Contact Centre and Business Process Outsourcing Support NQF Level 3 SAQA ID 93997

Looking to Score Valuable BEE points or Take Charge Of Your Personal And Professional Development

Qualification ID: 93997 – NQF Level 3
Credits: 124
Modules: 10
Duration: 12 Months

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. 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. 

OUTCOMES

1. Provide effective customer service in a contact centre and/or Business Process Outsourcing centre. 

2. 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. 

    3. 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. 

    4. Work effectively as a team member in a group to enhance team performance. 

BEE Benefits:

Skills development is a priority element which amounts to 20 points (and 5 bonus points) of the total scorecard points. The minimum of 40% of the points within this element must be scored to avoid dropping a level.

Companies can only score points on skills development if there is sufficient evidence indicating that previously disadvantaged are being trained in scarce and critical skills. This means that a company can include training conducted on any person that satisfies the definition of black as per the BEE Codes of Good Practice regardless of employment status.

 

 

Contact Details

Contact Person: 

Tracey
Contact: BConsult
Course Details

Unit Standard: 

93997

NQF Level: 

Level 3

Credits: 

124

Course Delivery Method: 

In Class In Class

In House In-House

Course Duration: 

12 months

Cost: 

contact Tracey for further information

Course fee Includes: 

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