Contact Centre And BPO Support

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

Training will take place using the tried-and-tested benefits of instructor-led learning.

For large groups (10 or more), training times can be arranged according to your date and time requirements, delivered on-site at your premises or through a host company. 

Alternatively, individual learners can join an open group by clicking on the Enquire/Register Now button. 

Who Should Attend

This qualification is intended for persons who already work as Contact Centre or Business Process Outsourcing agents or who wish to join the industry. The qualification will equip learners with the underpinning knowledge and skills to be able to supply high quality customer service. Learners accessing this qualification will be able to work in call centres involving marketing, account management, sales, hospitality, tourism, emergency services, retail, telecommunications, financial services and credit control.

Prerequisites

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

• Communication at NQF Level 2.
• Mathematical Literacy at NQF Level 2.
• Computer Literacy at NQF Level 3.
• Competence in a second South African language would be a great advantage.

Qualification Modules

LP1: Contact Centre and BPO
377420, 119472

LP2: Communication skills
119467, 119457, 119465

LP3: Mathematical and Financial Literacy
9013, 9010, 7456, 9012

LP4: Call Management
14348, 377421

LP5: Customer Interaction
377441, 377401

LP6: Debt Recovery
116608, 116606, 13948, 116598

LP7 : Data Processing
110025, 377460, 259458

LP8 : Time and Stress Management
115772, 244589

LP9 : Team Performance and Safety Awareness
13912, 259639

Learning Outcomes

• Provide effective customer service in a contact centre or Business Process Outsourcing industry.
• Use communication technology in a contact centre e.g. telephone, fax, email, internet, intranet, multifunction devices, webchat, SMS and letters.
• Capture data to track interactions.
• Work effectively as a team member in a group.

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: