Any individual who are or wish to be involved in the Contact Centre industry, will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management. This qualification will be registered at NQF Level 4. Portability across both areas of specialisation is therefore ensured.
Learners working towards this qualification will find that the acquisition of competence in the unit standards, which make up the qualification, will add value to learner`s job. This qualification is intended to enhance the provision of entry level service within the Contact Centre Industry.
Rationale of the qualification
The National Qualification in Contact Centre operations: Level 4 is designed to meet the needs of those learners want to progress and will assist those who make Contact Centre Operations their chosen career path, in the field of Contact Centres. Contact Centres have become key business tools – integral to the way organisations achieve their business objectives. Contact Centres are a new industry – there is a need to develop career paths in this field, and it is a high growth industry constantly in need of skilled people.
The Contact Centre industry is also fast becoming the next knowledge worker industry. All Contact Centres are currently recruiting, training and performance managing agents. Currently Call Centres sit inside of existing organisations within larger Industries, i.e. Banking, Insurance, Pay-TV.
The Contact Centre National Certificate at NQF Level 4 will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who:
At the higher levels needs a set of unit standards against which to align and measure themselves.
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 Management.
Wish to extend their range of skills and knowledge of the industry so that they can become competent workers in Contact Centres.
The National Certificate in Contact Centre Operations: Level 4 allows the learner to work towards a nationally recognised whole qualification. The qualification will allow both those in formal education and those already employed in Contact Centre organisations access, due to its flexibility.
The qualification focuses on the skills, knowledge, values and attitudes required to progress further within the Contact Centre industry. The intention is
To promote the development of knowledge and skills that are required in Contact Centres.
To release the potential of people.
To provide opportunities for people to move up the value chain.
Many different roles and careers are linked to and affected by this qualification. They include, but are not limited to:
Contact Centre Managers
National Account Managers
Key Account Managers
Client Services Clerks
Quality Assurance staff
Contact Centre / Call Centre Supervisors
Contact Centre/ Call Centre Agents
The National Certificate in Contact Centre Operations: Level 4, should produce knowledgeable, skilled people who are able to contribute to improved productivity and efficiency within the Contact Centre industry. It should provide the means for current individuals in the Contact Centre field to receive recognition of prior learning and to upgrade their skills and knowledge base. The qualification is structured in such a way that it exposes individuals to a set of core competences to give a broad understanding of Contact Centre operations and supervision, and the electives, which will allow for a specialisation of competence in either a commercial or an emergency environment. It will also promote the notion of life-long learning.
The learning assumed to be in place is only a guide in order to help the learner cope with the unit standards in the qualification. The following is the learning assumed to be in place:
Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 2 or equivalent
Learners are expected to have demonstrated competency in language Verbal and written communication skills) and numeracy at NQF Level 3 or equivalent
Learners will demonstrate competence in a Second Language (verbal and written communication skills) at NQF level 2.
Recognition of prior learning
The structure of this Unit Standard based Qualification makes the Recognition of Prior Learning possible, if the learner is able to demonstrate competence in the knowledge, skills, values and attitudes implicit in this.
This Recognition of Prior Learning may allow:
For accelerated access to further learning.
Gaining of credits towards a unit standard.
All Recognition of Prior Learning is subject to quality assurance by the relevant accredited Education, Training, Quality, Assurance Body and is conducted by an accredited workplace assessor.
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
It is compulsory therefore for learners to do Communication in two different South African languages, one at NQF Level 4 and the other at NQF Level 3.
All Unit Standards in the Fundamental Component are compulsory.
The Core Component consists of Unit Standards to the value of 66 credits all of which are compulsory.
Learners are to choose Unit Standards to a minimum of 10 credits from the Elective Component.
Managing People (Learning Programme ID 94081):
ID 10980: Induct a new employee, Level 4, 4 credits.
ID 10981: Supervise work unit to achieve work unit objectives (individuals and teams), Level 4, 12 credits.
ID 10978: Recruit and select candidates to fill defined positions, Level 4, 10 credits.
ID 117877: Perform one-to-one training on the job, Level 4, 4 credits.
ID 242655: Demonstrate knowledge and application of ethical conduct in a business environment, Level 4, 4 credits.
ID 252035: Select and coach first line managers, Level 5, 8 credits.
ID 113915: Explain the application of the Basic Conditions of Employment Act in an employment contract, Level 3, 2 credits.
ID 114215: Mentor a colleague to enhance the individual’s knowledge, skills, values and attitudes in a selected career path, Level 4, 3 credits.
ID 242815: Apply the organisation’s code of conduct in a work environment, Level 4, 5 credits.
ID 114941: Apply knowledge of HIV/Aids to specific business sector and a workplace, Level 3, 4 credits.
ID 10327: Provide coaching to personnel within a contact centre, Level 4, 10 credits.
ID 10171: Manage the capture, capture, storage and retrieval of human resources information using an information system, Level 5, 3 credits.
ID 114884: Co-ordinate the improvement of productivity within a functional unit, Level 4, 8 Credits.
On achieving this qualification, the learner 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.
In particular assessors should check that the learner must demonstrate an ability to consider a range of options and make decisions about:
.> Service levels are understood and applied in the specific Contact Centre.
Performance standards by others are identified, monitored and coaching applied where necessary.
Contact Centre specific selling skills are understood and applied in order to meet performance requirements.
Statistical data is retrieved and correlated.
Because assessment practices must be open, transparent, fair, valid, and reliable and ensure that no learner is disadvantaged in any way whatsoever, an integrated assessment approach is incorporated into the qualification.
As it is a Unit Standard based Qualification, both formative and summative assessment processes are accounted for.