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

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

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

Office Administration

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

Professional Behaviour

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

Human Resources Management

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

Business Skills

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

Business Mathematics

Unit 1: Use mathematics to investigate and monitor the financial aspects of personal, business, national issues
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
Unit 3: Investigate life and work related problems using data and probabilities
Unit 4: Describe, apply ,analyse and calculate shape and motion in 2-3D space in different contexts
Unit 5: Apply basic invoicing and accounting principles

Business Communication

Unit 1: Communicate verbally and nonverbally in the workplace
Unit 2: Interpret and use information from texts
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