Senzokuhle Pre-call Center Training Academy

We are still on the topic of a sales agent.

Here's an example, you are a sales agent of Clientele life you are selling funeral cover and the potential customer tells you im busy please call me later just after you do your introduction what do you do?

What you need to know is required of you as a sales agent is that i dont give up easily attitude.

Use every option you have up until the last one to try and get your sale.

*Mam/sir i hear that you are busy but im not going to take much of your time, I've got good news for you and it only needs just 2 minutes of your time, can you borrow me just that and im letting you go?

What does this kind of statement say to the potential client or customer?

1. This person must be really confident with themselve and their products to say they can sell it in just 2 min.
2. Let me here them out for at least just one minute to see if they mean business.

Now you have their attention use it wisely or you will loose your customer.

*Your sales pitch needs to sound convincing
*It needs your personal touch so you say it with its required confidence.
*Listen to your customers objections to establish your next way out.
*Know when to go for the kill.

What is a sales agent and how can i be the best sales agent?

A sales agent is a person who calls a potential client or customer to sell them something.
You could be selling a service or product.

A service is something like funeral cover, insurance and a cellphone contract.

A product is something you can physically touch like a simcard, a cellphone, even a toy.

As a sales agent you need to understand that people a busy in their daily loves and your job is to persuade them to take time out of their busy day just to listen to what you have to say.

Have you ever had someone call you trying to sell you something?
How did that person sound?
Were they convincing so much so that even though you knew you wont buy what they are selling, but they were so interesting, you took time out to listen?
Did they sound confident?
Did they show understanding of the service or product they were selling to you?
And when you gave them objectives did they know how to overcome them?

The above are all the qualities of a sales agent.
As a sales agent you do not give up because you got an objective instead you learn ways to overcome them.

(Continuation)

*They will tell you can i please speak to someone who speaks propper English (you would be shocked we work there but still to date you get a customer who will say this to us ask any call center agent they will tell you)
*They will not want to speak to you and ask you for your manager.

Basically they will use it to their advantage to make you feel small, dumb and incompetent.

That is why it is important for you to place everything in a sentence where it belongs so whatever you say makes sense to even a grade 3 child.

Lets talk about the level of English that is required at a call center.

Well its not the fancy one that people intimidate you into thinking is needed in fact they need English that is clear enough to understand.

In my opinion as someone who knows im not extremely good in English but i have enough to get me by, i say the basic English you learn at primary school is your best bet.

As long as your He and she, is or are, one and many, to and from are all in the right place then you are good to go.

But if your sentencing is incorrect then what you are speaking does not make sense which means you will not be able to do your job because customers, employees and fellow staff will not be able to understand what you are saying.

Remember when you were given the task of choosing the correct word and put it in the right place in the sentence?

e.g: when, what, where, who, how, is, are, they, them, their, he, she, him, my, yours, ours, in, out, inside, outside, these, those .....

The above are just examples of words that people put in the wrong place in a sentence which make the sentence make no sense.

My name are khanyisile Nxele, my age are 27 years old i live on lamontville and i want to be working at a call center. I know how to talk at people, im good at it, before i was working with constructions, we were making schools for children to get education, and that where i learn to work hard under pressure, i got energetic, i got confidence all the skills you need for call center.

The above is an example does it show you what i mean?

The above person is showing you that yes they are loud enough, they are confident, they are clear but not understandble to us in South Africa we can argue that uyezwakala nje ukuthi uqonde ukuthini but do you think a person from overseas will understand them?

*Firstly they are brutal ask anyone they will tell you that you are speaking nonsense.

(Continues)

Who is the first person you speak to when applying for a job at a call center?

Answer: The recruiter

What is this persons job?

Answer: To find people who have the potential to be call center agents.

So be it you contact them face to face, telephonically or via social media they will ask for a short introduction of yourself, basically explain who you are in less than 2 minutes.

Meaning keep it very short:

My name is ___(your name and surname)__i am ____years old, I've worked at 1.___ 2.___ and 3.___which makes me feel im the right person for the job you are offering.

What if don't have work experience?

My name is ___(your name and surname)__i am ____years old, i don't have any call center experience but im the right person for the job because i see it needs people who can talk to other people and are confident in doing that so id like a chance for an interview, you will not regret giving me the opportunity.

Basically this short interview determines if you are a person who is ready for the job opportunity.

*Are you confident enough?
*Are you loud enough?
*Are you energetic and vibrant?
*Are you clear enough when you speak?
*Are you able to handle work pressure?

If your answer is yes to the above then you stand a pretty good chance of being the person the company is looking for.

If your answer is no then practice makes perfect and when you are confident you've practiced enough then contact a recruiter to see if you've practiced enough to try for a job don't get discouraged if you fail ask where did i go wrong and go fix that, then come back to try again.

Please ask any question about the above and i pray it helps you.

To sum it up if you are offering a skills development course you do not need to be registered you are already recognised by the department of higher education and training.

This is all to answer the question of is this school registered?

