COURSES

Contact Centre Skills

Course Code

CC3

Category
Review
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Contact Centre Skills

The National Certificate: Contact Centre and Business Process Outsourcing Support, NQF Level 3 aims to empower learners to acquire knowledge, skills and attitude to operate successfully in a Contact Centre environment.

The Contact Centre industry is an ever growing one in South Africa with the increasing demand of business process outsourcing and, as such, this entry level qualification will address inbound and outbound interactions/traffic, within different types of operations of contact centre and/or Business Process Outsourcing as well as key customer experience strategies, technologies and processes across different industries.

We have a choice of three elective streams to specialise in:

  • Marketing Principles
  • Debt Recovery Principles
  • FAIS & Financial Principles

 

This qualification is intended for people who already work as Contact Centre and/or Business Process Outsourcing agents or who are looking to start working in a contact centre and/or Business Process Outsourcing industry.

What you will learn in this course!

Upon completing this full qualification, you will be able to:

  • Provide effective customer service in a contact centre and/or Business Process Outsourcing industry
  • Use communication technology in a contact centre
  • Capture data to track interactions
  • Work effectively as a team member in a group

Who this course is for?

If you are wanting to start your working life or develop your customer service skills while working in a contact centre environment, then this is the qualification for you!

You will complete 8 courses or skills programmes in this qualification, namely:

Skills Programme Unit Std ID Title Level Credits
1: Contact Centre Principles and Concepts 377420 Demonstrate an understanding of Contact Centre and BPO working practices 3 4
2: Mathematical Literacy 9010 Demonstrate an understanding of the use of different number bases and measurement units and an awareness of error in the context of relevant calculations 3 2
9013 Describe, apply, analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts 3 4
9012 Investigate life and work related problems using data and probabilities 3 5
7456 Use mathematics to investigate and monitor the financial aspects of personal, business and national issues 3 5
3: Oral Communication Skills 119472 Accommodate audience and context needs in oral/signed communication 3 5
13948 Negotiate an agreement or deal in an authentic work situation 4 5
4: Written Communication Skills 119457 Interpret and use information from texts 3 5
119465 Write/present/sign texts for a range of communicative contexts 3 5
119467 Use language and communication in occupational learning programmes 3 5
5: Team, Time & Stress Management 13912 Apply knowledge of self and team in order to develop a plan to enhance team performance 3 5
115772 Use time management techniques to manage time in a financial services environment 2 2
244589 Identify causes of stress and techniques to manage it in the workplace 3 2
6: Customer Care in a Contact Centre 377401 Handle a range of customer complaints in a Contact Centre and BPO 3 10
377441 Communicate with customers in a Contact Centre and BPO 3 10
14348 Process incoming and outgoing telephone calls 2 3
377421 Manage in-bound and/or out-bound calls in a Contact Centre 3 8
7: Data Processing and Performance Measures 110025 Process data using information technology 4 5
259458 Interpret classification systems in order to organise, retrieve and dispose of records 4 8
377460 Collect and record information queries and requests from customers 3 6

 

One of the three electives to be chosen:

ELECTIVE STREAM – Marketing Principles 259639 Explain basic health and safety principles in and around the workplace 2 4
117834 Conduct exhibition telemarketing 4 2
242897 Define supplier specifications 4 5
252213 Carry out marketing administration within agreed parameters 4 6
116940 Use a Graphical User Interface (GUI)-based spreadsheet application to solve a given problem 3 6
ELECTIVE STREAM – Financial & FAIS 259639 Explain basic health and safety principles in and around the workplace 2 4
113918  Explain the implications of the Financial Advisors and Intermediaries Services` Act, (FAIS) for employees in financial services organisations 2 2
9302  Access information in order to respond to client enquiries in a financial services environment 2 2
117129  Apply the regulations for disclosure that are required as part of the financial sales process 2 2
12164  Demonstrate knowledge and insight of the Financial Advisory and Intermediary Services Act (FAIS) (Act 37 of 2002) 2 2
12745  Demonstrate knowledge and understanding of accounting practice and procedures associated with the collection of debts 2 6
242584  Demonstrate knowledge and understanding of the Financial Advisory and Intermediary Services Act 2002 (FAIS) (Act 37 of 2002) as it impacts on a specific financial services sub-sector 2 2
117117  Describe standard insurance cover in terms of SASRIA 2 2
ELECTIVE STREAM – Debt Recovery Principles 116608 Demonstrate knowledge and application of ethical conduct in a debt recovery work contex 4 6
116606 Communicate orally with relevant stakeholders in the recovery of debt 4 7
116599 Manage debtor portfolio 4 5
9302 Access information in order to respond to client enquiries in a financial services environment 3 2

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R16,500.00 Excl. VAT

  • Training Method: Blended
  • Language: English
  • Duration: 1 Year
  • Skill Level: Basic
  • National Certificate
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