Does your contact centre experience the following problems?
Customers are irritated when speaking to your agents?
Customers struggle to understand what your agents are telling them?
Customers have to repeat what they have said?
Agents fail to adequately and correctly reflect the image of your organisation?
Phone calls take far longer than they should?
Achieving first call resolution is difficult
Customers put down the phone feeling dissatisfied?
MC&A's fully accredited and professional training will alleviate these problems and will have enormous positive impact on your operations.

Our philosophy is based on providing enhanced performance solutions so the training links directly to meeting specific performance needs, which will then have a positive impact on the required outputs and return on investment.

All training is interactive and participative. The methodology is designed to achieve maximum group participation. It allows the delegates to take away practical skills which they can apply, rather than just theoretical knowledge

MC&A are specialists in Call Centre Training at the following levels:

  • Agent (NQF 2)
  • Supervisor/Team Leader (NQF 4)
  • Manager (NQF 5)
All programmes are:
  • Accredited with the Services SETA (under Decision Number 0371)
  • Outcomes based
  • Aligned to registered unit standards
  • Fully customisable
All facilitators:
  • Have relevant call centre experience
  • Are registered assessors, moderators and Skills Development Facilitators with the Services SETA