Contact Centre Service and Performance

Programme Summary

Contact centres need consistent service behaviours and performance measures that reflect customer outcomes. This programme develops practical skills in handling enquiries, documenting interactions and using operational information constructively. Participants practise multichannel responses, review quality evidence and identify improvements that balance responsiveness, accurate resolution and employee workload without sacrificing privacy or respectful customer treatment.

Training Objectives

1 Strengthen consistent multichannel customer handling; 2 Improve interaction records and knowledge use; 3 Develop balanced understanding of contact centre measures; 4 Support constructive quality feedback and escalation; 5 Build practical service and workflow improvement actions.

Learning Outcomes

1 Handle a customer interaction using clear structure; 2 Create an accurate concise contact record; 3 Interpret service quality and workload measures; 4 Identify improvement needs from interaction evidence; 5 Prepare a balanced service improvement action.

Target Audience

Contact Centre Agents; Contact Centre Team Leaders; Quality Analysts; Customer Support Supervisors; Service Desk Coordinators.

Target Industries

Telecommunications; Utilities; Financial Services; Retail Support; Travel Services; Outsourced Contact Centres.

Course Contents

• Module 1 Contact Centre Service Context: Customer needs channels and service promises; Agent team leader and support roles; Accessibility privacy and professional conduct.
• Module 2 Interaction Structure: Opening verification and needs clarification; Clear explanations active listening and empathy; Confirming resolution and next steps.
• Module 3 Multichannel Communication: Voice email chat and messaging differences; Consistent tone accuracy and response structure; Channel transitions and customer history.
• Module 4 Knowledge and Case Records: Using approved knowledge and current guidance; Accurate notes categories and ownership; Escalation handovers and followup commitments.
• Module 5 Demand and Workload Awareness: Arrival patterns queues and staffing constraints; Service levels abandonment and response times; Occupancy workload and sustainable service delivery.
• Module 6 Quality and Performance: Resolution accuracy compliance and customer outcomes; Balanced interpretation of handling time measures; Calibration feedback and improvement coaching.
• Module 7 Exceptions and Escalation: Complex enquiries complaints and vulnerability; Limits of authority and specialist referral; Incident reporting and information protection.
• Module 8 Contact Centre Practice: Handling a simulated customer interaction; Reviewing transcript and dashboard evidence; Proposing a measurable service improvement.

Assessment

• 40 single best answer questions, including applied scenarios; one mark per question.
• 60 minute invigilated digital examination with identity verification. Approved accessibility adjustments preserve the assessed competence.
• Supplied reference pack permitted; external internet and AI assistance prohibited.
• Individual applied assessment (45 minutes): Handle a customer interaction roleplay, complete the contact record and analyse supplied quality and service data to recommend an improvement.
• Assessment criteria: Accuracy empathy and structure of interaction; Completeness of records and escalation decisions; Balance and usefulness of performance interpretation.
• Pass each component separately: 30/40 written marks (75%) and at least 70% on the applied task.
• All mandatory criteria must pass: Protect customer information and use required identity checks.
• Individual results and feedback are provided. One reassessment may follow coaching under the published enrolment terms.

Certification

• Successful learners receive a TQCSI Arabia digital Certificate of Successful Completion.
• The certificate records the learner name, exact programme title, teaching hours, completion date and unique verification reference.
• Verified identity, full attendance and separate written and applied passes are required; all mandatory critical criteria must be met.
• Proposed issue target: within 30 calendar days of approved results and settlement of applicable fees.
• Records assessed contact centre service and performance skills; it does not confer regulated advice authority or external contact centre certification.
• Attendance confirmation may record completed hours for unsuccessful learners; it does not certify successful completion.

Programme Profile

Number of daysNumber of daysNumber of days

222

Total teaching hoursTotal teaching hoursTotal teaching hours

12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.12 hours; breaks, pre course work and formal final assessments excluded.

Delegates allowedDelegates allowedDelegates allowed

Maximum 20 delegates.Maximum 20 delegates.Maximum 20 delegates.

Training prerequisitesTraining prerequisitesTraining prerequisites

Suitable for contact centre agents, team leaders and quality staff. Basic computer skills and familiarity with customer enquiries are recommended.Suitable for contact centre agents, team leaders and quality staff. Basic computer skills and familiarity with customer enquiries are recommended.Suitable for contact centre agents, team leaders and quality staff. Basic computer skills and familiarity with customer enquiries are recommended.

Pre course assignment and assessmentPre course assignment and assessmentPre course assignment and assessment

Review a fictional call transcript and dashboard for 25 minutes; identify service and data quality issues.Review a fictional call transcript and dashboard for 25 minutes; identify service and data quality issues.Review a fictional call transcript and dashboard for 25 minutes; identify service and data quality issues.

End of course assessmentEnd of course assessmentEnd of course assessment

40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).40 question written exam (60 minutes) and individual applied task (45 minutes).

Passing criteriaPassing criteriaPassing criteria

75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.75% written and 70% applied, passed separately; full attendance. All mandatory criteria must pass.