Qualification Title: National Certificate: Business Administration

SAQA Qualification ID: 71489

NQF LEVEL: 4

CREDITS: 132

DURATION: 1 Year

Purpose: Any individual who are or wish to be involved in the Contact Centre industry, will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management. This qualification will be registered at NQF Level 4. Portability across both areas of specialisation is therefore ensured.

Learners working towards this qualification will find that the acquisition of competence in the unit standards, which make up the qualification, will add value to learner`s job. This qualification is intended to enhance the provision of entry level service within the Contact Centre Industry

Entry Criteria

Communication at NQF Level 3

Mathematical Literacy at NQF Level 3

Learning Outcomes

• 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.

Modules

• Cluster 1 - Module 1: Customers and Products
• Cluster 2 - Market Trends
• Cluster 3 - Service Levels
• Cluster 4 - Monitoring and Coaching

Course Designed For

This qualification is ideal for candidates who have been working in a Contact Centre position for a minimum of 1 year as the sessions cover gap-training of concepts and principles relating to the specific topics and outcomes of this qualification. These sessions will also facilitate understanding of the evidence required to be collected for the delegates Portfolio of Evidence.