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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

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 specialised 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
SAQA ID 93997

Career Opportunities

  • Customer Service Representative
  • Technical Support Specialist
  • Operations Manager
  • Project Manager

Need Help?

Contact our qualification specialists for guidance.

[email protected]

Related Qualifications

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NQF Level 4

Generic Management

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NQF Level 5

Office Supervision

Office management and supervisory skills.

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