National Certificate:
Contact Centre and Business Process Outsourcing Support Learnership NQF Level 3
Level 3 | SAQA ID – 93997
Unleash exceptional customer experiences with our Contact Centre and Business Process Outsourcing Support Learnership.
- Duration: 12 months
- Credits: 126
Contact Centre Learnership Overview
Accredited Contact Centre and Business Process Outsourcing Support Learnership
This learnership is suitable for individuals that are already involved in or wish to be a part of the contact centre or business process outsourcing industry. Students will gain valuable entry level knowledge to kickstart their careers in this field.
These skills include delivering high quality customer service, portraying a positive image of an organisation, effective communication methods, how to perform back office processes and more.
What your staff will learn
- Provide effective customer service in a contact centre and/or Business Process Outsourcing centre
- Work effectively as a team member in a group to enhance team performance
- Demonstrate knowledge of and use communication technology in a contact centre environment
- Capture data to track interactions
Details to know
Our learnerships are conducted with maximum use of practical application of the skills acquired. After facilitator led training has taken place via the course material, group work and scenario driven exchanges, learners will have the opportunity to relate the information back to their workplace. We offer a fun and relaxed learning environment, where participants will learn from each other, gain knowledge and acquire skills that will result in improved work performance.
This qualification is designed for any individual who is, or wishes to be, part of the contact centre and/or business process outsourcing industry. It will give students entry level skills they need to excel in this area of your organisation.
Upon completion students will be able to work in call centres involving marketing, account management, sales, hospitality, tourism, emergency services, retail, telecommunications, financial services, credit control, etc.
Learners will need competency in the following areas:
- Communication at NQF level 2
- Mathematical Literacy at NQF level 1
- Computer Literacy at NQF Level 3
After completing a Contact Centre and Business Process Outsourcing Support NQF Level 3 learnership an individual can work in the following roles:
- Customer Service Representative
- Call Centre Agent
- Technical Support Specialist
- Team Leader or Supervisor
- Quality Assurance Analyst
This learnership is accredited with Services SETA, a learnership quality assurance service that specialises in the world of work. By choosing a learnership that is accredited with a SETA, you can ensure you are obtain BEE points for your Skills Development efforts and your students receive an education that is of high quality.
Businesses that we have done staff training for:
Why you should choose this Learnership
How to make the most of a Contact Centre and Business Process Outsourcing Support Learnership
Enhance the customer service of your business by giving your staff training in customer engagement, communication and problem solving
Increase operational efficiency by giving your staff the skills in call handling, data management and workflow process
Improve employee retention and engagement by investing in their skills. This will create a positive environment and job satisfaction
Contact Centre and Business Process Outsourcing Modules
Contact Centre and Business Processing Outsourcing Level 3 Modules
- LP 1: Contact Centre and BPO Practices (9 credits)
- LP 2: Effective Communication Skills (15 Credits)
- LP 3: Using Mathematical Literacy where necessary (16 credits)
- LP 4: Making and Receiving Calls (11 Credits)
- LP 5: Communicating with Customers (20 Credits)
- LP 6: Debt Recovery (23 credits)
- LP 7: Data processing (19 credits)
- LP 8: Time and stress management (4 credits)
- LP 9: Team Performance and safety awareness (9 credits)