Contact centre staff face unique challenges in their role often due to the high work demands, managing challenging interactions, high levels of performance management, and limited development opportunities.
SuperFriend’s Positive Interactions for Contact Centre staff course provides practical skills to help them manage challenges in their role so they can thrive.
This course provides an ideal introduction to understanding mental illness aligned to FSC Standard 21, understanding risk and protective factors and strategies to manage and de-escalate challenging calls.
It builds the capability of contact centre staff to positively engage and interact more effectively with their customers, acknowledging the challenges to the role and that some interactions are more difficult than others.
Making a commitment to supporting workers in this area demonstrates that the organisation understands that their work is challenging and is here to support them, as well as investing in their professional development.
After completing this course, learners will have an increased understanding of mental health conditions, techniques to support positive communication, and considerations when speaking with someone in distress.
The optional workshop provides the opportunity to practice and embed the skills learnt in the online course, giving participants the confidence to recognise triggers and to manage and de-escalate challenging calls.
This course includes the following online learning modules for contact centre staff:
- Person-centred communications for contact centre interactions
- Understanding mental illness (as stipulated in FSC-Standard 21)
- Managing challenging interactions
To complete Positive Interactions for Contact Centre Staff, learners first need to complete the prerequisite course Workplace Mental Health Essentials For All Staff, which must be purchased separately. This course includes the following online modules:
- Introduction to mental health and wellbeing
- Employee legal rights and responsibilities related to mental health
- Peer support
- Building positive relationships
- Looking after yourself
Add on a facilitated workshop
Bundle a facilitated workshop with this course and save! All our workshops can be delivered online or in your workplace, and are led by a SuperFriend workplace mental health expert.