Contact Centre and Business Process Outsourcing Support NQF 3

Learnership Overview

This qualification is intended for persons who already work as Contact Centre and/or Business Process
Outsourcing agents or who wish to join the contact centre and/or Business Process Outsourcing industry.
The qualification provides an introduction to contact centre and/or Business Process Outsourcing operations.
The qualification will equip learners with the underpinning knowledge and skills to be able to supply high
quality customer service. Learners will be provided with competencies to handle both inbound and outbound
interactions/traffic, within different types of operations of contact centre and/or Business Process
Outsourcing.

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

  • Providing effective customer service in a contact centre and/or Business Process Outsourcing industry.
  • Using communication technology in a contact centre.
  • Capturing data to track interactions.
  • Working effectively as a team member in a group

Pre-requisites / Assumed Learning

Learners accessing this Learnership should be competent in:

  •  Skills gained at NQF level 2 (Grade 10)

Further Study Option

Learners completing this qualification may consider further studies in:

  •  Communication at NQF Level 2.
  • Mathematical Literacy at NQF Level 2.
  • Computer Literacy at NQF Level 3.
  • Competence in a second South African language would be a great advantage

Computer Literacy

1
Unit 1: Use a GUI based word Processor to enhance a document through the use of tables and columns
2
Unit 2: Use a Graphical User Interface (GUI) based spreadsheet application to solve a given problem

Office Administration

1
Unit 1: Monitor and Control the maintenance of office equipment
2
Unit 2: Maintain a booking system
3
Unit 3: Coordinate meetings, Minor events and travel arrangements

Professional Behaviour

1
Unit 1: Maintain a secure working environment
2
Function in a business environment
3
Operate in a team
4
Use communication skills to handle and resolve conflict in the workplace

Human Resources Management

1
Introduce new staff to the workplace
2
Demonstrate understanding of employment relations in an organisation

Business Skills

1
Unit 1: Apply basic business principles
2
Unit 2: Plan and conduct basic research in an office environment
3
Unit 3: Demonstrate an understanding of a selected business environment opportunities
4
Unit 4: Coordinate meetings, minor events and travel arrangements
5
Unit 5: Interpret basic financial statements

Business Mathematics

1
Unit 1: Use mathematics to investigate and monitor the financial aspects of personal, business, national issues
2
Unit 2: Demonstrate an understanding of the use of different number based and measurement units and an awareness of error in the context of relevant calculations
3
Unit 3: Investigate life and work related problems using data and probabilities
4
Unit 4: Describe, apply ,analyse and calculate shape and motion in 2-3D space in different contexts
5
Unit 5: Apply basic invoicing and accounting principles

Business Communication

1
Unit 1: Communicate verbally and nonverbally in the workplace
2
Unit 2: Interpret and use information from texts
3
Unit 3: Write/Present/Sign texts for a range of communicative contexts

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Lectures: 24
Level: Advanced

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    Working hours

    Monday 9:30 am - 6.00 pm
    Tuesday 9:30 am - 6.00 pm
    Wednesday 9:30 am - 6.00 pm
    Thursday 9:30 am - 6.00 pm
    Friday 9:30 am - 5.00 pm
    Saturday Closed
    Sunday Closed