SAQA ID: 71490
Services Seta: 2335
Learnership Duration: 12 Months
Contact Days: Customise to client-specific needs and learner experience/level
Target Market: Any individual who is or wish to be involved in the Contact Centre industry will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management – CC Agents, Customer service agents, Help desk consultant.
The learning assumed to be in place is only a guide in order to help the learner cope with the unit standards in the qualification. The following is the learning assumed to be in place:
Contact Centres have become key business tools - integral to the way organisations achieve their business objectives.
The contact centre industry continues to grow in the South African economy. Contact Centres continue to employ large numbers of contact centre agents on an annual basis. Therefore, the need for qualified and skilled contact centre agents is still high.
This qualification should produce knowledgeable, skilled people who are able to contribute to improved productivity and efficiency within the Contact Centre industry. It should provide the means for current individuals in the Contact Centre field to receive recognition of prior learning and to upgrade their skills and knowledge base.
The qualification is structured in such a way that it exposes individuals to a set of core competencies to give a broad understanding of Contact Centre support operations and the electives, which will allow for a specialisation of competence in either a commercial or an emergency environment. It will also promote the notion of life-long learning.
A qualifying learner will be able to:
This qualification requires a total of 128 credits as listed below:
Fundamental: all 36 credits
Core: all 76 credits
Elective unit standards totalling a minimum of 16 credits needs to be completed
On completion of this qualification, the learner will be able to:
Module 1: Orientation to a contact centre
Module 2: Business-Writing Skills
Module 3: Language and Communication
Module 4: Numeracy Skills
Module 5: Oral Communication
Module 6: Diversity of a Contact Centre
Module 7: Problem Solving in a Contact Centre
Module 8: Service Excellence in a Contact Centre
Module 9: Telephone Skills in an Inbound Contact Centre
Module 10: Working in Teams in a Contact Centre
Module 11: Working in an Emergency Contact Centre
Module 12: Telesales