ARTICLES

Contact Centre NQF 2

Learnership Overview

Contact Centres have become key business tools – integral to the way organisations achieve their business objectives. As Contact Centres are a relatively new industry, there is a demand to develop career paths in this field. It is a high growth industry constantly in need of skilled people.

This qualification is structured in such a way that it exposes individuals to a set of core competences to give a broad understanding of Contact Centre support operations. The electives will allow for a specialisation of skill in either a commercial or an emergency environment.

On achieving this qualification, the learner will have competencies in:

 
  • Identify Contact Centre customers and their needs.
  • Respond to customers with factual and accurate information.
  • Gather and process data specifically related to Contact Centres.
  • Operate as a team member in a diverse working environment.
  • Perform to the required standards and requirements.
  • Implement and articulate operational activities in a Contact Centre.

Pre-requisites / Assumed Learning

Learners accessing this Learnership should be competent in:

  • Numeracy at NQF Level 1 or equivalent
  • English (verbal and written communication skills) at NQF Level 1 or equivalent
  • A Second Language (verbal and written communication skills) at NQF Level 1 or equivalent
  • Computer operating skills at NQF Level 2 or equivalent