CONTACT CENTRE AND BUSINESS PROCESS OUTSOURCING SUPPORT LEVEL 3

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
  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 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