This qualification is run over 12 months and includes, on average, 5 days of theory training each month.

Flexibility is important to us and our different training delivery methods offer delegates the opportunity to train at their work premises, at home in the comfort of their own environment or at SA Business School’s facilities.

We have three primary training delivery methods; Online Learning, Blended Learning and instructor-led learning.

Any individual who are or wish to be involved in the Contact Centre industry, will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management.

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:

• 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.

To ensure that learners align to this qualification, we have built in a thorough pre-assessment process. Entry requirements for this course include:

• Competency against unit standards in Contact Centres at NQF Level 2 or equivalent
• Competency in language Verbal and written communication skills) and numeracy at NQF Level 3 or equivalent
• Competence in a Second Language (verbal and written communication skills) at NQF level 2

LP 1: Introduction to Contact Centres

LP 2: Business Communication (20 credits)
(119462, 119469, 119459, 12153)

LP 3: Occupational Learning and Second Language Communication (20 credits)
(119467, 119472, 119457, 119465)

LP 4: Financial and Mathematical Literacy (16 credits)
(7468, 9015, 9016)

LP 5: Contact Centre Customers and Sales Techniques (22 credits)
(10326, 10323, 10324)

LP 6: Contact Centre Service Levels and Statistical Data (22 credits)
(10313, 10322)

LP 7: Contact Centre Performance and Coaching (22 credits)
(10321, 10327)

LP 8: Contact Centre Supervisory Activities (18 Credits)
(10328)

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.