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SAQA ID: 71489 National Certificate Contact Centre Operations NQF 4 Learnership

The National Qualification in Contact Centre operations: Level 4 is designed to meet the needs of those learners want to progress and will assist those who make Contact Centre Operations their chosen career path, in the ... Show More
Course Prerequisites:
National Senior Certificate (Grade 12)
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Instructor-Led Training (ILT)

Attend training in a classroom environment at a campus near you. 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.

6-12 Months

Course Content

Qualification ID Qualification Name Modules Recommended Exams
71489 Contact Centre Operations 132 Credits Communication Skills,
Language Proficiency,
Mathematical Literacy,
Principles of contact centre operations,
Contact Centre Operations,
Contact Centre Customer Handling,
Contact Centre Data Management
Microsoft Office Word,
Microsoft Office Excel

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*Groups smaller than 20 will fall into the Full-time Career Programme commencing in the month of February each year, groups larger than 20 are not restricted to specific starting dates and can be customised according to client’s needs.

Price includes all course material and a CTU Certificate of Attendance.

MOD1 – Communication Skills (CS)

10 Credits

US ID Module
119467 Use Language and communication in occupational learning programmes
119462 Engage in sustained oral/signed communication and evaluate spoken/signed texts.

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MOD2 – Language Proficiency (Afrikaans) (LPA)

20 Credits

US ID Module
119457 Interpret and use information from texts
119465 Write/present/sign texts for a range of communicative contexts
119459 Write/present/sign for a wide range of contexts
119472 Accommodate audience and context needs in oral/signed communication

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MOD3 – Mathematical Literacy (ML)

16 Credits

US ID Module
9016 Represent analyse and calculate shape and motion in 2-and 3 dimensional space in different contexts
9015 Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems
7468 Use mathematics to investigate and monitor the financial aspects of personal, business national and international issues

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MOD4 – Principles of contact centre operations (PCCO)

21 Credits

US ID Module
10313 Comply with service levels as set out in a Contact Centre Operation
10324 Describe features, advantages and benefits of a range of products or services
12153 Use the writing process to compose texts required in the business environment

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MOD5 – Contact Centre Operations (CCO)

34 Credits

US ID Module
10323 Implement Contact Centre specific sales techniques to generate sales through a Contact Centre
10321 Monitor and maintain performance standards in a Contact Centre
10327 Provide coaching to personnel within a Contact Centre

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MOD6 – Contact Centre Customers Handling (CCCH)

19 Credits

US ID Module
10326 Identify customers of Contact Centres
10331 Identify and analyse customer and market related trends impacting on Contact Centres
119469 Read/view, analyse and respond to a variety of texts

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MOD7 – Contact Centre Data Management (CCDM)

12 Credits

US ID Module
10322 Retrieve and correlate statistical data applicable to Contact Centres

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CTU Training Solutions , Updated: May 3rd, 2018

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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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