NC: Contact Centre Support (NQF2)

///NC: Contact Centre Support (NQF2)

NC: Contact Centre Support (NQF2)

The Contact Centre National Certificate at NQF Level 2 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.

SKU: OS0090 Categories: , Tag:

Description

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 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

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.

Prerequisites

Learning assumed to be in place:

  • 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

Course Content

Course Module

Learning Programme 1: Orientation to Contact Centre (12 credits)

Learning Programme 2: Occupational Learning (15 credits)

Learning Programme 3: Numeracy Skills (13 credits)

Learning Programme 4: Service Excellence (16 credits)

Learning Programme 5: Problem-Solving Skills (7 credits)

Learning Programme 6: Business Writing Skills (10 credits)

Learning Programme 7: Inbound Contact Centre Skills (36 credits)

Learning Programme 8: Outbound Contact Centre Skills (8 credits)

Course Objectives

On completion, learners will be able to:

  • 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

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