TLG Contact Centre Academy
“78% of participants attending our contact center academy secure employment in their chosen role”
The Launch Group Contact Centre Academy is a two week programme designed around our employer opportunities to give our candidates the best support moving them towards employment within this industry. The academy offers the opportunity to gain an industry recognised qualification (NCFE Level 2 Certificate in Contact Centre Operations), industry knowledge, Key skills development and tailored interview preparation.
The L2 CCO qualification will cover multiple areas including:
• Understanding Principles of personal effectiveness in a contact centre • the key Principles of health and safety in contact centre •
Your personal responsibilities and working business environment • Development of your communication and customer service • specific to a contact centre • How to sell in a contact centre • The legal, regulatory and ethical requirements of a contact centre •
In addition as part of the course all learners will learn:
• How to prepare and perform at a Contact Centre Interview • How to offer the best level of Customer Service • What each role consists of with the negatives and benefits of each •
As part of all our academy all learners that complete the course will receive a guaranteed interview with a market leading Contact Centre. TLG work closely with a variety of Contact Centres who are able to offer a variety of roles with market leading brands. The roles are broken down in to 3 key areas:
“84% of participants attending our Contact Centre Academy secure employment in their chosen role”
As a Technical Advisor, you will handle inbound calls working on behalf of global market leading technology brands. This role is all about ensuring customers gain the best level of customer service. As part of this role you will develop technical skills around brand products giving advice and guidance around product use and issues.
As the first line of support and the face of the company you will become an expert in your particular brand or product with the ability to investigate and solve a variety of problems ensuring the customer is able to fully utilise their products and go away happy from every call.
Your role will be to handle multi-channel contacts from customers with queries associated with a variety of products. Our employers work on behalf of multiple campaigns which include businesses across a variety of industries.
You will ensure all customers receive a high level of customer service and you’re committed to understanding a customer’s query and taking the right action to resolve the issue. This can include voice; email; chat and social media responses. You will be required to deliver an exceptional level of service, provided at the first point of contact, taking ownership of our customer’s query.
You will be dealing with a variety of aspects which could include general helpline queries; guidance for customers and complaint handling You will be responsible for maintaining and updating customer data into a variety of databases requiring a high level of accuracy and ability to work across multiple systems.
As a Sales Advisor you will be enthusiastic & motivated individual with the ability to build a rapport with people. The role consists of making outbound calls to engage new customers. You will make sure your customer understands all aspects of our client’s products, to excite and influence with every communication.
You will be comfortable in effectively communicating with all types of individuals while demonstrating the ability to make customers feel special. Your focus as a Sales Advisor is to achieve sales targets with the ability to constantly be able to challenge yourself. You will need to be dedicated, resilient and customer focused.
As a direct result of hard work and closing sales you will have the opportunity to receive uncapped bonus and a great feeling of self-satisfaction.