National Certificate: Contact Centre and Business Process Outsourcing Support NQF Level 3
Workshop Purpose: The qualification 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.
Modules Covered: On completion of this workshop participants will be able to:
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, webchat 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.
Methodology: Experiential: Activities, work related exercises, case studies, work place assignments and role plays to ensure transfer from workshop to workplace. A Portfolio of Evidence which consists of Formative & Summative Assessments.
Duration: Spread over a one year time period with classroom learning (30%) and workplace learning (70%).
