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NQF 4: Further Education & Training Certificate: Contact Centre Operations

NQF 4: (QUAL I.D: 71489)

Offered by

This qualification is designed to meet the needs of those learners who want to progress and will assist those who make Contact Centre Operations their chosen career path. Management is a critical skill in the workplace – good leaders result in high performing teams and high performing teams achieve great success. This qualification will equip a new or existing contact centre leader to work more efficiently as a Contact Centre Team leader/Supervisor.

Learning programmes included in this qualification:

Learning programme 1 Introduction to Contact Centres
Learning programme 2 Business Communication
Learning programme 3 Occupational Learning and Second Language Communication
Learning programme 4 Financial and Mathematical Literacy
Learning programme 5 Contact Centre Customers and Sales Techniques
Learning programme 6 Contact Centre Service Levels and Statistical Data
Learning programme 7 Contact Centre Performance and Coaching
Learning programme 8 Contact Centre Supervisory Activities


On achieving this qualification, the learner will be able to:

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

Target Audience

  • Contact Centre Agents preparing to level up to Team Leader positions

Entry Requirements

  • English Communication at NQF Level 3 or equivalent
  • Mathematical Literacy at NQF level 3 or equivalent
  • Computer Literacy at NQF Level 3 or equivalent

Duration: 12 months

  • Contact Training & Assessment Sessions: Approximately 36 contact days (3 days per month)
  • Non-Contact: Learners will be required to invest additional time per module on supplementary research, reading, on the job practical application and portfolio building.



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