Contact Centre and Business Process Outsourcing Support Learnership | National Certificate NQF Level 3

PURPOSE

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. The qualification 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.

What is Contact Centre and Business Process Outsourcing Support Learnership?

A Contact Centre and Business Process Outsourcing (BPO) Support Learnership is a structured learning program, often offered in South Africa and other countries with strong skills development frameworks, that combines theoretical training with practical workplace experience in the contact centre and BPO industry.

The learnership aims to develop competencies in managing calls, processing orders, conducting market research, and dispatching services. It also focuses on developing skills in dealing with walk-in clients and improving general functioning in contact centre and BPO tasks.

COURSE CONTENT

Module 1: Business Communication ▼

Accommodate audience and context needs in oral/signed communication
Write/present/sign texts for a range of communicative contexts
Interpret and use information from texts
Use language and communication in occupational learning programmes
Negotiate an agreement or deal in an authentic work situation

Module 2: Business Mathematics ▼

Demonstrate an understanding of the use of different number bases and measurement units and an awareness of error in the context of relevant calculations
Investigate life and work-related problems using data and probabilities
Use mathematics to investigate and monitor the financial aspects of personal, business and national issues
Describe, apply, analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts

Module 3&4: Customer Service in a Contact Centre Environment ▼

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
Process incoming and outgoing telephone calls
Manage in-bound and/or out-bound calls in a Contact Centre

Module 5: Data Collection and Processing ▼

Process data using information technology
Interpret classification systems in order to organise, retrieve and dispose of records
Collect and record information queries and requests from customers
Conduct exhibition telemarketing
Use a Graphical User Interface (GUI)-based spreadsheet application to solve a given problem

Module 6: Self and Team Management Skills ▼

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

Module 7: Financial Sector Knowledge ▼

Demonstrate knowledge and understanding of the Financial Advisory and Intermediary Services Act 2002 (FAIS) (Act 37 of 2002) as it impacts on a specific financial services sub-sector
Describe standard insurance cover in terms of SASRIA