Training Delivery

The generic and tailored training and education programs ("programs") and their respective content offered by Suburban Contact Centre Training Services ("Suburban") contain the program content necessary to develop or enhance staff skills to afford you and your organisation the ability to build a competitive advantage and thus reap enormous benefits.

Depending on the program sought and the needs and expectations of you, your organisation and customers, it may combine:

• Pre-program competency (proficiency) assessments;


• Direct contact instructional hours of training;


• "During-instruction" competency assessments;


• Practical application undertaken in a controlled contact centre environment, or in your own organisation, and


• Post-program follow-up, including refresher training.

Instructional time is calculated as 50-minute hours.
There are required and discretionary hours within each program.
The 50 minute hours relate both to theoretical hours as well as to practical hours. Suburban arranges and allocates those hours within each program to best suit the needs of the students.
Subject to the program selected, Suburban aims to incorporate 40% theoretical instructional time and the remainder as practical instructional time.
Where programs are specifically developed, the theoretical/practical mix may be altered.