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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Contact Centre Management
Customer Experience and Sales|5 days|Classroom or live online
Strategic Contact Centre Management looks at this work from the level at which it is resourced and defended. The focus is on objection handling, negotiation in sales and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service recovery, service level design and key account management in their own organisation.
What delegates leave able to do
- Bring service recovery into line with current good practice, measured against the Consumer Protection Act
- Make a decision about service level design without waiting for a specialist
- Review key account management and say plainly whether it is working
- Put service standards on a footing they can defend to a reviewer
What the course covers
- Objection handling
- Negotiation in sales
- Service recovery
- Service level design
- Key account management
- Service standards
- Upselling and cross selling
Who should attend
- contact centre team leaders
- sales representatives
- key account managers
- customer service managers
- service desk staff
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 900 |
Per delegate, for the full 5 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 4 Dec 2026 | Online | USD 900 |
| 11 to 15 Jan 2027 | Kigali | USD 1 800 |
| 8 to 12 Feb 2027 | Durban | R18 000 |
| 15 to 19 Mar 2027 | Pretoria | R18 000 |
| 26 to 30 Apr 2027 | Pretoria | R18 000 |
| 14 to 18 Jun 2027 | Pretoria | R18 000 |
| 12 to 16 Jul 2027 | Harare | USD 1 800 |
| 16 to 20 Aug 2027 | Johannesburg | R18 000 |
| 20 to 24 Sep 2027 | Dar es Salaam | USD 1 800 |
| 25 to 29 Oct 2027 | Kigali | USD 1 800 |
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)