Course Content
Module 1 – Communication Skills (CS)
20 Credits
Lessons
- Apply an use information from texts
- Maintain and adapt oral/signed communication
- Use Language and communication in occupational learning programmes
- Write/present for a defined context
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Module 2 – Mathematical Literacy (ML)
16 Credits
- Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life related problems.
- Demonstrate understanding of rational and irrational numbers and number systems.
- Identify, describe, compare, classify, and explore shape and motion in 2-and3- dimensional shapes in different context.
- Use mathematics to investigate and monitor the financial aspects of personal and community life
- Work with a range of patterns and functions and solve problems.
Lessons
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Module 3 – Customer Management (CM)
22 Credits
- Identify and respond to customer needs in a Contact Centre
- Handle a range of customer complaints in Contact Centres
- Meet performance standards within Contact Centre
Lessons
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Module 4 – Customer Data Handling (CDH)
25 Credits
- Collect and record information queries and requests from customers
- Provide information to customers in a Contact Centre
- Gather and provide relevant information to contribute to contact centre problem solving.
Lessons
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Module 5 – Leadership Skills (LS)
17 Credits
- Instil in myself a personal Contact Centre culture
- Work as a member of a Contact Centre Team
- Contribute to a diverse working environment in a Contact Centre.
Lessons
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Module 6 – Contact Centre Operations (CCO)
12 Credits
- Apply in-bound and out-bound Contact Centre operations within an emergency context.
- Input data received into appropriate computer packages within a Contact Centre.
Lessons
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