FETC: Contact Centre Operations Qualification ID 93996 Level 4

This qualification can be completed as Home Study (Private Individuals) Skills Programme (Corporate Environment) or Learnerships. The pricing reflected is only applicable to Online/Blended learning. http://shop.intelligosolutions.com/intelligoshop6/index.php?id_category=...

For 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. This qualification will be registered at NQF Level 4. Portability across both areas of
specialisation is therefore ensured.

The learning assumed to be in place is only a guide in order to help the learner cope with the unit standards in the qualification. The following is the learning assumed to be in place:

Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 2 or equivalent
Learners are expected to have demonstrated competency in language Verbal and written communication skills) and numeracy at NQF Level 3 or equivalent
Learners will demonstrate competence in a Second Language (verbal and written communication skills) at NQF level 2.

How will this qualification benefit your career?

Learners working towards this qualification will find that the acquisition of competence in the unit
standards, which make up the qualification, will add value to learner`s job. This qualification is
intended to enhance the provision of entry level service within the Contact Centre Industry.

The National Qualification in Contact Centre operations: Level 4 is designed to meet the needs of
those learners want to progress and will assist those who make Contact Centre Operations their
chosen career path, in 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.
The Contact Centre industry is also fast becoming the next knowledge worker industry. All Contact
Centres are currently recruiting, training and performance managing agents. Currently Call Centres
sit inside of existing organisations within larger Industries, i.e. Banking, Insurance, and Pay-TV.
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:

• At the higher levels needs a set of unit standards against which to align and measure themselves.
• 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.

The National Certificate in Contact Centre Operations: Level 4 allows the learner to work towards a nationally recognised whole qualification. The qualification will allow both those in formal education and those already employed in Contact Centre organisations access, due to its flexibility.

The qualification focuses on the skills, knowledge, values and attitudes required to progress further within the Contact Centre industry. The intention is

• To promote the development of knowledge and skills required in Contact Centres.
• To release the potential of people.
• To provide opportunities for people to move up the value chain.

Many different roles and careers are linked to and affected by this qualification. They include, but are not limited to:

• Sales Managers
• Administration staff
• Contact Centre Managers
• Category Managers
• Sales Representatives
• Telesales Clerks
• National Account Managers
• Sales Directors
• Key Account Managers
• Client Services Clerks
• Channel Managers
• Quality Assurance staff
• Contact Centre / Call Centre Supervisors
• Contact Centre/ Call Centre Agents
• General Managers
• IT Staff

The National Certificate in Contact Centre Operations: Level 4 should produce knowledgeable, skilled people who are able to contribute to improved productivity and efficiency within the Contact Centre industry. It should provide the means for current individuals in the Contact Centre field to receive recognition of prior learning and to upgrade their skills and knowledge base. The qualification is structured in such a way that it exposes individuals to a set of core competences to give a broad understanding of Contact Centre operations and supervision, and the electives, which will allow for a specialisation of competence in either a commercial or an emergency environment. It will also promote the notion of life-long learning.

Contact Details

Contact Person: 

Isobel Rose or Meloney Harris
Course Details

NQF Level: 

Level 4

Course Delivery Method: 

E-learning E-learning

Blended Blended

In Class In Class

Distance Distance

In House In-House

Course Duration: 

3 months per unit standard module


R650.00 + VAT per unit standard (e-learning only) Learnerships also available

Course fee Includes: 

Learner material, assessment tools, summative assessment preparation tool, 1st assessment, 1st moderation, SERVICES SETA verification and SERVICES SETA uploading