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Contact Centre Support NQF2

Contact Centre Support NQF2

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. 

WHO IS IT FOR?

  • Contact Centre Agent/Consultant
  • Contact Centre Supervisor
  • Contact Centre Coach
  • Customer Service Representatives
  • Customer Care Consultants
  • Contribute to a diverse working environment in a contact centre
  • Instil in myself a personal contact centre culture
  • Work as a member of a contact centre team
  • Use language and communication in occupational learning programmes
  • Identify and respond to customer needs in a contact centre
  • Provide information to customers in a contact centre
  • Maintain and adapt oral/signed communication
  • Collect and record information queries and request from customers
  • Handle a range of customer complaints in contact centres
  • Gather and provide relevant information to contribute to contact centre problem solving
  • Identify, describe, compare, classify, explore shape and motion in 2 and 3 dimensional shapes in different contexts
  • Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life related problems
  • Access and use information from texts
  • Input data received onto appropriate computer packages within a contact centre
  • Demonstrate understanding of rational and irrational numbers and number systems
  • Work with a range of patterns and functions and solve problems
  • Apply in-bound contact centre operations within a commercial environment
  • Apply out-bound contact centre operations within a commercial environment
  • Meet performance standards within a contact centre
  • Use mathematics to investigate and monitor the financial aspects of personal and community life
  • Write/present for a defined context
  • Demonstrate understanding of rational and irrational numbers and number systems
  • Work with a rage of patterns and functions and solve problems
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