Qualification Title -
SAQA ID: 71490
NQF level: 2 Credits: 128
Duration – 12 months
Course Objective:
This qualification is designed to meet the needs of those learners who enter the field of Contact Centres, and also serves as the entry qualification into Contact Centre operations and management. This qualification empowers learners to acquire the knowledge, skills, attitudes and values required to operate as competent contact centre agents, who are able to contribute to improved productivity and efficiency within the Contact Centre industry.
On achieving this qualification, learners will be able to:
Identify Contact Centre customers and their needs
Respond to customers with factual and accurate information
Gather and process data specifically related to Contact Centres
Operate as a team member in a diverse working environment
Perform to the required standards and requirements
Implement and articulate operational activities in a Contact Centre
Who should attend?
Learners who have worked in Contact Centres for many years, but have no formal qualification in Contact Centre Support
Newly recruited Contact centre staff who wish to become competent employees
Youth and unemployed who wish to pursue a career within the Contact Centre field
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