CONTACT CENTRE OPERATIONS (NQF4)

SAQA QUALIFICATION ID: 71489

(FET Certificate)

This qualification offers the learners’ knowledge and skills in the management of records, compre-hension of written and verbal texts, business writing, problem solving, ethics, cultural awareness, self management and self development, project teamwork and business policies and procedures. The qualification through it’s selective component enables the learner to specialize in areas of ad-ministration such as reception, executive administration, financial literacy, relationship management, legal knowledge, communication, project administration and support, call centre and human resources.

PROGRAMME OUTCOMES

At the end of this qualification learners will be able to:

  • 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.
The Contact Centre Operations Certificate consists of 19 unit standards worth 132 credits:


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