Accredited by the New Zealand Qualifications Authority under the provisions of the Education Act 1989 to provide education and training based on contact centre operations and call centre management levels 1-3


Supporting the ETITO qualification pathway for the contact centre industry

Welcome... and congratulations, 

This is an exciting time to be in the contact centre industry.  Whether you are new to the industry or a seasoned professional the modules contained within this course will give you life skills that you can use anywhere no matter what role you move into.

As the industry grows, not only here in New Zealand, but around the world there is a need for the next generation of agents, team leaders and contact centre managers - that could be you!

We wish you all the best with your career and we look forward to any feedback you may have on this course.

The Team at icontact


Click one of the courses below to begin

* DEMO Area *
* National Certificate in Contact Centre Operations [Level 3]
103 - Use data entry skills to input computer data
111 - Operate a word processor
11815 - Answer customer enquiries on the telephone in a wide range of contexts
11816 - Answer customer queries by mail, fax and e-mail in a wide range of contexts
11818 - Enhance work practices by the application of product and or service knowledge
12349 - Time management
12355 - Demonstrate a knowledge of stress and how to deal with it
1299 - Be assertive in a range of specified situations
16774 - Follow occupational safety & health principles in a contact centre
16775 - Use and explain contact centre equipment and systems
16776 - Communicate with customers from a contact centre
16777 - Seek, evaluate and organise information for action in a contact centre
16778 - Establish and maintain effective working relationships in a contact centre
16784 - Receive and resolve customer complaints about products or services, in a contact centre
2780 - Describe and operate a personal computer system
376 - Employ customer service techniques for differing service expectations
379 - Sell goods and/or services over the telephone
9694 - Analyse and apply principles of communication process theory
Kinetic Contact Centre Course



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