The programme pack consists out of the following documents:  

• Overall Curriculum and Strategy Alignment document  

Per Learning Programme the following documentation makes up learning material packs: 

• Learner Guide 
• Learner Workbook (formative assessment) 
• Learner Portfolio of Evidence Guide (summative assessment) 

The purpose of this guide is to provide the learners with process and requirements of successfully completing and submitting a Portfolio of Evidence for the Overall

Final Integrated Summative Assessment against the qualification Exit Level Outcomes:

Programme

Further Education and Training Certificate: Contact Centre Operations

SAQA Qualification ID 93996: Further Education and Training Certificate: Contact Centre OperationsNQF Level 04, Minimum Credits 132Learning Programme: 71489: Contact Centre Operations is not only focused on what learners can do, but intends to develop learners holistically. In other words, learners are also required to demonstrate certain life-skills, which will not only enhance their learning,

but will also ensure that these skills are transferable to their private lives. In Outcomes-based education and training we use both formative and summative assessments:

Formative assessment

refers to assessment that takes place during the process of learning and teaching.

Summative assessment

is assessment for making a judgement about achievement. This is carried out when a learner is ready to be assessed at the end of a programme of learning.

Final Integrated Summative Assessment

is assessment done on the Exit Level outcomes of the qualification to show application of learning