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DQS SA Soft Skills – Contact Centre Training​

DQS SA Soft Skills – Contact Centre Training​




For many people, the term Contact Center relates to sales calls and telemarketers.  There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls.  A contact center can provide customer support, information technology support, and much more.  The key to having a great customer experience using a contact center is in the training.   A well trained contact center can be the difference between gaining more customers and losing customers.  Customers want a well-educated agent when they contact a business.  They want to know that the person answering their questions knows what they are talking about.  Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.


  •     Preface
  •     It Starts at the Top
  •     Peer Training
  •     How to Build Rapport
  •     Learn to Listen
  •     Manners Matter - Etiquette & Customer Service (I)
  •     Manners Matter - Etiquette & Customer Service (II)
  •     Handling Difficult Customers
  •     Getting the Necessary Information
  •     Performance Evaluations
  •     Training Doesn’t Stop
  • Credits towards the DQS XPERT Sales and Marketing Diploma
  • Downloadable DQS XPERT certificate, with a certificate number that can be verified on the portal.
  • Registration on the eLearning Portal is valid for 1 year with access to live updates, subject matter experts/instructors
  • Includes animated case studies 

To learn more about registration on the portal, watch this YouTube introduction video


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