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80566 - Contact Centre and Business Process Outsourcing Support - NQF Level 3

National Certificate

80566 - National Certificate: Contact Centre and Business Process Outsourcing Support - NQF Level 3

Course Overview

This qualification 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.

Learning outcome
  • Provide effective customer service in a contact centre and/or Business Process Outsourcing centre.
  • Demonstrate knowledge of and use communication technology in a contact centre environment.
  • Range: Technology includes but is not limited to telephony, fax, email, internet, intranet, multifunction device, web-chat and SMS.
  • Capture data to track interactions.
  • Range: Data include but are not limited to personal details, communication record between agent and the customer, communication outcome, resolution path and timeframes.
  • Work effectively as a team member in a group to enhance team performance.
Course Content
  1. Contact Centre and BPO working practices
  2. Customer Service Excellence
  3. Using communication technology in a contact centre
  4. Capturing data to track interactions
Requirements
  1. Communication at NQF Level 2.
  2. Mathematical Literacy at NQF Level 2.
  3. Computer Literacy at NQF Level 3.
Duration
  • 12 months
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80566 - National Certificate: Contact Centre and Business Process Outsourcing Support - NQF Level 3​

Requirements

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

Duration

12 Months

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