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SpecCon Holdings

Services SETA Qualifications

NQF Level 3 | Services SETA

Business Process Outsourcing Support

Develop essential customer service skills and techniques to deliver exceptional client experiences. This qualification prepares you for entry-level customer service roles across various industries.

124
Credits
12
Months
NQF 3
Level
Customer service professional

Qualification Overview

This qualification is intended for persons who already work as Contact Centre and/or Business Process Outsourcing agents or who wish to join the contact centre and/or Business Process Outsourcing industry. The qualification provides an introduction to contact centre operations and equips learners with skills to deliver high-quality customer service across various sectors.

Learning Outcomes

Upon completion of this qualification, learners will be able to:

  • Develop foundational skills for working in contact centres and BPO environments
  • Build competencies in customer service delivery and quality assurance
  • Understand contact centre operations and business process outsourcing principles
  • Enhance communication skills for customer interactions across multiple channels
  • Develop problem-solving and conflict resolution skills for customer service scenarios
  • Learn to use contact centre technology and systems effectively
  • Understand performance metrics and quality standards in contact centre environments
  • Build knowledge of various industry sectors including marketing, sales, hospitality, tourism, and financial services
  • Prepare learners to handle diverse customer service situations professionally

Career Opportunities

Upon successful completion of this qualification, learners can pursue the following career paths in call centres across various sectors:

Contact Centre Roles

Contact Centre Agent handling customer inquiries
Business Process Outsourcing Agent providing support services
Customer Service Representative across various industries
Call Centre Operator in specialized sectors
Technical Support Agent providing first-line assistance
Telemarketing Agent in sales and marketing campaigns
Help Desk Agent supporting customers with queries

Specialized Sectors

Marketing
Account Management
Sales
Hospitality
Tourism
Emergency Services
Retail
Telecommunications
Financial Services
Credit Control

Programme Modules

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
  • • Write/present/sign texts for a range of communicative contexts

Module 3: Computer 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
  • • Use mathematics to investigate and monitor the financial aspects of personal, business, and national issues

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/or 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 coverage in terms of SASRIA
  • • Conduct exhibition telemarketing

Additional Opportunities

  • Progression to Further Education and Training Certificate: Contact Centre at NQF Level 4
  • Career advancement within contact centre and BPO operations
  • Employment in rapidly growing contact centre industry across multiple sectors
  • Development of specialized customer service skills
  • International career opportunities in contact centre operations
  • Recognition of prior learning and work experience
  • Contribution to the growing business process outsourcing sector

Qualification Details

SETA Services SETA
NQF Level Level 3
Credits 124 Credits
Duration 12 Months
Delivery Mode Blended Learning
Assessment Competency Based

Need Help?

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NQF Level 5

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