Jobs Learnerships Internships Apprenticeships
National Certificate: Contact Centre and Business Process Outsourcing Support Learnership (NQF Level 3)
SAQA ID: 93997
Level: 3 | Credits: 126
Duration: 12 months
Overview
This accredited learnership is ideal for individuals working in or aspiring to join the contact centre and business process outsourcing (BPO) sector. It provides foundational knowledge and practical skills to excel in customer service and operational roles, equipping learners to deliver exceptional customer experiences.
What You Will Learn
Customer Service Excellence:
- Deliver high-quality service and project a positive organisational image.
Team Collaboration:
- Work effectively within teams to improve overall performance.
Communication Technology:
- Use relevant communication tools and platforms in a contact centre environment.
Data Management:
- Capture and process data to track and enhance customer interactions.
Key Modules
- Contact Centre and BPO Practices (9 credits): Foundational principles and best practices.
- Effective Communication Skills (15 credits): Mastering clear and professional communication.
- Using Mathematical Literacy (16 credits): Applying basic math skills in workplace scenarios.
- Making and Receiving Calls (11 credits): Techniques for handling inbound and outbound calls.
- Communicating with Customers (20 credits): Building customer relationships through effective dialogue.
- Debt Recovery (23 credits): Managing collections and recovering overdue payments.
- Data Processing (19 credits): Handling and organising customer and operational data.
- Time and Stress Management (4 credits): Improving personal productivity and reducing stress.
- Team Performance and Safety Awareness (9 credits): Enhancing teamwork and workplace safety.
Who Should Enroll?
This learnership is suitable for:
- Individuals entering the contact centre or BPO industry.
- Current employees seeking to improve customer engagement and operational skills.
- Businesses aiming to enhance customer service and operational efficiency.
Why Choose This Learnership?
- Improve Customer Service: Equip employees with skills in communication, problem-solving, and customer interaction.
- Boost Efficiency: Enhance skills in call handling, workflow management, and data processing.
- Increase Job Satisfaction: Investing in employee development fosters engagement and retention.
Accreditation
This learnership is accredited by SAQA (ID: 93997) and aligns with industry standards, ensuring participants gain recognised and relevant qualifications.
Interested? Download the program outline or contact us to learn how this learnership can transform careers and businesses.
Jobs Learnerships Internships Apprenticeships
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