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