3.2Currently, the Skills Development Act, 1998, which is the principal Act that regulates SDPs does not require that they must be registered with the State as contemplated by section 29(3)(b) of the Constitution. However, in terms of section 3(3) which must be read with section 1 of the National Qualification Framework Amendment Act, 2019 (Act No. 12 of 2019) (“NQF Amendment Act “) published in Government Gazette No. 42646 of19 August 2019 for general information, which will come into operation on the date yet to be determined by the President by proclamation in the Gazette, SDPs will be required to be registered with the Department and accredited by the relevant Quality Council, in order to provide education and training in the Republic of South Africa. 3.3Section 1 of the NQF Amendment Act, defines a `skills development provider’ as “a provider that is registered with the Department in terms of the Continuing Education and Training Act, and is accredited by the QC for Trades and Occupations to offer occupational qualifications.” 3.4Despite the legislative changes contemplated in the NQFAmendment Act, the Continuing Education and Training Act, 2006 (Act No. 16 of2006) ( “the CET Act) in its current form, does not make provision for the registration of SDPs.

40613 of 10 February 2017, which directed the skills development providers (SDPs) offering qualifications or part- qualifications on the Occupational Qualifications Sub Framework (OQSF) to apply for registration with the Department. 1.2This Communiqué applies only to SDPs who are currently accredited in terms of the Skills Development Act, 1998 (Act No. 97of 1998) ( “the SDA “) to offer qualification or part -qualifications on the OQSF. 2.BRIEF BACKGROUND Since the publication of the Joint Communiqué 1 of 2016,the Department has been confronted with various legislative challenges regarding the registration of SDPs, which had far -reaching legal and financial implications on the registration process. These challenges have been significant and in many 1 instances caused confusion, frustration and uncertainty within the skills development sector. Furthermore, there have been significant new legislative developments, which have profound legal implications and seek to bring about certainty on the issue of the registration of SDPs.
3.LEGAL AND LEGISLATIVE CONTEXT 3.1Since the publication of Joint Communiqué 1 of 2016, the Department has been grappling with challenges regarding the enabling legislation deriving from section 29(3)(b) of the Constitution of the Republic of South Africa, 1996 (Act No. 108 of 1996)( “the Constitution “),in terms of which SDPs must be registered,in compliance with the latter section. This enabling legislation should, amongst other things, take into account the nature and business operations of SDPs and allow for the development of the concomitant regulations outlining a clear procedure and requirements for their registration. 3.2Currently, the Skills Development Act, 1998, which is the principal Act that regulates SDPs does not require that they must be registered with the State as contemplated by section 29(3)(b) of the Constitution. However, in terms of section 3(3) which must be read with section 1 of the National Qualification Framework Am

The Skills Development Act 97 of 1998 intends:

to provide an institutional framework to devise and implement national, sector and workplace strategies to develop and improve the skills of the South African work force;

to integrate those strategies within the National Qualifications Framework contemplated in the South African Qualifications Authority Act, 1995;

to provide for Iearnerships that lead to recognised occupational qualifications;

to provide for the financing of skills development by means of a levy-grant scheme and a National Skills Fund;

to provide for and regulate employment services; and

to provide for matters connected therewith

The challenges I've had in the call center industry?
My first job I was doing sales ok that ain't the hard part kodwa le ye VAS is the reason we parted ways with my first call center job place , during coaching I was always told that I think I'm in customer service lapho I don't even know what that is and so many times I was told that in sales it's Wolf of Wall Street, it's eat or be eaten and from a soft girl who took things personally I grew a thick skin like my trainer said we would, I started doing research of how to improve myself as a sales agent kwacaca khona that sales is for heartless people infact adding VAS is and hence I was failing to do my job unfortunately in some companies you are just a number they can replace in a heartbeat, so I learnt as much as I could and prepared myself for my next job for me it's always a learning experience no matter where I go and to be honest my first job was hell as in I'd get nightmares and didn't want to wake up in the morning and that's when you know that yes I need the money but I will not loose my self and soul trying to get it, I learnt so much including being strong and understanding the Wolf of Wall Street call center environment.

Good day everyone.
I believe before you do business with someone you should first frnd out about them right?
Well I'm khanyisile Nxele 27 years old originally from lamontville. My work history 2015 right after matric I was doing in-store promotions for gorilla marketing which was based in pinetown I worked in shoprite checkers in Chatsworth then moved to spar bluff, from there it was pick n pay and then shoprite both at Brea center in town then I was unemployed for some time, 2019 December I got my first call for my first call center interview and I had zero experience, I couldn't even use a computer but because I went there with God he got me through and my call center journey began with ignition group our relationship lasted a year and 2 months and finally I got a job at CCI unfortunately the campaign was not working for me and I left I tried picking myself up and got a job at Legacy C.C doing debt review but it was not my field of expertise from there I got a job at Y.M.S ayike la ngithi nje I need water shame yoh! Then by God's grace I got a customer service job at CCI and finally found my home in the call center industry and this time I'm happy with a company that cares as long as you know why you are there.