Learning Programme

Contact Centre Support Level 2

Learning Assumed to be in Place:

The assumption is that candidates accessing this People Solutions qualification have competence in the following knowledge areas:

  • Numeracy at NQF Level 1 or equivalent.
  • English (verbal and written communication skills) at NQF Level 1 or equivalent.
  • A Second Language (verbal and written communication skills) at NQF Level 1 or equivalent.
  • Computer operating skills at NQF Level 2 or equivalent.

PURPOSE OF THE QUALIFICATION

  • The purpose of the learnership aims to provide skills and knowledge to individuals who are in or wish to work in the contact centre industry.
  • The qualification is an entry-level programme in the industry’s contact centre operations and management functions.
  • The purpose of the learnership is to enhance the delivery of entry-level service in the contact centre industry through developing critical business skills and career pathing in this high-growth industry.
  • Through the qualification, candidates can develop skills, knowledge, values and attitudes that promote skills required from contact centre employees.

THE LEARNING MODULES

  • Teamwork
  • Interpersonal Skills
  • Telephone Skills
  • Problem Solving (Including Numeracy)
  • Telesales
  • Service Excellence
  • Written Business Communication (Including Presentations

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