Training and Motivational Experts

Contact Centre Support Learnership

This Mindspa Institute Contact Centre Support Learnership makes the connection between structured learning (theory) and work experience (practice) in order for the delegate to obtain a qualification that is registered on the National Qualifications Framework (NQF).

NATIONAL CERTIFICATE:

Contact Centre Support Learnership

NQF LEVEL 2

SAQA-ID 71490


Qualification Rules:

In keeping with SAQA requirements, the qualification is made up of unit standards that are classified as Fundamental, Core and Elective. A minimum of 128 credits is required to complete the qualification as follows:

  • Fundamental Component: All unit standards totalling 36 credits are compulsory.
  • Core Component: All unit standards totalling 76 credits are compulsory.
  • Elective Component: Learners are to choose unit standards totalling a minimum of 16 credits.

Training Outline

Modular Outline of Learning Programme

Contact Centre Culture and Teamwork

Unit Standard Type Unit Standard Code Unit Standard Title Level Credits
Core 13872 Instil in myself a personal contact centre culture 4 4
Core 13874

Work as a member of a contact centre team work

4 5
Core 10354 Contribute to a diverse working environment in a Contact Centre  2 8

 Customer Service

Unit Standard Type Unit Standard Code Unit Standard Title Level Credits
Core 10348 Identify and respond to customer needs in a contact centre 2 12
Core 10350 Collect and record information queries and requests from customers 2 8
Core 13885 Provide information to customers in a contact centre 2 12
Core 13886 Gather and provide relevant information to contribute to contact centre problem solving 3 5
Core 13873 Handle a range of customer complaints in Contact Centres  4 4

Computer Skills

Unit Standard Type Unit Standard Code Unit Standard Title Level Credits
Core 10349 Input data received onto appropriate computer packages within a Contact Centre  2 12

Call Handling Skills

Unit Standard Type Unit Standard Code Unit Standard Title Level Credits
Core 103645 Meet performance standard within a contact centre 2 6
Fundamental 8962/119454 Maintain and adapt oral \ signed communication 2 5

Business Communication

Unit Standard Type Unit Standard Code Unit Standard Title Level Credits
Fundamental 119456 Write \ present for defined context 2 5
Fundamental 119463 Access and use information from texts 2 5
Fundamental 8967 Use Language and communication in Occupational learning programmes 2 5

Numeracy

Unit Standard Type Unit Standard Code Unit Standard Title Level Credits
Fundamental 7469 Use mathematics to investigate and monitor the financial aspects of personal and community life 2 2
Fundamental 9007 Work with a range of patterns and functions and solve problems 2 5
Fundamental 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
Fundamental 9008

Identify, describe, compare, classify, explore shape and motion in 2-3 dimensional shape in different contexts.

2 3
Fundamental 7480 Demonstrate understanding of rational and irrational numbers and number systems 2 3

 

Qualification Outcome

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.

Candidates exiting this qualification before completion, retain the credits for Unit Standards successfully completed and may carry them over to other qualifications to which they are applicable. Candidates may also retain the credits until a later stage should studies be recommended, provided the Unit Standards are still relevant to the qualification.

INTERNATIONAL COMPARABILITY

Benchmarking was done by comparison to Unit Standards/Outcomes of learning against:

  • New Zealand and Australian Qualifications where these could be sourced.
  • NVQ Qualifications from Britain. In fact the NVQ have compared the unit standards in this qualification and have approved the relevant unit standards for a period of two years.

ARTICULATION OPTIONS

On completion of this qualification, besides careers in the formal Contact Centre industry, learners may also be able to enter careers in:

  • Contact Centre Agent/Consultant
  • Contact Centre Supervisor
  • Contact Centre Coach
  • Contact Centre Manager
  • Customer Service Representatives
  • Customer Care Consultants
  • Direct Selling
  • Sales
  • Tele Marketing
  • Data Capturing
  • Other IT Related Fields
  • Administration Clerks
  • Receptionists
  • Switchboard Operators Further Development

Brought to you by The Mindspa Institute in association with Advanced Assessments (accreditation number: 2291)

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If you have questions about our training programmes, or simply need more information, call us on:
010 110 0226/7 (Gauteng) or
062 693 6681  / 061 695 2316 (Western Cape)