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, webchat, 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 required to perform back-office processes and tasks. Learners will have the opportunity to learn, develop and practice the skills required to make an effective contribution in a general contact centre and/or Business Process Outsourcing environment.


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: Computing 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
  • 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 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/Online/Blended


Grade 10

Computer Literacy

Communication Level 2
Mathematical Literacy Level 2
Computer Literacy Level


Qualifying learners could follow a career in:

  • Inbound call centre agents
  • Outbound call centre agents
  • Call center agent
  • Customer Service Agent 


National Certificate in Business Administration Services

Accreditation: Services SETA

SAQA ID: 93997

NQF Level: 3

Credits: 124


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