Dialogue Group, a multinational contact centre company, has produced its first class of graduates to have undergone training for outsourced contact centres.
Forty-seven learners completed the Sector Education and Training Authority (SETA) learnership programme with Dialogue Group and obtained an internationally recognised contact centre qualification.
"Learners are evaluated on the basis of the standard operating procedure (SOP) for the brand," says Dialogue Group training manager Sagren Pillay.
"The more brands, the more SOPs required. Dialogue handles 18 brands on behalf of independent companies, therefore 18 SOPs had to be created. This is the first time the Services SETA`s coaches and assessors were faced with evaluating learners across such a wide array of brands."
The learners received theoretical training in the standard operating procedure for each brand before going to work on live campaigns. Their performance was graded on the basis of ongoing assessments and written references.
Each learner was responsible for gathering their own portfolio of evidence of letters, e-mails, written evaluations, Q&A reports, or any other documentation that guarantees the learner`s understanding of the theory and ability to apply it in practice.
Next year, Dialogue Group plans to take on 300 learners to undergo training at its Johannesburg, Cape Town and Durban centres.
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