Purpose of the programme:
This program positions you the leaner as a skilled individual able to contribute to improved productivity and efficiency within the Contact Centre environment. The qualification is structured in such a way that it will expose you to a set of core competences to develop your understanding of Contact Centre support operations and areas of specialisation, which allow you to work in either a commercial or emergency environment.
Programme Outline:
- Skills Programme 1: Contact Centre Literacy
- Skills Programme 2: Contact Centre Communication
- Skills Programme 3: Contact Centre Numeracy
- Skills Programme 4: Customers and Service Levels in Contact Centres
- Skills Programme 5: Contact Centre Management
Learning Material included:
- Learner Guides
- Portfolio Guide
- Assessment Guides
- Formative and Summative Assessment
Program Duration:
- 12-18 months
Who can apply:
Anyone who wishes to pursue a career in the following:
- Contact Centre Agent/Consultant
- Contact Centre Supervisor
- Contact Centre Coach
- Contact Centre Manager
- Customer Service Representatives
- Customer Care Consultants
- Direct Selling
- Sales
- Tele Marketing
- Data Capturing
- Other IT Related Fields
- Administration Clerks
- Receptionists
- Switchboard operators
SAQA QUALIFICATION ID:
- 21791
SAQA MINIMUM CREDITS:
- 135