FETC: Contact Centre Operations (NQF4)

///FETC: Contact Centre Operations (NQF4)

FETC: Contact Centre Operations (NQF4)

Rated 5.00 out of 5 based on 1 customer rating
(1 customer review)

The Contact Centre industry is fast becoming the next knowledge worker profession. This qualification will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who have worked in Contact Centres for many years, but have no formal qualification in Contact Centre Management and wish to extend their range of skills and knowledge of the industry so that they can become competent workers in Contact Centres.


SKU: OS0089 Categories: , Tag:


This qualification should produce knowledgeable, skilled people who are able to contribute to improved productivity and efficiency within the Contact Centre industry. It should provide the means for current individuals in this field to receive recognition of prior learning and to upgrade their skills and knowledge base. The 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 operations and supervision. The electives will allow for a specialisation of competence in either a commercial or an emergency environment.


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.


Learning assumed to be in place:

  • Competency against unit standards in Contact Centres at NQF Level 2
  • Verbal and written Communication and Mathematical Literacy at NQF level 3
  • Second language at NQF Level 2

Course Content

Course Modules

Learning Programme 1: Introduction to Contact Centres

Learning Programme 2: Business Communication (20 credits)

Learning Programme 3: Occupational Learning and Second Language Communication (20 credits)

Learning Programme 4: Financial and Mathematical Literacy (16 credits)

Learning Programme 5: Contact Centre Customers and Sales Techniques (22 credits)

Learning Programme 6: Contact Centre Service Levels and Statistical Data (22 credits)

Learning Programme 7: Contact Centre Performance and Coaching (22 credits)

Learning Programme 8: Contact Centre Supervisory Activities (18 Credits)

Course Objectives

On completion, learners will be able to:

  • Understand and implement service levels and their monitoring in Contact Centres
  • Monitor and control Contact centre support staff and their meeting of targets and standards
  • Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements
  • Identify specific Contact Centre customers
  • Coach others in Contact Centres
  • Work with Contact Centre statistical data

1 review for FETC: Contact Centre Operations (NQF4)

  1. Rated 5 out of 5

    Trevor Thabiso Lobai

    I’ve been this learnership for months now all I can say is wow so far so good I’m happy no complains yet I wanna thank iLearn for this opportunity first time I heard of this I thought this was too good to be true far fetched actually which company will pay u just to go school and pay u I’ll crab this with both hands thank you iLearn

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