FET Certificate: Contact Centre Operation - Managing People

Contact Centre Operations –  Managing People

SAQA ID 93996

This is offered by Boston City Campus & Business College as a Learnership Programme ONLY.

Please request the additional information from the Learnership Department.

MODULES

•       Introduction to PC*

•       Windows*

•       Understanding the Internet*

•       Outlook*

•       Service Skills**

•       Customer Relations**

•       Staff Relations**

•       Trend Analysis**

•       Literacy Skills**

•         Numeracy Skills**

•       Second Language**

All modules are compulsory unless otherwise specified and must be passed.

*Formative Assessments are undertaken and the highest grade achieved in Formative Assessment is retained. The final grade is based on the Summative Assessment only. A maximum of one (1) additional supplementary assessment opportunity is provided for the Summative assessment, which will be charged for.

**Each module requires a Portfolio of Evidence (PoE) that includes Formative and Summative Assessments. Both are used to assess Competence against Specific Outcomes (SO) and Assessment Criteria (AC). In addition, Learners complete a Final Integrated Summative Assessment (FISA) and must be found Competent in this assessment.

A SABPP Learner Management fee, Student Membership fee and Assessment Fee will be charged separately.

 

OUTCOMES

•       Operate effectively in the workplace using a number of Windows-based end-user applications

•       Be able to communicate effectively

•       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 other employees working in Contact Centres

•       Work with and analyse Contact Centre statistical data

 

ENTRY REQUIREMENT

Grade 11 Certificate; or National Certificate (Vocational) L3; or equivalent qualification.

 

PROGRAMME CATEGORY

OCCUPATIONAL QUALIFICATION

On successful completion of both the theory and practical components the Learner will be issued a Boston Statement of Results indicating the unit standards covered

Boston will apply, on behalf of the Learner, to the SABPP for verification of the Learner’s results. On successful verification the Learner will be issued a Further Education and Training Certificate: Contact Centre Operations with specialisation Managing People SAQA ID 93996, NQF Level 4, 132 credits from SABPP

 

FURTHER STUDY OPPORTUNITIES

On successful completion the Learner may apply for admission with advanced placement to a Boston Short Learning Programme which has a National Senior Certificate or equivalent qualification as the entry requirement.