Fundamentals of Contact Centre Management

Customer Experience and Sales|2 days|Classroom or live online

Fundamentals of Contact Centre Management is built for delegates who need to be useful in this area quickly. It starts at first principles and works through consultative selling and upselling and cross selling 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 recovery, negotiation in sales and customer retention in their own organisation.

What delegates leave able to do

Put service recovery on a footing they can defend to a reviewer, measured against consultative selling methodology
Explain negotiation in sales to someone who does not do the work
Take ownership of customer retention rather than escalating it
Spot where key account management is failing before it becomes a finding

What the course covers

Consultative selling
Upselling and cross selling
Service recovery
Negotiation in sales
Customer retention
Key account management
Objection handling

Who should attend

branch managers
sales managers
sales representatives
contact centre team leaders

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

16 to 17 Nov 2026	Johannesburg	R10 000
4 to 5 Jan 2027	Port Louis	USD 1 100
15 to 16 Feb 2027	Dar es Salaam	USD 1 100
29 to 30 Mar 2027	Online	USD 900
26 to 27 Apr 2027	Dubai	USD 1 100
7 to 8 Jun 2027	Cape Town	R10 000
12 to 13 Jul 2027	Cape Town	R10 000
23 to 24 Aug 2027	Lagos	USD 1 100
4 to 5 Oct 2027	Cape Town	R10 000
8 to 9 Nov 2027	Pretoria	R10 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.

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