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CONTACT CENTRE NQF 3

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93997 - National Certificate : Contact Centre and Business Process Outsourcing Support

LEARNERSHIP DESCRIPTION

This Contact Centre Course 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.

Learners will be provided with competencies to handle both inbound and outbound interactions/traffic, within different types of operations of contact centre and/or Business Process Outsourcing. The qualification develops skills in the use of various communication channels e.g. telephone, fax, email, internet, intranet, multifunction devices, webchat, SMS and letters. The Contact Centre Course also develops skills in dealing with walk-in clients. The qualification will also provide learning opportunities in the knowledge and skills required to perform back office processes and tasks. Learners will have the opportunity to learn, develop and practice the skills required to make an effective contribution in a general contact centre and/or Business Process Outsourcing environment.

EXIT LEVEL OUTCOMES

Qualifying learners should be capable of:

    1. Provide effective customer service in a contact centre and/or Business Process Outsourcing centre
    2. Demonstrate knowledge of and use communication technology in a contact centre environment.

Technology includes but is not limited to telephony, fax, email, internet, intranet, multifunction device, webchat and SMS.

  1. Capture data to track interactions.

    Data include but are not limited to personal details, communication record between agent and the customer, communication outcome, resolution path and timeframes.

  2. Work effectively as a team member in a group to enhance team performance

REQUIREMENTS

It is assumed that learners entering this qualification are competent in:

• Communication at NQF Level 2.
• Mathematical Literacy at NQF Level 2.
• Computer Literacy at NQF Level 3.

WHO SHOULD ATTEND

This Contact Centre Course 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.

DURATION

12 Months

CREDITS

124

 

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Price : Free

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