protection Act
- Spot where service level design is failing before it becomes a finding
- Review difficult conversations and say plainly whether it is working
- Bring upselling and cross selling into line with current good practice
What the course covers
- Consultative selling
- Negotiation in sales
- Proposal writing
- Service level design
- Difficult conversations
- Upselling and cross selling
- Pipeline management
Who should attend
- customer service managers
- contact centre team leaders
- sales 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
| 2 to 4 Nov 2026 | Nairobi | USD 1 500 |
| 30 Nov to 2 Dec 2026 | Windhoek | USD 1 500 |
| 11 to 13 Jan 2027 | Accra | USD 1 500 |
| 15 to 17 Feb 2027 | Pretoria | R13 000 |
| 29 to 31 Mar 2027 | Dar es Salaam | USD 1 500 |
| 10 to 12 May 2027 | Pretoria | R13 000 |
| 7 to 9 Jun 2027 | Pretoria | R13 000 |
| 19 to 21 Jul 2027 | Pretoria | R13 000 |
| 30 Aug to 1 Sep 2027 | Dubai | USD 1 500 |
| 11 to 13 Oct 2027 | Johannesburg | R13 000 |
| 15 to 17 Nov 2027 | Cape Town | 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)