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FET Certificate – Contact Centre Operations – Level 4 – 71489

Qualification Rules

Fundamental Component

The Fundamental Component consists of Unit Standards to the value of 56 credits all of
which are compulsory.
The Fundamental Component consists of Unit Standards in:

• Mathematical Literacy at NQF Level 4 to the value of 16 credits

• Communication at NQF Level 4 in a First South African Language to the value of 20 credits

• Communication in a Second South African Language at NQF Level 3 to the value of 20 credits

Core Component

The Core Component consists of Unit Standards to the value of 66 credits all of which are

compulsory.

Elective Component

The Elective Component consists of individual unit standards from which the learner must

choose unit standards totalling a minimum of 10 credits.

Modular Outline of Learning Programme

Module 1: Communication Skills

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevel
Fundamental119467 Use language and communication in occupational learning programmes 3
Fundamental 119462 Engage in sustained oral/signed communication and evaluate spoken/signed texts 3

Module 2: Language Proficiency

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevel
Fundamental 119472 Accommodate audience and context needs in oral/signed communication 3
Fundamental119457 Interpret and use information from texts 
Fundamental119465 Write/present/sign texts for a range of communicative contexts 
Fundamental119459 Write/present/sign for a wide range of contexts 

Module 3: Mathematical Literacy

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevel
Fundamental9016 Represent analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts 4
Fundamental9015 Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems 4
Fundamental 7468 Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues 4

Module 4: Principles of Contact Centre Operations

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevel
Core 10313 Comply with service levels as set out in a Contact Centre Operation 4
Core 10324Describe features, advantages and benefits of a range of products or services 4
Fundamental 12153Use the writing process to compose texts required in the business environment 4

Module 5: Contact Centre Management

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevel
Core 10323 Implement Contact Centre specific sales techniques to generate sales through a Contact Centre 4
Core 10321 Monitor and maintain performance standards in a Contact Centre 4
Core 10327 Provide coaching to personnel within a Contact Centre4

Module 6: Contact Centre customers

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevel
Elective 10331 Identify and analyse customer and market related trends impacting on Contact Centres 4
Core 10326 Identify customers of Contact Centres 4
Fundamental 119469 Read/view, analyse and respond to a variety of texts 4

Qualification Outcome

     On achieving this qualification, the learner / student will be able to:

  • 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.

International Comparability

Benchmarking was done by comparison to Unit Standards / Outcomes of learning against:

• New Zealand and Australian Qualifications where these could be sourced.

• NVQ Qualifications from Britain. In fact the NVQ have compared the unit standards in this qualification and

have approved the relevant unit standards for a period of two years.

Articulation Options

On completion of this qualification, besides careers in the formal Contact Centre industry, learners may also

be able to enter careers in

  • Contact Centre Agent/Consultant
  • Contact Centre Supervisor
  • Contact Centre Coach
  • Contact Centre Manager
  • Customer Service Representatives
  • Customer Care Consultants
  • Direct Selling
  • Sales
  • Tele Marketing
  • Data Capturing
  • Other IT Related Fields
  • Administration Clerks
  • Receptionists
  • Switchboard operators

Note

The above is an indication rather than an exhaustive listing

In addition learners can specialise in an industry sector e.g. FMCG; retail, wholesale, motor, insurance,

banking etc 

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Next FET Certificate – Generic Management – Level 4 – 57712
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