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)

8 modules

Fully Online

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.

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)

Qualification Accreditations

  • 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:    

Required Qualification Course Credit Composition

Core Component Credits (Compulsory)                                                                                                                                                         76

Fundamental Components Credits (Compulsory)                                                                                                                                      36

Elective Component Credits (Compulsory)                                                                                                                                                   16

TOTAL QUALIFICATION CREDITS                                                                                                                                                                    128

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

Unit Standard

Unit Standard Title

Credits

Core Component (Compulsory)

Collect and record information queries and requests from customers

10350

8

Contribute to a diverse working environment in a Contact Centre

10354

8

Identify and respond to customer needs in a Contact Centre

10348

12

Input data received onto appropriate computer packages within a Contact Centre

10349

12

Meet performance standards within a Contact Centre

10353

6

Provide information to customers in a Contact Centre

13885

12

Gather and provide relevant information to contribute to contact centre problem solving

13886

5

Handle a range of customer complaints in Contact Centres

13873

4

Instil in myself a personal Contact Centre culture

13872

4

Work as a member of a Contact Centre Team

13874

35

CORE CREDITS

76

Unit Standard

Unit Standard Title

Credits

Fundamental Component (Compulsory)

Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate

9009

5

Demonstrate understanding of rational and irrational numbers and number systems

7480

5

Identify, describe, compare, classify, explore shape and motion in 2-and 3- 3 dimensional shapes in different contexts

9008

2

Maintain and adapt oral/signed communication

119454

5

Use language and communication in occupational learning programmes

8967

5

Use mathematics to investigate and monitor the financial aspects of personal and community life

7469

5

Work with a range of patterns and functions and solve problems

9007

5

Write/present for a defined context

119456

5

Access and use information from texts

119463

3

Studies and Assessment

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

Qualification Modules

Unit Standard

Unit Standard Title

Credits

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

Apply in-bound and out-bound Contact Centre operations within an emergency context

13884

16

Apply in-bound Contact Centre Operations within a commercial environment

10358

8

Elective Credits

32

Use mathematics to investigate and monitor the financial aspects of personal, business and national issues

7456

5

Apply out-bound Contact Centre Operations within a commercial environment

13883

8

Fundamental Credits

36

Write/present for a defined context

119465

5