This 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 many years, but have no formal qualification in Contact Centre Support.
• Wish to extend their range of skills and knowledge of the industry so that they can become competent workers in Contact Centres.

DURATION: 12 months 

FIELD 03: Business, Commerce and Management Studies

CAREER OPPORTUNITIES: 

• Sales Managers
• Contact Centre Managers
• Sales Representatives
• National Account Managers
• Key Account Managers
• Channel Managers
• Contact Centre/Call Centre Supervisors
• General Managers
• Administration Staff
• Category Managers
• Telesales Clerks
• Sales Directors
• Client Services Clerks
• Quality Assurance Staff
• Contact Centre/Call Centre Agents
• IT Staff

SAQA ID: 71490 

TYPE OF CERTIFICATE: National Certificate

SETA: Services

CREDITS: 128 

NQF LEVEL:2 

EXIT LEVEL OUTCOMES: 

On achieving this qualification, the learner will be able to:

• Identify Contact Centre customers and their needs.
• Respond to customers with factual and accurate information.
• Gather and process data specifically related to Contact Centres.
• Operate as a team member in a diverse working environment.
• Perform to the required standards and requirements.
• Implement and articulate operational activities in a Contact Centre.

This qualification is intended for persons who already work as Contact Centre and/or Business Process Outsourcing agents or who wish to join the contact centre and/or Business Process Outsourcing industry. The qualification provides an introduction to contact centre and/or Business Process Outsourcing operations. The qualification will equip learners with the underpinning knowledge and skills to be able to supply high quality customer service. 

DURATION: 12 months 

FIELD 03: Business, Commerce and Management Studies

CAREER OPPORTUNITIES: 

• Sales Managers
• Contact Centre Managers
• Sales Representatives
• National Account Managers
• Key Account Managers
• Channel Managers
• Contact Centre/Call Centre Supervisors
• General Managers
• Administration Staff
• Category Managers
• Telesales Clerks
• Sales Directors
• Client Services Clerks
• Quality Assurance Staff
• Contact Centre/Call Centre Agents
• IT Staff

SAQA ID: 93997

TYPE OF CERTIFICATE: National Certificate

SETA: Services

CREDITS: 124 

NQF LEVEL: 3 

EXIT LEVEL OUTCOMES: 

On achieving this qualification, the learner will be able to:

• Provide effective customer service in a contact centre and/or Business Process Outsourcing centre.
• Demonstrate knowledge of and use communication technology in a contact centre environment.
• Capture data to track interactions.
• Work effectively as a team member in a group to enhance team performance. 

The Contact Centre National Certificate at NQF Level 4 will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who:

• At the higher levels needs a set of unit standards against which to align and measure themselves.
• 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 many years, but have no formal qualification in Contact Centre Management.
• Wish to extend their range of skills and knowledge of the industry so that they can become competent workers in Contact Centres.

DURATION: 12 months 

FIELD 03: Business, Commerce and Management Studies

CAREER OPPORTUNITIES: 

• Sales Managers 
• Administration staff
• Contact Centre Managers 
• Category Managers
• Sales Representatives 
• Telesales Clerks
• National Account Managers  
• Sales Directors
• Key Account Managers 
• Client Services Clerks
• Channel Managers 
• Quality Assurance staff
• Contact Centre 
• Call Centre Supervisors 
• Contact Centre Agents
• General Managers 
• IT Staff

SAQA ID: 21791

TYPE OF CERTIFICATE: National Certificate

SETA: Services

CREDITS: 132 

NQF LEVEL: 4 

EXIT LEVEL OUTCOMES: 

On achieving this qualification, the learner will be able to:

• Understand and implement service levels and their monitoring in Contact Centres.
• Monitor and control Contact Centre support Staff and their meeting of targets and standards.
• Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.
• Identify specific Contact Centre customers.
• Coach others in Contact Centres.
• Work with Contact Centre statistical data.