Process incoming and outgoing telephone calls (Business Administration Services)

 
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Description

Process incoming and outgoing telephone calls (Business Administration Services)

(This Unit Standard course is aligned to: Further Education and Training Certificate:  Business Administration Services

SAQA I.D. 61595 NQF Level: NQF Level 03

Unit Standard: 7790

Number of credits:  3

Introduction

Enroll now for an office administration course.  BOTI offers administration courses and business administration training.  Book your seat now on BOTI’s Unit Standard course:  Process incoming and outgoing telephone calls.  BOTI offers business training programmes across South Africa.

Course outline

All individuals operating in a business environment must be able to use the telephone effectively. This includes individual use as well as the relaying of messages for others.

 

Prior learning requirements

None

 

Unit standard range

Range statements are included with specific outcomes as necessary.

 

Course outcomes

  • Take and transfer incoming calls, as well as messages in accordance with organisational requirements.
  • Make a decision to disclose information or not to accordance with organisational requirements.
  • Describe methods for dealing with abusive callers and emergency situations in accordance with organisational requirements.

The following elements are covered:

  • Disclosable and non-disclosable information are classified and reasons therefore explained.
  • Various ways of finding telephone numbers are described according to organisational requirements.
  • The necessary documentation and equipment are prepared prior to making any outgoing calls.
  • Possible suggestions to learn the new system of a new switchboard that is being introduced into the organisation quickly to become competent are described.
  • The importance of acknowledging callers and keeping them informed of reasons for delays are explained.
  • The difference in the way a person answers their own private telephone and the way the switchboard is answered in terms of assisting customers are explained.
  • Standard telephone etiquette on answering calls, transferring calls and making calls are described.
  • The importance of body language in communicating with others while on a call and the reason are described
  • A decision, based on a telephonic request from a customer, to help or to transfer the call to another person in the organisation is made according to standard telephone etiquette and organisational requirements, and reasons for this decision are explained.

 

Enroll now for an office administration course.  BOTI offers administration courses and business administration training.  Book your seat now on BOTI’s Unit Standard course:  Process incoming and outgoing telephone calls.  BOTI offers business training programmes across South Africa.

 

Process incoming and outgoing telephone calls

SAQA I.D. 67465 NQF Level: NQF Level 03

Unit Standard: 7790

Course duration

2 days

 

Enroll now for an office administration course.  BOTI offers administration courses and business administration training.  Book your seat now on BOTI’s Unit Standard course:  Process incoming and outgoing telephone calls.  BOTI offers business training programmes across South Africa.

 

Who should attend:  Process incoming and outgoing telephone calls course

This course is aimed at those who wish to expand their knowledge of business administration.

 

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

 

  ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
Core 61595 Further Education and Training Certificate: Business Administration Services Level 4 NQF Level 04 Reregistered 2021-06-30 As per Learning Programmes recorded against this Qual

 

**Quote does not include Any Exam Fees (if applicable)

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Enroll now for an office administration course.  BOTI offers administration courses and business administration training.  Book your seat now on BOTI’s Unit Standard course:  Process incoming and outgoing telephone calls.  BOTI offers business training programmes across South Africa.