FET CERTIFICATE: Contact Centre Operations NQF Level 4

PURPOSE OF THE QUALIFICATION

Any individual who are or wish 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. This qualification will be registered at NQF Level 4. Portability across both areas of specialisation is therefore ensured. Learners working towards this qualification will find that the acquisition of competence in the unit standards, which make up the qualification, will add value to learner`s job. This qualification is intended to enhance the provision of entry level service within the Contact Centre Industry.

CREDITS

TITLE :	Further Education and Training Certificate: Contact Centre Operations
SAQA ID :	93996:-Learning Programme ID 94081
ACCREDITING AUTHORITY :	Services SETA
PROGRAMME DURATION :	1 590 hours of training (30% theory 70% work based practical learning)
159

EXIT LEVEL OUTCOMES:
On completion of this qualification learners are able to:

1. Understand and implement service levels and their monitoring in Contact Centres.
2. Monitor and control Contact Centre support Staff and their meeting of targets and standards.
3. Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.
4. Identify specific Contact Centre customers.
5. Coach others in Contact Centres.
6. Work with Contact Centre statistical data

ENTRANCE REQUIREMENTS:

1. Candidates must be between 18 – 35 years of age
2. Mathematical Literacy at NQF Level 4 to the value of 16 credits
3. Communication at NQF Level 4 in a First South African Language to the value of 20 credits

UNIT STANDARDS :
TYPE	SAQA ID	UNIT STANDARD TITLE	NQF LEVEL	CREDITS
Core	10313	Comply with service levels as set out in a Contact Centre Operation	NQF Level 04	10
Core	10324	Describe features, advantages and benefits of a range of products or services	NQF Level 04	6
Core	10326	Identify customers of Contact Centres	NQF Level 04	4
Core	10323	Implement Contact Centre specific sales techniques to generate sales through a Contact Centre	NQF Level 04	12
Core	10321	Monitor and maintain performance standards in a Contact Centre	NQF Level 04	12
Core	10327	Provide coaching to personnel within a Contact Centre	NQF Level 04	10
Core	10322	Retrieve and correlate statistical data applicable to Contact Centres	NQF Level 04	12
Fundamental	119472	Accommodate audience and context needs in oral/signed communication	NQF Level 03	5
Fundamental	119457	Interpret and use information from texts	NQF Level 03	5
Fundamental	119467	Use language and communication in occupational learning programmes	NQF Level 03	5
Fundamental	119465	Write/present/sign texts for a range of communicative contexts	NQF Level 03	5
Fundamental	9015	Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems	NQF Level 04	6
Fundamental	119462	Engage in sustained oral/signed communication and evaluate spoken/signed texts	NQF Level 04	5
Fundamental	119469	Read/view, analyse and respond to a variety of texts	NQF Level 04	5
Fundamental	9016	Represent analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts	NQF Level 04	4
Fundamental	7468	Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues	NQF Level 04	6
Fundamental	12153	Use the writing process to compose texts required in the business environment	NQF Level 04	5
Fundamental	119459	Write/present/sign for a wide range of contexts	NQF Level 04	5
Elective	117877	Perform one-to-one training on the job	NQF Level 03	4
Elective	10330	Implement and co-ordinate campaigns within Contact Centres	NQF Level 04	10
Elective	10329	Implement and co-ordinate Contact Centre activities in an emergency environment	NQF Level 04	18
Elective	10980	Induct a new employee	NQF Level 04	6
Elective	114215	Mentor a colleague to enhance the individual`s knowledge, skills, values and attitudes in a selected career path	NQF Level 04	3