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.

 

Contact Details

Contact Person: 

Tracey
Course Details

Unit Standard: 

93996 / 21791

NQF Level: 

Level 4

Credits: 

132

Course Delivery Method: 

In Class In Class

Course Duration: 

12 months

Cost: 

contact Tracey for further information

Course fee Includes: 

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