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SAQA ID: 71490 National Certificate Contact Centre Support NQF 2 Learnership

Any individual, who are 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. This qualification will be registered at NQF Level 2. Portability across both areas of specialisation is therefore ensured. Learners working towards this qualification will find that the acquisition of competence in the unit standards, which make up the qualification, will add value to learner`s job. This qualification is intended to enhance the provision of entry level service within the Contact Centre Industry. The Contact Centre National Certificate at NQF Level 2 will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who: Were previously disadvantaged or who were unable to complete their schooling and were therefore denied access to Further Education and Training. Have worked in Contact Centres for...
Duration:
  • 6-12 Months
  |   Location : Online
Course Prerequisites:
  • National Senior Certificate (Grade 12)
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Virtual Lecturer-led Interactive Teaching (VLIT)

Virtual instruction environments are designed to simulate the traditional classroom or learning experience. Instructor-led training is still the number one delivery method of choice because it allows you to interact and discuss the training material, either individually or in a group setting, and you gain access to expert knowledge from certified instructors. This form of guided learning is impactful and produces positive learning outcomes. Day, evening and Saturday classes are offered.

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

    Lessons

    • 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.

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Module 3 – Customer Management (CM)

22 Credits

    Lessons

    • 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

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Module 4 – Customer Data Handling (CDH)

25 Credits

    Lessons

    • 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.

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Module 5 – Leadership Skills (LS)

17 Credits

    Lessons

    • 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.

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Module 6 – Contact Centre Operations (CCO)

12 Credits

    Lessons

    • Apply in-bound and out-bound Contact Centre operations within an emergency context.
    • Input data received into appropriate computer packages within a Contact Centre.

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CTU Training Solutions , Updated: December 14th, 2020

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    The course information above is subject to change without notification due to market trends in the industry, legislation and/or programme version updates. Terms and Conditions

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