Course Description

Number of credits: 132

SAQA ID: 93996

The NQF level 4 Contact Centre Operations qualification focuses on the skills, knowledge, values and attitudes required to progress further within the Contact Centre industry.   There is a need to develop career paths in this field, and it is a high growth industry constantly in need of skilled people. The Contact Centre industry is also fast becoming the next knowledge worker industry. Contact Centres are constantly recruiting, training and performance managing agents.

The programme content is set around the following outcomes:

  • 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

Admission Requirements

Matric OR English, Mathematical Literacy & Computer Literacy all at NQF level 4

Delivery Methodology

Contact or online learning