Contact Centre Support

CONTACT CENTRE SUPPORT NQF 2

  • PURPOSE

  • COURSE CONTENT

  • DELIVERY

  • ENTRY LEVEL REQUIREMENT

  • CAREER POSSIBILITIES

  • ACCREDITATION

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 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/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
  • 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
    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 centre
  • Provide information to customers in a contact centre
  • Handle a range of customer complaints in contact centres

Module 6: Inbound/ Outbound call Centre skills

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

Duration: 12 Months

Delivery: Classroom/Online/Blended

Grade 10

Computer Literacy

Qualifying learners could follow a career in:

  • Inbound call centre agents
  • Outbound call centre agents

National Certificate in Business Administration Services

Accreditation: Services SETA

SAQA ID: 71490 

NQF Level: 2

Credits: 128