SayPro Buy Contact Centre Operation Training Material 71490

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.

Rationale of the qualification:

The National Qualification in Contact Centre Support: Level 2 is designed to meet the needs of those learners who enter 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, PAY-TV.

The Contact Centre National Certificate at NQF Level 2 will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who:

• 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 Support.
• 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 Support: Level 2 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 has building blocks that can be developed further and will lead to a more defined Contact Centre career path at various NQF levels. It also focuses on the skills, knowledge, values and attitudes required to progress further. The intention is:

• To promote the development of knowledge and skills that are 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
• Contact Centre Managers
• Sales Representatives
• National Account Managers
• Key Account Managers
• Channel Managers
• Contact Centre/Call Centre Supervisors
• General Managers
• Administration Staff
• Category Managers
• Telesales Clerks
• Sales Directors
• Client Services Clerks
• Quality Assurance Staff
• Contact Centre/Call Centre Agents
• IT Staff

  The National Certificate in Contact Centre Support: Level 2, 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 support operations 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. 

• Numeracy at NQF Level 1 or equivalent.
• English (verbal and written communication skills) at NQF Level 1 or equivalent.
• A Second Language (verbal and written communication skills) at NQF Level 1 or equivalent.
• Computer operating skills at NQF Level 2 or equivalent.

  Recognition of prior learning:

  The structure of this Unit Standard based Qualification makes the Recognition of Prior Learning possible, if the learner is able to demonstrate competence in the knowledge, skills, values and attitudes implicit in this Contact Centre Support Qualification.

  This Recognition of Prior Learning may allow:

• For accelerated access to further learning.
• Gaining of credits towards a unit standard.

  All recognition of Prior Learning is subject to quality assurance by the relevant accredited Education, Training, Quality, Assurance Body and is conducted by an accredited workplace assessor. 

FUNDAMENTAL COMPONENT

The Fundamental Component consists of Unit Standards in:

• Mathematical Literacy at Level 2 to the value of 16 credits
• Communication at Level 2 in a First South African Language to the value of 20 credits.

  All Unit Standards, to the value of 36 credits, in the Fundamental Component are compulsory.

  CORE COMPONENT

  The Core Component consists of Unit Standards to the value of 76 credits all of which are compulsory.

  ELECTIVE COMPONENT

  The Elective Component consists of individual unit standards from which the learner must choose unit standards totalling a minimum of 16 credits. 

• Identify Contact Centre customers and their needs.
• Respond to customers with factual and accurate information.
• Gather and process data specifically related to Contact Centres.
• Operate as a team member in a diverse working environment.
• Perform to the required standards and requirements.
• Implement and articulate operational activities in a Contact Centre. 

• The identification and response to Contact Centre customer needs and requirements.
• Contact Centre specific data gathering processes and procedures.
• Team membership responsibilities and the importance of self development.
• Performance levels and the meeting of these levels.
• Operational activities are implemented and applied.

  Integrated Assessment:

  Because assessment practices must be open, transparent, fair, valid, and reliable and ensure that no learner is disadvantaged in any way whatsoever, an integrated assessment approach is incorporated into the qualification.

  As it is a Unit Standard based Qualification, both formative and summative assessment processes are accounted for. 

• New Zealand and Australian Qualifications where these could be sourced.
• NVQ Qualifications from Britain. In fact the NVQ have compared the unit standards in this qualification and have approved the relevant unit standards for a period of two years. 

• Contact Centre Agent/Consultant
• Contact Centre Supervisor
• Contact Centre Coach
• Contact Centre Manager
• Customer Service Representatives
• Customer Care Consultants
• Direct Selling
• Sales
• Tele Marketing
• Data Capturing
• Other IT Related Fields
• Administration Clerks
• Receptionists
• Switchboard Operators

  Note:

  1. The above is an indication rather than an exhaustive listing.
  2. In addition learners can specialise in an industry sector e.g. FMCG; Retail, Wholesale, Motor, Insurance, Banking, etc. 

• Anyone assessing a learner or moderating the assessment of a learner against this Qualification must be registered as an assessor with the relevant Education, Training, Quality, Assurance (ETQA) Body.
• Any institution offering learning that will enable the achievement of this Qualification must be accredited as a provider with the relevant ETQA.
• Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQA`s policies and guidelines for assessment and moderation; in terms of agreements reached around assessment and moderation between ETQA`s (including professional bodies); and in terms of the moderation guideline detailed immediately below.
• Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standards as well as the integrated competence described in the qualification.

  Anyone wishing to be assessed against this Qualification may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant ETQA. 

• A minimum of 2 (two) years practical, relevant occupational experience.
• To be declared competent in all the outcomes of the National Assessor Unit Standards as stipulated by South African Qualifications Authority (SAQA).
• Detailed documentary proof of educational qualification, practical training undergone, and experience gained by the applicant must be provided (Portfolio of Evidence).