CONTACT CENTRE LEARNERSHIPS

Duration

This qualification is run over 12 months and includes, on average, 3 days of classroom (instructor-led) training each month.

Delivery Method

Training will take place using the tried-and-tested benefits of instructor-led learning.

For large groups (10 or more), training times can be arranged according to your date and time requirements, delivered on-site at your premises or through a host company. 

Alternatively, individual learners can join an open group by clicking on the Enquire/Register Now button. 

Who Should Attend

• Candidates who intend to build a career in Contact Centre operations and management.
• Candidates who have worked in Contact Centres for many years and have not yet attained a formal qualification.
• Candidates who would like to extend their range of skills and knowledge of the industry to become more competent workers in Contact Centres.

Prerequisites

To ensure that you align your learners to the appropriate qualifications, we have built in a thorough pre-assessment process. Entry requirements for this course include:

• Competency against unit standards in Contact Centres at NQF Level 2
• Verbal and written Communication and Mathematical Literacy at NQF level 3
• Second language at NQF Level 2

Qualification Modules

LP 1: Introduction to Contact Centres

LP 2: Business Communication (20 credits)
(119462, 119469, 119459, 12153)

LP 3: Occupational Learning and Second Language Communication (20 credits)
(119467, 119472, 119457, 119465)

LP 4: Financial and Mathematical Literacy (16 credits)
(7468, 9015, 9016)

LP 5: Contact Centre Customers and Sales Techniques (22 credits)
(10326, 10323, 10324)

LP 6: Contact Centre Service Levels and Statistical Data (22 credits)
(10313, 10322)

LP 7: Contact Centre Performance and Coaching (22 credits
(10321, 10327)

LP 8: Contact Centre Supervisory Activities (18 Credits)
(10328)

Learning Outcomes

• 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 others in Contact Centres.
• Work with Contact Centre statistical data.

The Secret To Success

A Learnership is an extremely complex  and often challenging project that requires:

Learner engagement, retention and completion is dependent on a number of key factors: