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 3 (SAQA 93997) Services SETA

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:                              

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  • 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)

Process incoming and outgoing telephone calls

14348

3

Use time management techniques to manage time in a financial services environment

115772

2

Apply knowledge of self and team in order to develop a plan to enhance team performance

13912

5

Collect and record information queries and requests from customers

377460

6

Communicate with customers in Contact Centre and BPO

377441

10

Demonstrate an understanding of Contact Centre and BPO working practices

377420

4

Handle a range of customer complaints in a Contact Centre and BPO

377401

10

Identify causes of stress and techniques to manage it in the workplace

244589

2

Manage in-bound and/or out-bound calls in a Contact Centre

377421

8

Process data using information technology 

110025

5

CORE CREDITS

76

Unit Standard

Unit Standard Title

Credits

Fundamental Component (Compulsory)

Demonstate an understanding of the of the use of different numbers bases  and measurement units and an awareness of error in the context of relevant calculations

9010

2

Describe, apply, analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts

9013

4

Interpret and use information from texts

119457

5

Investigate life and work related problems using data and probabilities 

9012

5

Use language and communication in occupational learning programmes

119467

5

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

7456

5

Write/present/sign texts for a range of communicative contexts

119465

5

Accomodate audience and context needs in oral /signed communication

119472

5

Studies and Assessment

Online or Blended

Place of work or Host Company

12 (Minimum) onsite or via   Skype/ Zoom

Yes, Integrated Assessment

Yes

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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 credits)

Explain the implications of the Financial Advisors and intermediaries Services Act, (FAIS) for employees in financial services organisations

113918

2

Explain basic health and safety principles in and around the workplace

259639

4

Elective Credits

Access information in order to respond to client enquiries in a financial services environment

9302

2

Fundamental Credits