Further Education and Training Certificate: Contact Centre Operations
SAQA QUAL ID 93996 Further Education and Training Certificate: Contact Centre Operations
NQF Level 4 (132 credits)
Any individual who are or wish to be involved in the Contact Centre industry, will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management. This qualification will be registered at NQF Level 4. Portability across both areas of specialisation is therefore ensured.
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.
The National Qualification in Contact Centre operations: Level 4 is designed to meet the needs of those learners want to progress and will assist those who make Contact Centre Operations their chosen career path, in 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 4 will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who:
At the higher levels needs a set of unit standards against which to align and measure themselves.
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 Management.
Wish to extend their range of skills and knowledge of the industry so that they can become competent workers in Contact Centres.