Set out as an entry-level qualification, this course is aimed for individuals who wish to pursue a career in the call centre industry. The qualification will assist and provide the individual with the broad knowledge and skills set required to successfully start a career path in the industry. This qualification serves as the foundation for the NQF Level 3 and NQF Level 4 courses which allows for an individual to progress into senior management roles.

This qualification serves as an introduction to the BPO (Business Process Outsourcing) industry, the unit standards found in this qualification will assist the learner to gain the relevant and required skills to equip them for a successful career path in the BPO industry. Skills may include but are not limited to; payroll services, accounting, telemarketing, data recording, customer support, and more. BPO usually fills supplementary — as opposed to core — business functions, with services that could be either technical or nontechnical.

This qualification will allow the individual to gain the relevant skills needed in the operational part of the call centre industry. This qualification will also allow individuals to grow into a more managerial role as the fundamental knowledge will be gained through the unit standards in this qualification.  Individuals that complete this qualification will have the skillset to handle both inbound and outbound interactions, allowing the individual to work in the following sectors: account management, telecommunications, financial services, sales and hospitality.