Qualification Overview

Contact Centres have become key business tools - integral to the way organisations achieve their business objectives. As Contact Centres are a relatively new industry, there is a demand to develop career paths in this field. It is a high growth industry constantly in need of skilled people.

This qualification is structured in such a way that it exposes individuals to a set of core competences to give a broad understanding of Contact Centre support operations. The electives will allow for a specialisation of skill in either a commercial or an emergency environment

Qualification Overview

Contact Centres have become key business tools - integral to the way organisations achieve their business objectives. As Contact Centres are a relatively new industry, there is a demand to develop career paths in this field. It is a high growth industry constantly in need of skilled people.

This qualification is structured in such a way that it exposes individuals to a set of core competences to give a broad understanding of Contact Centre support operations. The electives will allow for a specialisation of skill in either a commercial or an emergency environment

NC: Contact Centre Support NQF 2 (SAQA 71490)

NC: Contact Centre Support NQF 2 (SAQA 71490)

8 modules

8 modules

Full Online

Full Online

1 Year 

1 Year 

On achieving this qualification, the learner will have competencies in:

  • Identify Contact Centre customers and their needs.
  • Respond to customers with factual and accurate information.
  • Gather and process data specifically related to Contact Centres.
  • Operate as a team member in a diverse working environment.
  • Perform to the required standards and requirements.
  • Implement and articulate operational activities in a Contact Centre.

On achieving this qualification, the learner will have competencies in:

  • Identify Contact Centre customers and their needs.
  • Respond to customers with factual and accurate information.
  • Gather and process data specifically related to Contact Centres.
  • Operate as a team member in a diverse working environment.
  • Perform to the required standards and requirements.
  • Implement and articulate operational activities in a Contact Centre.

Pre-requisites / Assumed Learning

Learners accessing this Qualification should be competent in:

  • Communication at NQF level 3 (Grade 10)
  • Mathematical Literacy at NQF level 3 (Grade 10)

Pre-requisites / Assumed Learning

Learners accessing this Qualification should be competent in:

  • Communication at NQF level 3 (Grade 10)
  • Mathematical Literacy at NQF level 3 (Grade 10)

Further Study Options

Learners completing this qualification may consider further studies in:

  • Generic Management (NQF 5)

Further Study Options

Learners completing this qualification may consider further studies in:

  • Generic Management (NQF 5)

Qualification Accreditations

Qualification Accreditations

  • Theoretical Component:                        
  • Practical Component:                             
  • Contact Sessions:                                
  • Assessments Required:                     
  • Portfolio Required:                              
  • Theoretical Component:                        
  • Practical Component:                             
  • Contact Sessions:                                
  • Assessments Required:                     
  • Portfolio Required:                              

  • Module 1:                    
  • Module 2:                          
  • Module 3:                         
  • Module 4:                        
  • Module 5:                        
  • Module 6:                        
  • Module 7:                  
  • Module 8:    

  • Module 1:                    
  • Module 2:                          
  • Module 3:                         
  • Module 4:                        
  • Module 5:                        
  • Module 6:                        
  • Module 7:                  
  • Module 8:    

Required Qualification Course Credit Composition

Required Qualification Course Credit Composition

Core Component Credits (Compulsory)                                                                                                                                                         76

Core Component Credits (Compulsory)                                                                                                                                                         76

Fundamental Components Credits (Compulsory)                                                                                                                                      36

Fundamental Components Credits (Compulsory)                                                                                                                                      36

Elective Component Credits (Compulsory)                                                                                                                                                   16

Elective Component Credits (Compulsory)                                                                                                                                                   16

TOTAL QUALIFICATION CREDITS                                                                                                                                                                    128

TOTAL QUALIFICATION CREDITS                                                                                                                                                                    128

Accredited Unit Standards: Contact Centre Support (SAQA ID. 71490) - NQF 2

Accredited Unit Standards: Contact Centre Support (SAQA ID. 71490) - NQF 2

Unit Standard

Unit Standard

Unit Standard Title

Unit Standard Title

Credits

Credits

Core Component (Compulsory)

Core Component (Compulsory)

10350

10350

8

8

10354

10354

8

8

10348

10348

12

12

10349

10349

12

12

10353

10353

6

6

13885

13885

12

12

13886

13886

5

5

13873

13873

4

4

13872

13872

4

4

13874

13874

35

35

76

76

Unit Standard

Unit Standard

Unit Standard Title

Unit Standard Title

Credits

Credits

Fundamental Component (Compulsory)

Fundamental Component (Compulsory)

9009

9009

5

5

7480

7480

5

5

9008

9008

2

2

119454

119454

5

5

8967

8967

5

5

7469

7469

5

5

9007

9007

5

5

119456

119456

5

5

119463

119463

3

3

Studies and Assessment

Studies and Assessment

Online or Blended

Place of work or Host Company

12 (Minimum) onsite or via   Skype/ Zoom

Yes, Integrated Assessment

Yes

Online or Blended

Place of work or Host Company

12 (Minimum) onsite or via   Skype/ Zoom

Yes, Integrated Assessment

Yes

Orientation to Contact centre

Occupational Learning 

Numeracy Skills

Service Excellence

Problem-Solving Skills

Business Writing Skills

Inbound Contact Centre Skills

Outbound Contact Centre Skills

Orientation to Contact centre

Occupational Learning 

Numeracy Skills

Service Excellence

Problem-Solving Skills

Business Writing Skills

Inbound Contact Centre Skills

Outbound Contact Centre Skills

Qualification Modules

Qualification Modules

Unit Standard

Unit Standard

Unit Standard Title

Unit Standard Title

Credits

Credits

Elective Component (Learner to complete a minimum of 27 credits)

Elective Component (Learner to complete a minimum of 27 credits)

13884

13884

16

16

10358

10358

8

8

32

32

7456

7456

5

5

13883

13883

8

8

36

36

119465

119465

5

5