Qualification Title: National Certificate: Contact Centre

SAQA Qualification ID: 71490

Minimum Credits: 128

NQF Level: 2

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. 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.

Duration

This qualification is run over 12 months.

Entry Criteria

Numeracy at NQF Level 1 or equivalent.

English (verbal & written communication skills) at NQF Level 1 or equivalent.

Computer operating skills at NQF Level 2 or equivalent.

Learning Outcomes

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.

Modules

Cluster 1 - (20 credits)

Cluster 2 - (40 credits)

Cluster 3 - (18 credits)

Cluster 4 - (22 credits)

Cluster 5 - (16 credits)

Cluster 6 - (16 credits)