CONTACT CENTRE SUPPORT NQF 2

Modules & Courses

Module 1: Work Orientation

• Contribute to a diverse working environment in a contact centre
• Meet performance standards within a contact centre
• Instill 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 and written communication
• Use language and communication in occupational learning programmes
• Write or 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, and 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
  life
• 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 contact center
• Provide information to customers in a contact centre
• Gather and provide relevant information to contribute to contact centre problem-solving

Module 6: Inbound/Outbound Call Center Skills

• Apply inbound call center operations within a commercial environment
• Apply outbound call center operations within a commercial environment