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National Certificate – Contact Centre Support – Level 2 – 71490

Qualification Rules

In keeping with SAQA requirements, the qualification is made up of unit standards that are classified as Fundamental, Core and Elective. A minimum of 128 credits is required to complete the qualification as follows:
Fundamental Component

All unit standards totalling 36 credits are compulsory.

Core Component

All unit standards totalling 76 credits are compulsory.

Elective Component

Learners are to choose unit standards totalling a minimum of 16 credits.   

Modular Outline of Learning Programme

Contact Centre Culture and Teamwork 2 days

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevelCredits
Core13872Instil in myself a personal contact centre culture44
Core13874Work as a member of a contact centre team work45
Core10354Contribute to a diverse working environment in a Contact Centre 28

Customer Service 2 days

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevelCredits
Core10348Identify and respond to customer needs in a contact centre212
Core10350Collect and record information queries and requests from customers28
Core13885Provide information to customers in a contact centre212
Core13886Gather and provide relevant information to contribute to contact centre problem solving35
Core13873Handle a range of customer complaints in Contact Centres 44

Computer Skills 1 day

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevelCredits
Core10349Input data received onto appropriate computer packages within a Contact Centre 212

Call Handling Skills 2 days

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevelCredits
Core10353Meet performance standard within a contact centre26
Fundamental8962/119454Maintain and adapt oral \ signed communication25
Elective10358Apply in bound contact centre operations within a commercial environment28
Elective13883Apply out bound contact centre operations within a commercial environment38

Business Communication 2 days

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevelCredits
Fundamental119456Write \present for defined context25
Fundamental119463Access and use information from texts25
Fundamental8967Use Language and communication in Occupational learning programmes25

Numeracy 2 days

Unit Standard TypeUnit Standard CodeUnit Standard TitleLevelCredits
Fundamental7469Use mathematics to investigate and monitor the financial aspects of personal and community life22
Fundamental9007Work with a range of patterns and functions and solve problems25
Fundamental9009Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life related problems23
Fundamental9008Identify, describe, compare, classify, explore shape and motion in 2-3 dimensional shape in different contexts.23
Fundamental7480Demonstrate understanding of rational and irrational numbers and number systems23

Qualification Outcome

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

  • 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.

Candidates exiting this qualification before completion, retain the credits for Unit Standards successfully completed and may carry them over to other qualifications to which they are applicable. Candidates may also retain the credits until a later stage should studies be recommended

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Previous National Certificate – Contact Centre and Business Process Outsourcing Support – Level 3 – 93997
Next National Certificate – Generic Management – Level 5 – 59201
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