Suburban offers the following programs:


Certificate Units of Study:


Certificate Units of Study
Suburban can offer students, organisations and customers any or a combination of the Units of Study from the Certificate courses (see the Accredited Contact Centre Training section).

Contact Centre Management For Excellence:

This course provides essential information for participants wishing to develop their Contact Centre in line with industry best practices. Adopting best practices can contribute to a reduced cost-per-transaction and increased customer and staff satisfaction levels.

This course is divided into a number of key areas. The first section, human resource management practices, introduces strategies designed to motivate staff and reduce attrition rates. It addresses human resource practices, including career paths and competency-based progression. Other sections focus on the importance of motivation strategies and staff recognition, performance measurement and reporting, quality assurance practices, financial management and business continuity planning. The final section discusses the latest trends within the industry and how the utilisation of advanced technologies can contribute to achieving efficiencies in lowering costs and handling calls.

Duration:
Courses will be tailored to suit the needs and expectations of students, organisations and customers.

Units of study:
Human resource management; motivation and incentives; performance measurement and reporting; quality assurance and performance management; continuous improvement; financial management; dynamic planning and business continuity planning; future developments.

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Contact Centre Occupational Health & Safety:

This course provides:

  • Details on hazards and risks in a Contact Centre.
  • Control options for dealing with these hazards.
  • Details on how a risk management process is conducted.

This course is designed to assist Contact Centre employees and employers to meet their workplace health and safety obligations as required by the Occupational Health, Safety and Welfare Act 1986. It addresses major potential hazards and their risks.
The identified control measures in the course outline a range of options that may be adopted for the risks identified. They are determined by using the Hierarchy of Control principle.

Duration:
Courses will be tailored to suit the needs and expectations of students, organisations and customers.

Units of study:
Workplace health and safety legislation; employee and employer obligations; managing health and safety; major hazards in a Contact Centre; workstations;, manual tasks; occupational stress; headset use; voice strain; stress in the ContactCentre; electrical issues; hazardous substances; plant; workplace bullying; hazard management and control; consultative arrangements.

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Extraordinary Customer Service Strategies:

Whatever the nature or point of contact, customers want a seamless interaction throughout their experience with a Contact Centre. Organisations that succeed in doing this reap enormous benefits - as does everyone who conducts business with them.
Customers receive more personalised experience, while the Contact Centre itself can now provide a consistent message across all customer interactions. This in turn enables the Contact Centre to proactively turn every interaction into an opportunity to build brand loyalty.
Brand loyalty allows an organisation to acquire and retain customers, and to build competitive advantage at a time of increased economic uncertainty, brought on by additional global pressures.

Duration:
Courses will be tailored to suit the needs and expectations of students, organisations and customers.

Units of study:
Define who are the customers; importance of customer service; meeting customer requirements; develop loyal customers; building rapport; develop positive attitude; avoid customer service pitfalls; listening techniques; manage expectations; taking responsibility and ownership; conflict resolution.

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Recruitment and Selection:

One of the major barriers to building effective Contact Centres is the recruitment and selection of good employees.
This course provides participants with best practice recruitment and selection tools and techniques based on the principles of merit, fairness, equal employment opportunity and the optimising of career prospects for employees.

Duration:
Courses will be tailored to suit the needs and expectations of students, organisations and customers.

Units of study:
Planning to recruit; developing selection criteria; review of a position; initiating recruitment action; filling positions without advertisements; advertising; using recruitment agents or consultants; managing applications; selection panels; short listing; assessing candidates; referee reports; offer of employment; applicant feedback mechanisms; appointment arrangements; health and hazard assessment questionnaire; privacy and record keeping.

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Staff Retention:

One of the major barriers to building effective Contact Centres is the loss of momentum and intellectual capital when talented employees leave. That is true in a strong or weak economy, with high or low unemployment rates.
There are two ways good people leave. Some leave physically, as in heading out your door and straight to your competitor. Or they leave psychologically, as in quit and stay. Either kind of departure Contact Centres dearly.
This course offers participants offers insight into what keeps the new employee in and committed to an organisation. The course identifies the retention drivers and retention mechanisms.

Duration:
Courses will be tailored to suit the needs and expectations of students, organisations and customers.

Units of study:
Importance of retention and engagement; retention drivers; retention mechanisms; importance of recruitment and selection.

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Stress Management in the Contact Centre:

In recent decades, stress at work has become increasingly common. Rapid advances in technology and escalating social and economic changes have all contributed to occupational stress.
This course addresses the issues related to stress in a Contact Centre. It looks at the effects of stress on workers and the often adverse outcome for the workplace. It offers suggestions on prevention and management of stress at work, and the rehabilitation of affected people.

Duration:
Courses will be tailored to suit the needs and expectations of students, organisations and customers.

Units of study:
What is stress, the cost of stress; managing stress in a Contact Centre; sources of stress in a Contact Centre; managing stress and stress related work absences.

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Telephone Etiquette:

The purpose of this course is to provide participants with the necessary tools to answer all calls promptly, clearly, politely and professionally, and to maintain a high level of energy and enthusiasm.

Duration:
Courses will be tailored to suit the needs and expectations of students, organisations and customers.

Units of study:
The proper use of language, tone and volume; telephone etiquette principles; telephone scripts; the application of traits or aspects of character that make successful telephone manner; phone answering; call ending; on hold; call transfer; call screening; unavailable staff; dealing with angry callers.

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Dealing with Angry Callers:

In a perfect world there would be no angry customers. The product would work flawlessly, it would arrive on time, and no customer would wait - listening to elevator music - for 30 minutes.
But absent that perfect world, you will have angry customers. And they will make angry calls. Your goal is to fix the problem and convert an angry customer into your biggest fan.

Duration:
Courses will be tailored to suit the needs and expectations of students, organisations and customers.

Units of study:
The proper use of language, tone and volume; angry caller management principles; telephone scripts; the application of traits or aspects of character that make successful telephone manner; problem clarification; personalising a response; caller information; empathy; problem accountability; problem management.

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