Training: First Line Support

Understanding the Problem

This half day course provides a snapshot of how customers connect to the Internet via different technologies such as ADSL/ LTE / Fibre etc. It covers internal and external networking and the way equipment and hardware is connected. First Line Support technicians and Call Centre Agents, will learn how to troubleshoot more effectively, questioning skills and what to check on to resolve issues quicker. This alleviates pressure on Second Line Support.

Duration: Half Day
Cost: R850.00
T. +27(0)21 100 3599


Who should attend?

  • Call centre agents
  • First line support

Course Benefits

  • Improved client interaction and relationship building
  • Handling difficult clients with active listening and more focused questioning techniques
  • Troubleshooting basics and necessary escalation steps to Second Line Support for rapid issue resolution
  • Faster turn-around on open issues and tickets

Course Outline

  • Customer interfacing and building the relationship
  • Client set-up
  • Points of Failure: Outbound / Inbound
  • Call Fading / Call Breaking-Up
  • Call Dropped
  • Tunnel, hollow or tinny sound
  • Call Volume / Call Echo
  • Scratchy noise
  • Slow internet
  • Can't connect via VPN
  • Internet not working

We also offer cost effective in-house training. This workshop can be held exclusively as an in-house option for your organisation.
We provide a 20% discount for those clients who opt to use their own training venue with a minimum of 10 candidates.
Candidates receive a Certificate of Attendance on successful completion.