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Welcome to Protea Glen College
Connecting You to Superior Customer Service
Offering best training facility for all South African Citizens especially the, local based individuals (sowetans)
400+ Reviews
About Our College
Shining a Light on Exceptional Call Center Experiences
Agents will learn to: Describe the current call center profession and its many career possibilities. Describe the various types of call centers and their purposes. Outline the eight basic operational functions of a call center. Identify the most common call center performance measures and how it impacts individuals expectations. Identity the single most important actions agents can take to contribute to call center operations in a positive way
Years Experience
Branches Worldwide
Professional Staffs
Positive Reviews
Our Vision
Developing quality, user-friendly Information Technology solutions to improve on information acquisition, storage and communication.
Our Mission
Contributing to the IT literacy & development of fellow citizens and the economy of the country; thereby assisting in the reduction of poverty and unemployment. .
Total increase in sales over only four months!
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Offering best training facility for all South African Citizens especially the, local based individuals (sowetans) .
The School year at Protea Glen College is about to commence and we would like to take the opportunity to welcome you all. Education can be likened to a great big canvas and this year we would like our students to throw as much paint as they can on the canvas of their education. We appeal to the students, the parents and the teachers to value and uphold the importance of intrinsic motivation.
Busiswa Fanana and Theo Mutolo
– Founders
Study with us
Customer Care, Crafted With Excellence
CALL CENTRE COURSE
DURATION: 2 MONTHS / 8 WEEKS COURSE OUTLINE
COMPUTER LITERACY COURSE
DURATION: 1 MONTH / 4 WEEKS COURSE OUTLINE
INFORMATION TECHNOLOGY: TECHNICAL SUPPORT NQF LEVEL 4
Core Modules:
Comply with Service Levels as Set Out in A Contact Centre Operation
NATIONAL CERTIFICATE: INFORMATION TECHNOLOGY: SYSTEMS SUPPORT: NQF LEVEL 5
Demonstrate an understanding of issues affecting the management of a local area computer network (LAN)
END USER COMPUTING NQF LEVEL 3
Core Modules:
Use Computer Technology to Research on A Topic
OFFICE ADMINISTRATION
COURSE OUTLINE
INTRODUCTION TO COMPUTING
Our Benefits
Where Every Customer Is Treated Like Royalty
Call Quality Monitoring
Training and Support
Reporting and Insight
Support Consultation
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Customer Care, Crafted with Excellence
Offer computer skills training and job hunting skills to reduce unemployment rate.
Our Team
Meet Our Professional Team Members
Theo Mutolo
Head of IT Department & Founder
Busiswa Fanana
Chief Executive Officer/Founder
Mmalerato Dantyi
Project Manager/HR
Testimonial
Sweet Reviews From Our Clients
I think it’s about time that I send an email to thank you and your team for such a fantastic service. Thabo was also very impressed on how you picked up on the number of live kits the other day when the system dropped. Since The Call Centre took over the service I’ve never received a complaint from PROTEA GLEN COLLEGE. Simply amazing!
Protea Glen College is the best school you can ever imagine. You get to experience a lot of things but knowledge is the main thing you get mostly. I’ve learnt and also gained a lot of things through Protea Glen College and that makes me who I am today – A courageous, strong and hard working woman who does not degrade herself. Thank you very much PGC.
I started my Computer Literacy Course with Protea Glen College in December 2016. My first visit at this college I received a warm welcome by the staff. Mr Moeti who was giving the lesson is very good in training and has patience. I even referred my colleagues to come and register with Protea Glen College
FAQs
Frequently Asked Questions
A center equipped to handle a large volume of telephone calls. These calls could be the calls coming in from customers for service or support or these could be the calls that call center executives make to the customers for marketing.
There are mainly two types of call centers – a.) Inbound call centers – Inbound call centers are those which receive support or service calls from customers usually on a toll free number. For e.g. when you call up a bank to check the status of your request for credit card, it is an inbound call. b.) Outbound call centers – Outbound call centers are those in which the call center executives make calls to the customers. These calls are usually made to generate the leads or sales. For e.g. when you receive a call from a bank offering you a personal loan, it is an outbound call.
The QA process varies from client to client depending on each client’s needs. Some campaigns have dedicated QA monitors that do continual monitoring and evaluations. Other clients choose to do their own QA monitoring using our monitoring software. QA standards and scoring sheets are set up for each account and include criteria such as: •Rebuttal and Objection Handling •Energy and Attitude •Improper Use of Filler Words: •Pronunciation and Articulation: •Speed and Pace •Listening Skills •Professionalism •Disposition and Documentation •Process Adherence •Dialing Readiness Internally we do regular evaluations of agent performance by their team leader and this information is used during the agent evaluation process.
Executive Boutique’s trainers would work closely with your company to oversee the training of the agents and manager. While we encourage clients to visit our office during the training period to train in person, most training can be done over the phone using GoToMeetings (or other web-based screen sharing service). Our large conference room is equipped with a state-of-the-art projector which is used for training sessions. Training materials are generally provided to us by the client in advance of the start of training so that we can assist in the preparation of training modules and gauge the time necessary to complete the training. We use role plays, simulations and test calls as part of all training exercises. In addition, we also include outlines for agent procedures such as call scripts, call handling procedures and customer management.
Yes, we will identify a group of agents that we feel are qualified for the job and then set up telephone interviews. Usually those interviews include a role play so that the prospective customer can hear what each agent sounds like. If the job requires specific computer skills, we can set up advance testing or real-time testing using screen sharing software so that our clients can watch the agents perform the required tasks.
Generally all agents have complete at least 2 years of college and have prior call center experience, generally at one or more large call centers.
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