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SAQA ID: 71490 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 qualifi... 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.

Duration
12-18 Months

Course Content

Qualification ID Qualification Name Modules
71490 Contact Centre Support 128 Credits Communication Skills,
Mathematical Literacy,
Customer Management,
Customer Data Handling,
Leadership Skills,
Contact Centre Operations

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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.

LU01 – Communication Skills (CS)

20 Credits

US ID Module NQF Level Credits
119463 Apply an use information from texts 2 5
119454 Maintain and adapt oral/signed communication 2 5
119460 Use Language and communication in occupational learning programmes 2 5
119456 Write/present for a defined context 2 5

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LU02 – Mathematical Literacy (ML)

16 Credits

US ID Module NQF Level Credits
9009 Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life related problems. 2 3
7480 Demonstrate understanding of rational and irrational numbers and number systems. 2 3
9008 Identify, describe, compare, classify, and explore shape and motion in 2-and3- dimensional shapes in different context. 2 3
7469 Use mathematics to investigate and monitor the financial aspects of personal and community life 2 2
9007 Work with a range of patterns and functions and solve problems. 2 5

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LU03 – Customer Management (CM)

22 Credits

US ID Module NQF Level Credits
10348 Identify and respond to customer needs in a Contact Centre 2 12
13873 Handle a range of customer complaints in Contact Centres 4 4
10353 Meet performance standards within Contact Centre 2 6

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LU04 – Customer Data Handling (CDH)

25 Credits

US ID Module NQF Level Credits
10350 Collect and record information queries and requests from customers 2 8
13885 Provide information to customers in a Contact Centre 2 12
13886 Gather and provide relevant information to contribute to contact centre problem solving. 3 5

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LU05 – Leadership Skills (LS)

17 Credits

US ID Module NQF Level Credits
13872 Instil in myself a personal Contact Centre culture 4 4
13874 Work as a member of a Contact Centre Team 4 5
10354 Contribute to a diverse working environment in a Contact Centre. 2 8

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LU06 – Contact Centre Operations (CCO)

12 Credits

US ID Module NQF Level Credits
13884 Apply in-bound and out-bound Contact Centre operations within an emergency context. 3 16
10349 Input data received into appropriate computer packages within a Contact Centre. 2 12

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CTU Training Solutions , Updated: April 24th, 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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