Any individual who is, or wishes 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.


Modules & Courses

Module 1: Work Orientation

  • Contribute to a diverse working environment in a contact centre
  • Meet performance standards within a contact centre
  • Instill in me a personal contact centre culture
  • Work as a member of a contact centre team

Module 2: Communication

  • Access and use information from texts
  • Maintain and adapt oral and written communication
  • Use language and communication in occupational learning programmes
  • Write or present for a defined context\

Module 3: Mathematical Literacy

  • Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life-related problems
  • Interpret and use information from texts
  • Demonstrate understanding of rational and irrational numbers and number systems
  • Identify, describe, compare, classify, and explore shape and motion in 2- and 3-dimensional shapes in different contexts
  • Use mathematics to investigate and monitor the financial aspects of personal and community
  • Work with a range of patterns and functions and solve problems

Module 4: Data Capturing 

  • Collect and record information queries and requests from customers
  • Input data received onto appropriate computer packages within a contact centre
  • Gather and provide relevant information to contribute to contact centre problem-solving

Module 5: Service Excellence

  • Identify and respond to customer needs in a contact center
  • Provide information to customers in a contact centre
  • Gather and provide relevant information to contribute to contact centre problem-solving

Module 6: Inbound/Outbound Call Center Skills

  • Apply inbound call center operations within a commercial environment
  • Apply outbound call center operations within a commercial environment


Duration: 12 Months

Delivery: Classroom/Blended/Online


Grade 10

Computer Literacy


Qualifying learners could follow a career in:

  • Inbound call centre agent
  • Outbound call centre agent


Exit level Outcomes

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


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