Contact Centre Support








Any individual who is or wishes to be involved in the contact centre industry will have
access to this qualification. It also serves as the entry qualification into Contact Centre
operations and management.

Module 1: Work Orientation

  • Contribute to a diverse working environment in a contact centre
  • Meet performance standards within a call centre
  • Install in me a personal contact centre culture
  • Work as a member of a contact centre team


Module 2: Communication

  • Access and use information from texts
  • Maintain and adapt oral/signed communication
  • Use language and communication in occupational learning programmes
  • Write/present for a defined context


Module 3: Mathematical Literacy

  • Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life-related problems
  • Interpret and use information from texts
  • Demonstrate understanding of rational and irrational numbers and number systems
  • identify, describe, compare, classify, explore shape and motion in 2-and 3-dimensional shapes in different contexts
  • Use mathematics to investigate and monitor the financial aspects of personal and community
  • Work with a range of patterns and functions and solve problems


Module 4: Data Capturing 

  • Collect and record information queries and requests from customers
  • input data received onto appropriate computer packages within a contact centre
  • Gather and provide relevant information to contribute to contact centre problem solving


Module 5: Service Excellence

  • Identify and respond to customer needs in a call centre
  • Provide information to customers in a contact centre
  • Gather and provide relevant information to contribute to call centre problem solving


Module 6: Inbound/Outbound Call Centre Skills

  • Apply in-bound call centre operations within a commercial environment
  • Apply out-bound call centre operations within a commercial environment

Duration: 12 Months

Delivery: Classroom/Blended/Online

Grade 10

Computer Literacy

Qualifying learners could follow a career in:

  • Inbound call centre agents
  • Outbound call centre agent


 Exit level Outcomes

On achieving this qualification, the learner will be able to:

  • 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

National Certificate in Business Administration Services

Accreditation: Services SETA

SAQA ID: 71490

NQF Level: 2

Credits: 124