Purpose

This qualification serves as the entry level into Contact Centre operations and management. It is designed to meet the needs of those learners who enter the field of Contact Centers. Learners may access this qualification through the process of Recognition of Prior Learning (RPL).

Exit Outcomes:

Upon achieving this Qualification, the learner will be able to: 

• 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

Duration: 12 Months

Learners will spend up to 40 days in the classroom and the rest in the workplace applying learnt skills and knowledge through coaching.

Learning and Assessment

Our methodology is interactive and experiential. Learning, teaching and assessment are integrated. Several practical assignments where learners apply knowledge, skills and attitude are covered.