National Certificate: Information Technology: End User Computer – 61691

Learners should be competent in the following:

• Communication at NQF level 2
• Mathematical literacy at NQF level 2

The purpose of the qualification is to build the knowledge and skills required by learners in End User Computing. It is intended to empower learners to acquire knowledge, skills, attitudes and values required to operate confidently in the End User Computing environment in the South African community and to respond to the challenges of the economic environment.

The qualification addresses the need in the workplace for nationally recognised qualifications, based on unit standards, which will allow learners with workplace experience in End User Computing to obtain recognition for prior learning.

The qualification provides a framework for learners to develop skills that will enable them to become competent in End User Computing. It introduces theoretical concepts of End User Computing and requires the application thereof, to develop a range of skills that will enable learners to be better-informed workers in their chosen industry. It provides a balanced learning experience that lays the foundation for access to further education, lifelong learning and to productive employment.

A qualifying learner will be able to:

• Competently apply the knowledge, techniques and skills of End User Computing applications in the workplace.
• Understand the impact and use Information Communication and Technology (ICT) in an organisation and society.
• Improve Communication by combining communication skills with End User Computing skills.
• Improve the application of mathematical literacy in the workplace, by better utilising applicable End User Computing Applications

This qualification requires a total of 130 credits as listed below:

Fundamental component:

Fundamental: all 47 credits

Core component:

Core: all 56 credits

Elective component:

Elective unit standards totalling a minimum of 27 credits needs to be completed

On completion of this qualification, the learner will be able to:

1. Demonstrate an understanding of applying Graphical User Interface (GUI)-based Word Processing Application skills in the Workplace.
2. Demonstrate an understanding of applying Graphical User Interface (GUI)-based Presentation Application skills in the Workplace.
3. Demonstrate an understanding of applying GUI-based Spreadsheet Application skills in the Workplace.
4. Demonstrate an understanding of applying GUI-based Electronic Mail Application skills in the Workplace.
5. Demonstrate an understanding of applying GUI-based Web Browser Application skills in the Workplace.
6. Improve Communication by combining communication skills with End User Computing skills.
7. Improve the application of mathematical literacy in the workplace, by better utilising End User Computing Applications.
8. Demonstrate an understanding of the use of Information Communications and Technology (ICT) in an organisation and the impact it has on societies.

In addition to the above, unit standards will be utilised to provide depth of specification of the outcomes ranges and the assessment criteria and processes

The following Critical Cross-Field Outcomes are embedded in the associated Unit Standards:

• Identifying and solving problems in which responses indicate that responsible decisions using critical and creative thinking have been made.
• Working effectively with others as a member of a team, group, organisation or community.
• Organising and managing oneself and one's activities responsibly and effectively.
• Collecting, analysing, organising and critically evaluating information.
• Communicating effectively using visual, mathematical and/or language skills in the modes of oral/written persuasion.
• Using science and technology effectively and critically, showing responsibility towards the environment and health of others.
• Demonstrating and understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation.

Learning programmes directed towards this qualification will also contribute to the full personal development of each learner and the social and economic development of the society at large, by making individuals aware of the importance of:

• Reflecting on and exploring a variety of strategies to learn more effectively.
• Participating as responsible citizens in the life of local, national and global communities.
• Being culturally and aesthetically sensitive across a range of social contexts.
• Exploring education and career opportunities; and developing entrepreneurial opportunities.

Module 1:  Orientation to a contact centre

• Identifying and defining what a Contact Centre is
• Identifying Contact Centre principles and concepts
• Identifying the benefits of instilling in self a Contact Centre culture
• Persuading others of the benefits of a Contact Centre culture

 Module 2:  Business-Writing Skills

• Use a range of reading and/or viewing strategies to make meaning of texts.
• Identify the main ideas in different text types
• Read/view and respond to texts for a variety of purposes
• Identify and discuss how language structures and features may influence a reader/audience
• Write/sign for a specific purpose, audience and context
• Use grammatical structures and writing/signing conventions to produce coherent and cohesive texts
• for specific contexts
• Adapt language to suit context
• Draft and edit own writing/signing

 Module 3:  Language and Communication

• Find and use suitable learning resources
• Use learning strategies
• Manage occupational learning programme materials
• Plan and gather relevant information for use in each context
• Function in a team
• Reflect on how characteristics of the workplace and occupational context affect learning

 Module 4:  Numeracy Skills

• Use mathematics to plan and control personal and/or household budgets and income and expenditure
• Use simple and compound interest to make sense of and define a variety of situations including investments, stokvels, inflation, appreciation and depreciation
• Investigate various aspects of financial transactions including costs, prices, revenue, cost price, selling price, loss and profit.
• Use and analyse computational tools and strategies, and make estimates and approximations
• Demonstrate understanding of numbers and relationships among numbers and number systems, and represent numbers in different ways
• Convert flexibly between and within various representations of functions.
• Compare, analyse and describe the behaviour of patterns and functions.
• Estimate, measure and calculate physical quantities in practical situations.
• Explore transformations of two-dimensional geometric figures.

 Module 5:  Oral Communication

• Use a variety of strategies to maintain communication.
• Adapt language to accommodate socio-cultural sensitivities without losing own meaning.
• Use knowledge of language structures and conventions to shape or decode meaning of unfamiliar vocabulary or constructions.
• Organise and present information in a focused and coherent manner.
• Identify and explain how speakers/signers influence audiences.

 Module 6:  Diversity of a Contact Centre

• Communicating within a diverse environment - internal and external.
• Interacting within a diverse environment both within a Contact Centre and to external customers.

 Module 7:  Problem Solving in a Contact Centre

• Obtain and evaluate project information to facilitate Contact Centre problem solving
• Provide advice and support regarding received information to facilitate problem solving

 Module 8:  Service Excellence in a Contact Centre

• Identify customer needs in a Contact Centre
• Respond to customer needs in a Contact Centre
• Identify the customer's problem
• Commit to solving the customer complaint
• Arrange correct planning and solutions to the customer's problems
• Communicate with all stakeholders
• Provide practical business solutions

Module 9:  Telephone Skills in an Inbound Contact Centre

• Demonstrating and applying knowledge of computer packages within a Contact Centre
• Using a computerised system
• Retrieving calls from customers
• Identifying customer needs in a Contact Centre

Module 10:  Working in Teams in a Contact Centre

• Communicating with all relevant stakeholders to enhance teamwork
• Reporting on team progress to appropriate authority and team
• Displaying tendencies to work with others as a member of a Contact Centre team
• Handling and resolving areas of conflict

Module 11:  Working in an Emergency Contact Centre

• Retrieving calls within a Contact Centre from customers in emergency situations
• Documenting information from customers in emergency situations
• Responding within a Contact Centre to emergencies
• Following up on customers in emergency situations

 Module 12:  Telesales

• Placing calls to customers
• Recording information from customer
• Responding to queries from customers
• Providing follow up to customers' request