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

Orientation to Contact Centre

1
Unit 1: Instil in myself a personal Contact Centre culture
2
Unit 2: Contribute to a diverse working environment in a Contact Centre

Occupational Learning

1
Unit 1: Use language and communication in occupational learning programmes
2
Unit 2: Maintain and adapt oral/signed communication
3
Unit 3: Work as a member of a Contact Centre Team

Numeracy Skills

1
Unit 1: Use mathematics to investigate and monitor the financial aspects of personal and community life
2
Unit 2: Demonstrate understanding of rational and irrational numbers and number systems
3
Unit 3: Identify, describe, compare, classify, explore shape and motion in 2-and 3-dimensional shapes in different contexts
4
Unit 4: Work with a range of patterns and functions and solve problems

Service Excellence

1
Unit 1: Identify and respond to customer needs in a Contact Centre
2
Unit 2: Handle a range of customer complaints in Contact Centres

Problem-Solving Skills

1
Unit 1: Gather and provide relevant information to contribute to contact centre problem solving
2
Unit 2: Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life related problems

Business Writing Skills

1
Unit 1: Access and use information from texts
2
Unit 2: Write/present for a defined context

Inbound Contact Centre Skills

1
Unit 1: Provide information to customers in a Contact Centre
2
Unit 2: Collect and record information queries and requests from customers
3
Unit 3: Input data received onto appropriate computer packages within a Contact Centre
4
Unit 4: Meet performance standards within a Contact Centre
5
Unit 5: Apply in-bound Contact Centre Operations within a commercial environment

Outbound Contact Centre Skills

1
Unit 1: Apply out-bound Contact Centre Operations within a commercial environment

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Lectures: 21
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