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

NQF 4: (QUAL I.D: 71489)

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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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