Contact Centre Support


How is the programme aligned?

This programme is a SAQA registered qualification aligned to Unit Standards.

The alignment is as follows

Unit Standards

The fundamental component consists of Unit Standards, to the value of 36 credits all of which are compulsory.

The core component consists of Unit Standards to the value of 76 credits all of which are compulsory.

The following elective Unit Standards to a value of 16 credits have been selected:

  • US 10358: Apply in-bound Contact Centre Operations within a commercial environment (8 Credits)
  • US 103883: Apply out-bound Contact Centre Operations within a commercial environment (8 Credits)

Who is the target audience?

This qualification is intended for learners who:

  • Wish to be involved in the contact centre industry
  • Wish to advance their career opportunities and knowledge in the contact centre industry
  • Wish to extend their knowledge and understanding of the elements and function that comprise the contact centre industry
  • Seek future employment or advancement in the contact centre industry

What are the entry requirements?

Learners must meet the following criteria to enter the programme:

  • Numeracy at NQF Level 1 or equivalent
  • English (verbal and written communication skills) at NQF Level 1 or equivalent
  • A Second Language (verbal and written communication skills) at NQF Level 1 or equivalent
  • Computer operating skills at NQF Level 2 or equivalent

What is the purpose of the programme?

This qualification is designed to meet the needs of learners who will provide services in the contact centre industry. Contact Centres have become key business tools - integral to the way organisations achieve their business objectives. There is a need to develop career paths in this field, and it is a high growth industry constantly in need of skilled people.

The National Certificate in Contact Centre Support: Level 2, will produce knowledgeable, skilled people who are able to contribute to improved productivity and efficiency within the Contact Centre industry.

What are the learning outcomes?

The learning outcomes from the Qualification Exit Level Outcomes will enable learners to:

  • 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

How will the course be delivered and assessed?

Facilitation strategy

The facilitation methodology used is face-to-face classroom instruction. Learners are required to attend all classroom sessions. For this qualification practical work is required where learners are expected to perform inbound and outbound contact centre activities under supervision.

Assessment strategy

  • Formative assessment is conducted throughout the programme during the facilitated sessions. Assessment activities are included in the Formative Assessment Workbook and will be checked by the facilitator. Learners are expected to complete all the activities in their workbooks
  • Summative assessment is conducted at the end of the foundational training phase. Learners are expected to complete summative assessment activities in the workplace and complete a logbook
  • Final integrated assessment (FISA) is conducted at the end of the qualification and learners are only eligible for the FISA once competent for all Modules. The FISA will consist of assessment of knowledge, practical and reflexive components although these may be integrated

How is the programme structured?

The unit standards of the qualification have been collated into the following 7 modules presented sequentially:

  1. Communication and Business Writing Skills
  2. Numeracy Skills
  3. Introduction to Contact Centre
  4. Service Excellence
  5. Problem Solving Skills
  6. Inbound Contact Centre Skills
  7. Outbound Contact Centre Skills

Note: Credit Accumulations and Transfer (CAT) exemption for specific Unit Standards is applicable to approved learners and CAT applications for approval will be provided on request. Approved learners will have reduced contact days.

What are the workplace requirements?

Outcomes-based qualifications require application of skills in the workplace. For this qualification the following human and physical resources are required:

  • Supervisor:¬†Learners require supervisors to monitor and observe contact centre activities related to the outcomes of the qualification.
  • Resources: Access to policies, processes and procedures for inbound and outbound contact centre activities. Access to contact centre equipment for receiving and making calls
  • Workplace requirements: Recordings or observations of learners making or receiving calls from customers

What workplace activities will need to be completed?

Learners receive a logbook providing guidelines for workplace integration activities and in some cases specific workplace assignments to be conducted with evidence collection.

Some of the practical workplace activities for this qualification include the following:

  • Placing calls to customers
  • Receiving calls from customers
  • Recording information from customer
  • Responding to queries from customers
  • Providing follow up to customers' requests
  • Solving problems within the contact centre environment

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