Contact Centre Support NQF Level 2

Duration

This qualification is run as a Learnership over 12 months. Candidates will need to attend 3 days of training (on average) each month in addition to completing their assignments.

Delivery Method

Face-To-Face / Hybrid Training

Who Should Attend

This qualification will provide the broad knowledge and skills needed in the industry and to progress along a
career path for learners who:

• Were previously disadvantaged or who were unable to complete their schooling and were therefore denied access to Further Education and Training.
• Have worked in Contact Centres for many years, but have no formal qualification in Contact Centre Support.
• Wish to extend their range of skills and knowledge of the industry so that they can become competent workers in Contact Centres.

Prerequisites

We offer a thorough pre-assessment process to align learners to appropriate qualifications and levels. Entry
requirements for this qualification include:

• Numeracy at NQF Level 1 or equivalent.
• English (verbal and written communication skills) at NQF Level 1 or equivalent.
• A Second Language (verbal and written communication skills) at NQF Level 1 or equivalent.
• Computer operating skills at NQF Level 2 or equivalent.

Qualification Modules

• LP 1: Orientation to Contact Centres
• LP2: Occupational Learning
• LP3: Numeracy Skills
• LP4: Service Excellence
• LP5: Problem Solving Skills
• LP6: Business Writing Skills
• LP7 : Inbound Contact Centre Skills
• LP8 : Outbound Contact Centre Skills

Course Objectives

• 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.

The Secret To Success

A Learnership is an extremely complex  and often challenging project that requires:

Learner engagement, retention and completion is dependent on a number of key factors: