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

This qualification 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.

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:

• 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

Qualification Modules

LP 1: Orientation to Contact Centre (12 credits)
(13872, 10354)

LP 2: Occupational Learning (15 credits)
(8967, 119454, 13874)

LP 3: Numeracy Skills (13 credits)
(7469, 7480, 9008, 9007)

LP 4: Service Excellence (16 credits)
(10348, 13873)

LP 5: Problem-Solving Skills (7 credits)
(13886, 9009)

LP 6: Business Writing Skills (10 credits)
(119463, 119456)

LP 7: Inbound Contact Centre Skills (46 credits)
(13885, 10350, 10349, 10353, 10358)

LP 8: Outbound Contact Centre Skills (8 credits)
(13883)

Learning Outcomes

• 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 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: