CONTACT CENTRE SUPPORT LEVEL 2
PURPOSE
Contact Centre Support Inbound Call Centre Agent, will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management. This qualification will be registered at NQF Level 2. Portability across both areas of specialisation is therefore ensured. Embark on a rewarding career as a Customer Service AgentÂ
COURSE CONTENT
Modules & Courses
Â
Module 1: Work Orientation
- Contribute to a diverse working environment in a contact centre
- Meet performance standards within a contact centre
- Embed within me a culture for personal contact centers.
- Work as a member of a contact centre team
Â
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
Â
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
Â
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
Â
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
Â
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
DELIVERY
Duration: 12 Months
Delivery: Classroom/Online/Blended
ENTRY LEVEL REQUIREMENT
Grade 10
Computer Literacy
CAREER POSSIBILITIES
Qualifying learners could follow a career in:
- Inbound call centre agents
- Outbound call centre agents
- Call center agent
- Customer Service AgentÂ
ACCREDITATION
National Certificate in Business Administration Services
Accreditation: Services SETA
SAQA ID: 71490Â
NQF Level: 2