ACCREDITED SKILLS PROGRAMME

Service Levels and Statistical Data

Overview Duration Delivery Method Prerequisites Unit Standards

Overview

Overview

Learners participating in this programme will be able to work effectively with others in achieving the service level requirements. They will have the ability to demonstrate an understanding of the world as a set of related systems by recognising the meeting and maintenance of service levels on the overall success of the organisation. The learners will also be able to collect, analyse, organise and critically evaluate Contact Centre data and statistics, as well as communicate effectively when presenting statistical data to others.

Duration

Delivery Method

Prerequisites

Unit Standards

Unit Standards

Comply with Service Levels as Set Out in a Contact Centre Operation NQF 4 (10 credits)
(10313)

Learning outcomes:

Demonstrate an understanding of company specific service levels.
Meet and maintain service levels.

Retrieve and Correlate Statistical Data Applicable to Contact Centres NQF 4(12 credits)
(10322)

Learning outcomes:

Retrieve statistical data.
Correlate statistical data.

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Service Levels Statistical Data

Accredited Skills Programmes

Business Adminstration

Bridging the Gap

Contact Centre

Entrepreneurship

Create a Business Plan

Deal with HIV/AIDS

Finance And Set Up A New Venture

Improve New Venture Performance

Identify and Demonstrate Entrepreneurial Ideas and Opportunities

Manage Customer Service

Manage Contracts And Production

Manage Administration And Negotiate An Agreement

Manage Finances

Manage Marketing and Sales

New Venture Financial and Industry Aspects

Produce a Business Plan

Research and Viability of a New Venture ideas

Understanding Marketing

Information Technology

Client Server Networking

Computer Programming Principles and Fundamentals

Computer Systems and the Use of Computer Technology in Business

Computer Technology Principles

Computer Technology Principles and Support

Configure, Operate and Administer Server Computer and Peripherals

Database Access

Data Communication and Networking Support

Design a LAN for Developmental Office and Enterprise Development

Introduction to Computers

Microsoft Access

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Network, Concepts, Architecture and Standards

Using the Internet

Work Effectively as a Team Member within a Developmental Project Environment

Management

Project Management

Sales & Marketing