Course

           

 
What I Have Done On The Course So Far

The course that i am currently taking part in is a Level 1 certificate in Digital Contact Centre, Gateway Level 1 Award in Cybersecurity and Level 2 Award in Digital and IT Skills. 

You can apply for this course on the Back2Work website https://b2wcompletetraining.com/our-training-courses/#:~:text=info%40b2wcompletetraining.com%20%E2%80%A2%200161%20474%207603&text=Which%20course%20are%20you%20interested,is%20your%20current%20employment%20status%3F. Or contact them by email at info@b2wcompletetraining.com.

On the first week of the course I learned about the different ways to stay safe online by not sharing any personal data that can be used to identify yourself and others. I learned what different devices can be used for, the benefits and risks of interacting with devices in different ways such as using a wireless internet can pose a bigger risk if someone else intercepts the information you have on your device. I have learned how to identify different behaviours and barriers to obtaining a job then staying in the job such as being professional, polite and working well as part of a team. I understand the behaviours that can affect others in the workplace such as if someone is being aggressive it can make individual's scared to approach that individual. I have learned how to greet and close interactions with customers.

I have learned how to sell products to customers and the different tecniques that can be used when selling such as up selling and add ons which are types of selling that allow you to gather more information from the customer and give you the ability to sell them a better product with extra accessories. I have learned how to use different questioning and listening techniques when dealing with customers. 

Interview techniques

While on the course we have also gone through different interview techniques and presentation. 

We have covered what to say when a employer asks you " To tell me about yourself", you have to follow a specific process when answering this question covering personal, academic, work and skills, my example of what i would say to answer this question at a interview would be.

Hello my name is Marie, in my personal time i like listening to music, video games, going out for day trips and visiting new places with friends and family, i am currently planning for my wedding and am also creating my own welcome board for my wedding with a harry potter theme. I have completed a Ba Hons course in Community and Social Care and have also got my Postgrad in Social Care. I have had placements in nursing homes, wigan youth zone and we are with you were i was a student recovery worker working with individuals with substance misuse. I have also had paid work with G4s on the DWP job centre enquiry line, which was a fast paced call centre dealing with 60 plus calls a day, individuals were ringing up about their benefits, rebooking appointments and closing claims. The skills that i have that are relevant for a job in a contact centre are that i am able to use multiple different systems at once, good team player, great communication skills, i can show empathy to all individuals, i can stay professional and polite when dealing with customers on the phones and know about the after call, hold time, call handling time and talk time.