CONTACT CENTRE OPERATIONS NQF LEVEL 4 SAQA ID 93996/ 21791

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

Qualification ID: 93996 – NQF Level 4
Credits: 132
Modules: 7
Duration: 12 Months

OUTCOMES

On achieving this qualification, the learner will be able to:

Understand and implement service levels and their monitoring in Contact Centres.
Monitor and control Contact Centre support Staff and their meeting of targets and standards.
Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.
Identify specific Contact Centre customers.
Coach others in Contact Centres.
Work with Contact Centre statistical data.

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.