Outbound Contact Centre Consultant Career in South Africa
Explore the official OFO occupation, common tasks, specialisations and approved South African qualification pathways.
Occupation overview
Initiates specialised contact with targeted and/or selected customers according to agreed key performance indicators or outcomes.
What does a Outbound Contact Centre Consultant do?
An Outbound Contact Centre Consultant contacts selected or targeted customers by telephone or other contact-centre channels to achieve agreed outcomes. The work may focus on customer service, sales, collections or other specialised campaigns, with performance measured against defined key performance indicators. With experience, a person may progress into an outbound contact-centre team-leader role.
Specialisations
How to become a Outbound Contact Centre Consultant in South Africa
- Build communication, listening and customer-interaction skills through school, further study or practical experience.
- Consider the Further Education and Training Certificate: Contact Centre Operations at NQF Level 4, which is directly aligned with this occupation.
- Other directly aligned options include the Further Education and Training Certificate: Contact Centre Operations: Managing People at NQF Level 4, or the National Certificate: Contact Centre and Business Process Outsourcing Support at NQF Level 3.
- The National Certificate: Contact Centre and Business Process Outsourcing Support: People Supporting Process at NQF Level 3 and the National Certificate: Contact Centre Support at NQF Level 2 are also relevant pathways.
- Confirm current qualification, provider and assessment details with SAQA, an accredited provider or the relevant quality council before enrolling or applying for roles.
Edupstairs Preparation Guidance
Practise speaking clearly, listening carefully and handling different customer needs professionally. Learn to work towards measurable targets and agreed outcomes. If you aim for a team-leader position, relevant contact-centre education can support your development, but progression commonly also involves workplace experience, increased responsibility and demonstrated performance.
Useful school subjects
- English
- Business Studies
- Computer Applications Technology
- Mathematics
- Mathematical Literacy
Skills that may help
- Clear verbal communication
- Active listening
- Customer service
- Professional telephone manner
- Persuasion and negotiation
- Working towards performance targets
- Handling customer concerns
- Organisation and time management