The National Qualification in Contact Centre Support: Level 2 is designed to meet the needs of those learners who enter the field of Contact Centres. Contact Centres have become key business tools – integral to the way organisations achieve their business objectives. Contact Centres are a new 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.
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; it serves as the entry qualification into Contact Centre operations and management. The qualification will also 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 Support.
- 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:
- Numeracy at NQF Level 1 or equivalent.
- English (verbal and written communication skills) at NQF Level 1 or equivalent.
- A Second Language (verbal and written communication skills) at NQF Level 1 or equivalent.
- Computer operating skills at NQF Level 2 or equivalent.
LP 1: Orientation to Contact Centre (12 credits)
(13872, 10354)
LP 2: Occupational Learning (15 credits)
(8967, 119454, 13874)
LP 3: Numeracy Skills (13 credits)
(7469, 7480, 9008, 9007)
LP 4: Service Excellence (16 credits)
(10348, 13873)
LP 5: Problem-Solving Skills (7 credits)
(13886, 9009)
LP 6: Business Writing Skills (10 credits)
(119463, 119456)
LP 7: Inbound Contact Centre Skills (46 credits)
(13885, 10350, 10349, 10353, 10358)
LP 8: Outbound Contact Centre Skills (8 credits)
(13883)
