Contact Centre (Call Centre Training)

National Certificate: Contact Centre Support NQF 2
(QUAL I.D: 71490) 

This qualification (after adequate call centre training) serves as the entry qualification into Contact Centre operations and is designed to enable learners to work as Contact Centre Agents.

ferns contact v2Learning programmes for this qualification:  

  • Orientation into Contact Centres
  • Call Centre Training
  • Problem Solving
  • Teamwork
  • Interpersonal Skills
  • Telesales
  • Customer Service
  • Business Communication for Contact Centre Agents

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

National Certificate: Contact Centre & Business Process Outsourcing  NQF 3
(QUAL I.D: 80566)

Learners will be provided with competencies to handle both inbound and outbound interactions/traffic, within different types of operations of contact centre and/or Business Process Outsourcing. The qualification develops skills in the use of various communication channels e.g. telephone, fax, email, internet, intranet, multifunction devices, webchat, SMS and letters. The qualification also increase skills development in dealing with walk-in clients. The qualification will also provide learning opportunities in the knowledge and skills required to perform back office processes and tasks. Learners will have the opportunity to learn, develop and practice the skills required to make an effective contribution in a general contact centre and/or Business Process Outsourcing environment.

Learning programmes for this qualification:

  • Exceeding Customer Expectations
  • Effective Management in the BPO Industry
  • Teamwork
  • Numeracy in the BPO Industry
  • Basic Finance, Debt Collection
  • FAIS and FICA
  • Sasria
  • Negotiation Skills

On achieving this qualification, the learner will be able to:

  • Providing effective customer service in a contact centre/call centre and/or Business Process Outsourcing industry.
  • Using communication technology in a contact centre.
  • Capturing data to track interactions.
  • Working effectively as a team member in a group.

National Certificate: Contact Centre Operations NQF 4
(QUAL I.D: 71489)

Management is a critical skill in the workplace - good leaders result in high performing teams and high performing teams achieve great success. This qualification will equip a new or existing contact centre leader to work more efficiently as a Contact Centre Team leader/Supervisor.

Learning programmes for this qualification:

  • Team Leadership
  • Service excellence
  • Coaching

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/Call Centre support staff and their meeting of targets and standards
  • Apply specific Contact Centre/Call Centre sales knowledge and skills in creating and meeting sales targets and requirements
  • Identify specific Contact Centre/Call Centre customers
  • Coach others in Contact Centres/Call Centres
  • Work with Contact Centre/Call Centre statistical data


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People Solutions is an accredited Private FET College, registered with Department of Higher Education and Training, Umalusi and Services SETA. We also enjoy partnership with other quality Training Providers where we extend our product offering.
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