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Training and Motivational Experts

National Certificate: Contact Centre & BPO Support Level 3

SAQA Qualification ID 93997, NQF Level 3

Introduction

 

The Contact Centre and Business Process Outsourcing industry is increasingly becoming more diverse, complex, and growing at a fast rate both nationally and internationally. Customer service is the key to success in the sector and this demands expert utilisation of technology which handles both basic and complex transactions. This qualification is needed to empower entry level employees to deal effectively with the public and to make a meaningful, positive contribution to customer satisfaction and to the image of the organisation.

 

Course Designed For

This qualification is intended for persons who already work as Contact Centre and Business Process Outsourcing agents or who wish to join the industry. The qualification will equip learners with the underpinning knowledge and skills to be able to supply high quality customer service. Learners accessing this qualification will be able to work in call centres involving marketing, account management, sales, hospitality, tourism, emergency services, retail, telecommunications, financial services and credit control.

Entry Requirements

  • Communication at NQF Level 2
  • Mathematical Literacy at NQF Level 2
  • Computer Literacy at NQF Level 3
  • Competence in a second South African language would be a great advantage

Specific Outcomes

  • Provide effective customer service in a Contact Centre and Business Process Outsourcing industry
  • Use communication technology in a Contact Centre e.g. telephone, fax, email, internet, intranet, multifunction devices, webchat, SMS and letters
  • Capture data to track interactions
  • Work effectively as a team member in a group

Duration

This qualification is run as a Learnership over 12 months. Candidates will need to attend three days of training (on average) each month in addition to completing their assignments.

Benefits

We will register your learners with the SETA to whom you pay your skills levy. Your company will receive all the BBBEE points, tax incentives and skills development benefits associated with registering Learnerships.

Learnership Project Plan

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

LP1: Contact Centre and BPO
ELO1. Provide effective customer service in a Contact Centre and Business Process Outsourcing centre Core 377420 Demonstrate an understanding of Contact Centre and BPO working practices 3 4 2 Days
ELO4. Work effectively as a team member in a group to enhance team performance Fundamental 119472 Accommodate audience and context needs in oral/signed communication 4 5
Feedback and Remediation LP 1: Contact Centre and BPO

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

LP2: Communication skills
ELO1. Provide effective customer service in a Contact Centre and Business Process Outsourcing centre Fundamental 119467 Use language and communication in occupational learning programmes 3 5 3 Days
ELO2. Demonstrate knowledge of and use communication technology in a Contact Centre environment Fundamental 119457 Interpret and use information from texts 3 5
ELO4. Work effectively as a team member in a group to enhance team performance Fundamental 119465 Write/present/sign texts for a range of communicative contexts 3 5
Feedback and Remediation LP 2:Communication Skills

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

LP3: MATHEMATICAL AND FINANCIAL LITERACY
ELO1. Provide effective customer service in a Contact Centre and Business Process Outsourcing enviornment Fundamental 9013 Describe, apply, analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts 3 4 3 Days
ELO2. Demonstrate knowledge of and use communication technology in a Contact Centre environment Fundamental 9010 Demonstrate an understanding of the use of different number bases and measurement units and an awareness of error in the context of relevant calculations 3 2
Fundamental 7456 Use mathematics to investigate and monitor the financial aspects of personal, business and national issues 3 5
ELO2. Demonstrate knowledge of and use communication technology in a Contact Centre environment Fundamental 9012 Investigate life and work related problems using data and probabilities 3 5
Feedback and Remediation LP 3: Mathematical and Financial Literacy

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

LP4: Call Management
ELO1. Provide effective customer service in a Contact Centre and Business Process Outsourcing environment Core 14348 Process incoming and outgoing telephone calls 2 3 2 Days
ELO2. Demonstrate knowledge of and use communication technology in a Contact Centre environment Core 377421 Manage in-bound and/or out-bound calls in a Contact Centre 3 8
Feedback and Remediation LP 4: Call Management

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

LP5: Customer Interaction
ELO1. Provide effective customer service in a Contact Centre and Business Process Outsourcing environment Core 377441 Communicate with customers in a Contact Centre and BPO 3 10 4 Days
ELO2. Demonstrate knowledge of and use communication technology in a Contact Centre environment Core 377401 Handle a range of customer complaints in a Contact Centre and BPO 3 10
Feedback and Remediation LP 5: Customer Interaction

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

LP6: Debt Recovery
ELO1. Provide effective customer service in a Contact Centre and Business Process Outsourcing environment Elective 116608 Demonstrate knowledge and application of ethical conduct in a debt recovery work context 4 6 4 Days
ELO2. Demonstrate knowledge of and use communication technology in a Contact Centre environment   Elective 116606 Communicate orally with relevant stakeholders in the recovery of debt 4 6
Elective 13948 Negotiate an agreement or in an authentic work situation 4 5
Elective 116598 Compile debtor correspondence in accordance with legislation and standard procedures 4 6
Feedback and Remediation LP 6:Debt Recovery

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

LP7 : Data Processing
ELO2. Demonstrate knowledge of and use communication technology in a Contact Centre environment Core 110025 Process data using information technology 4 5 4 Days
ELO3. Capture data to track interactions  Core 377460 Collect and record information queries and requests from customers 3 6
Elective 259458 Interpret classification systems in order to organise, retrieve and dispose of records 4 8
Feedback and Remediation LP 7: Data Processing

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

LP8 : Time and Stress Management
ELO1. Provide effective customer service in a Contact Centre and Business Process Outsourcing environment Core 115772 Use time management techniques to manage time in a financial services environment 2 2 1 Day
ELO4. Work effectively as a team member in a group to enhance team performance Core 244589 Identify causes of stress and techniques to manage it in the workplace 3 2
Feedback and Remediation LP 8: Time and Stress Management

 

Exit Level Outcome

Type

Unit Std

Learning Programme

NQF

Credit

Training Session Dates

LP9 : Team Performance and Safety Awareness
ELO4. Work effectively as a team member in a group to enhance team performance Core 13912 Apply knowledge of self and team in order to develop a plan to enhance team performance 3 5 2 Days
ELO4. Work effectively as a team member in a group to enhance team performance Elective 259639 Explain basic health and safety principles in and around the workplace 2 4
Feedback and Remediation LP 8: Time and Stress Management