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Further Education and Training Certificate: Contact Centre Operations NQF Level 4

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


  • 21791


  • 135
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