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 Type	Unit Standard Code	Unit Standard Title	Level	Credits
Core	13872	Instil in myself a personal contact centre culture	4	4
Core	13874	Work as a member of a contact centre team work	4	5
Core	10354	Contribute to a diverse working environment in a Contact Centre	2	8

Customer Service 2 days

Unit Standard Type	Unit Standard Code	Unit Standard Title	Level	Credits
Core	10348	Identify and respond to customer needs in a contact centre	2	12
Core	10350	Collect and record information queries and requests from customers	2	8
Core	13885	Provide information to customers in a contact centre	2	12
Core	13886	Gather and provide relevant information to contribute to contact centre problem solving	3	5
Core	13873	Handle a range of customer complaints in Contact Centres	4	4

Computer Skills 1 day

Unit Standard Type	Unit Standard Code	Unit Standard Title	Level	Credits
Core	10349	Input data received onto appropriate computer packages within a Contact Centre	2	12

Call Handling Skills 2 days

Unit Standard Type	Unit Standard Code	Unit Standard Title	Level	Credits
Core	10353	Meet performance standard within a contact centre	2	6
Fundamental	8962/119454	Maintain and adapt oral \ signed communication	2	5
Elective	10358	Apply in bound contact centre operations within a commercial environment	2	8
Elective	13883	Apply out bound contact centre operations within a commercial environment	3	8

Business Communication 2 days

Unit Standard Type	Unit Standard Code	Unit Standard Title	Level	Credits
Fundamental	119456	Write \present for defined context	2	5
Fundamental	119463	Access and use information from texts	2	5
Fundamental	8967	Use Language and communication in Occupational learning programmes	2	5

Numeracy 2 days

Unit Standard Type	Unit Standard Code	Unit Standard Title	Level	Credits
Fundamental	7469	Use mathematics to investigate and monitor the financial aspects of personal and community life	2	2
Fundamental	9007	Work with a range of patterns and functions and solve problems	2	5
Fundamental	9009	Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life related problems	2	3
Fundamental	9008	Identify, describe, compare, classify, explore shape and motion in 2-3 dimensional shape in different contexts.	2	3
Fundamental	7480	Demonstrate understanding of rational and irrational numbers and number systems	2	3

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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