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:
- Understand and implement service levels and their monitoring in Contact Centres.
- Monitor and control Contact Centre support Staff and their meeting of targets and standards.
- Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.
- Identify specific Contact Centre customers.
- Coach others in Contact Centres.
- Work with Contact Centre statistical data
ENTRANCE REQUIREMENTS:
- Candidates must be between 18 – 35 years of age
- Mathematical Literacy at NQF Level 4 to the value of 16 credits
- Communication at NQF Level 4 in a First South African Language to the value of 20 credits
UNIT STANDARDS : |
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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 |