contact centre and business process outsourcing support

CONTACT CENTRE AND BUSINESS SUPPORT NQF 3

  • PURPOSE

  • COURSE CONTENT

  • DELIVERY

  • ENTRY LEVEL REQUIREMENT

  • CAREER POSSIBILITIES

  • ACCREDITATION

A person acquiring this qualification will be able to manage first-line managers in an organisational entity.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. Thequalification develops skills in the use of various communication channels e.g. telephone, fax, email,internet, intranet, multifunction devices, web chat, SMS, and letters. The qualification also develops skills in dealing with walk-in clients. The qualification will also provide learning opportunities in the knowledge and skills .

Module 1: Work Orientation

  • Use time management techniques to manage time in a financial services environment
  • Apply knowledge of self and team to develop a plan to enhance team performance
  • Identify causes of stress and techniques to manage it in the workplace
  • Apply knowledge of HIV/AIDS to a specific business sector and a workplace
  • Demonstrate understanding of employment relations in an organisation
  • Explain basic health and safety principles in and around the workplace

 

Module 2: Communication

  • Accommodate audience and context needs in oral/signed communication
  • Interpret and use information from texts
  • Use language and communication in occupational learning programmes
  • Use mathematics to investigate and monitor the financial aspects of personal, business, and
    national issues

 

Module 3: Computer Skills

  • MS Excel Level 1

 

Module 4: Mathematical Literacy

  • Demonstrate an understanding of the use of different number bases and measurement units and
    an awareness of error in the context of relevant calculations
  • Describe, apply, analyse and calculate shape and motion in 2-and 3-dimensional space in different
    contexts
  • Investigate life and work-related problems using data and probabilities
  • Write/present/sign texts for a range of communicative contexts

 

Module 5: Data Capturing

  • Collect and record information queries and requests from customers
  • Process data using information technology
  • Interpret classification systems to organise, retrieve and dispose of records

 

Module 6: Service Excellence

  • Communicate with customers in a contact centre and BPO
  • Demonstrate an understanding of contact centre and BPO working practices
  • Handle a range of customer complaints in a contact centre and BPO

 

Module 7: Inbound/Outbound Call Centre Skills

  • Process incoming and outgoing telephone calls
  • Manage inbound and/or outbound calls in a contact centre

 

Module 8: Specialised Call Centre Skills

  • Negotiate an agreement or deal in an authentic work situation
  • Demonstrate knowledge and understanding of the Financial Advisory and
    Intermediary Services Act 2002 (FAIS) (Act 37 of 2002) as it impacts a specific
    financial services sub-sector
  • Describe standard insurance cover in terms of SASRIA
  • Conduct exhibition telemarketing

Duration: 12 Months

Delivery: Classroom/Blended/Online

Grade 10

Computer Literacy

Qualifying learners could follow a career in:

  • Senior Managers
  • Reception services
  • Executives
  • Directors

 

Exit level Outcomes

On achieving this qualification, the learner will be able to

  • Provide effective customer service in a contact centre and/or Business Process Outsourcing centre
  • Demonstrate knowledge of and use communication technology in a contact centre environment
  • Capture data to track interactions
  • Work effectively as a team member in a group to enhance team performance

National Certificate: Contact Centre and Business Process Outsourcing Support 

Accreditation: Services SETA

SAQA ID: 93997

NQF Level: 3

Credits: 124