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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION: 

National Certificate: Contact Centre and Business Process Outsourcing Support 
SAQA QUAL ID QUALIFICATION TITLE
93997  National Certificate: Contact Centre and Business Process Outsourcing Support 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
The individual Primary or Delegated Quality Assurance Functionary for each Learning Programme recorded against this qualification is shown in the table at the end of this report.  SFAP - Sub-framework Assignment Pending 
QUALIFICATION TYPE FIELD SUBFIELD
National Certificate  Field 03 - Business, Commerce and Management Studies  Marketing 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  124  Level 3  NQF Level 03  Regular-Unit Stds Based 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Reregistered  SAQA 10105/14  2015-07-01  2018-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose:

This qualification is intended for persons who already work as Contact Centre and/or Business Process Outsourcing agents or who wish to join the contact centre and/or Business Process Outsourcing industry. The qualification provides an introduction to contact centre and/or Business Process Outsourcing operations. The qualification will equip learners with the underpinning knowledge and skills to be able to supply high quality customer service.

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 develops skills 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.

The qualification is the first in a learning pathway for people working in the call centre and/or BPO environments.

Learners accessing this qualification will be able to work in call centres involving marketing, account management, sales, hospitality, tourism, emergency services, retail, telecommunications, financial services, credit control, etc. The qualification covers the foundational areas of the contact centre and/or Business Process Outsourcing agent's role in the workplace.

On achieving this qualification the learner will be competent in:
  • Providing effective customer service in a contact 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.

    Rationale:

    The contact centre and/or Business Process Outsourcing industry is increasingly becoming more diverse, complex, and growing at a fast rate both nationally and internationally. Customer service is the key to success in the sector and this demands expert utilisation of technology which handles both basic and complex transactions.

    Contact centres and/or Business Process Outsourcing have become key business tools integral to the way organisations achieve their business objectives. Contact centre and/or Business Process Outsourcing is a growing industry requiring career development and progression opportunities.

    This qualification is needed to empower entry level employees to deal effectively with the public and to make a meaningful, positive contribution to customer satisfaction and to the image of the organisation. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners entering this qualification are competent in:
  • Communication at NQF Level 2.
  • Mathematical Literacy at NQF Level 2.
  • Computer Literacy at NQF Level 3.

    Competence in a second South African language would be a great advantage.

    Recognition of Prior Learning:

    The qualification may be obtained in whole or in part through the Recognition of Prior Learning.

    All Recognition of Prior Learning is subject to quality assurance by the relevant accredited Education Training Quality and Assurance Body and is conducted by an accredited workplace assessor.

    Access to the Qualification:

    This qualification is open to everyone who wishes to pursue a career in Contact Centre and/or Business Process Outsourcing industry taking into consideration "Learning Assumed to be in Place". 

  • RECOGNISE PREVIOUS LEARNING? 

    QUALIFICATION RULES 
    To be awarded the Qualification learners are required to obtain a minimum of 124 credits as detailed below.
  • The Fundamental Component consists of Unit standards to the value of 36 credits all of which are compulsory.
  • The Core Component consists of Unit Standards to the value of 55 credits all of which are compulsory.
  • The Elective Component consists of individual unit standards from which the learner must choose unit standards to the value of a minimum of 33 credits.

    Specialisations:

    People Supporting Process (Learning Programme ID 94082):
  • ID 244574: Apply knowledge of HIV/Aids to specific business sector and a workplace, Level 3, 4 credits.
  • ID 377160: Explain the fundamentals of the concepts of "'wellness'', Level 4, 8 credits.
  • ID 10170: Demonstrate understanding of employment relations in an organisation, Level 3, 3 credits.
  • ID 242863: Identify basic employment rights and responsibilities and deal appropriately with own grievances and disputes, Level 3, 4 credits.
  • ID 113915: Explain the application of the Basic Conditions of Employment Act in an employment contract, Level 3, 2 credits.
  • ID 242899: Analyse the skills development legislation and apply it in workplace, Level 4, 4 credits.
  • ID 2643778: Identify and demonstrate understanding of different types of employment contracts and how this impacts payroll administration, Level 3, 8 credits.
  • ID 264339: Demonstrate an understanding of critical values in a payroll environment, Level 4, 8 credits.
  • ID 264371: Demonstrate an understanding of the purpose of the payslips and its components, Level 3, 6 credits.
  • ID 10171: Manage the capture, capture, storage and retrieval of human resources information using an information system, Level 5, 3 credits.
  • ID 13948: Negotiate an agreement or deal in an authentic work situation, Level 4, 5 credits.
  • ID 116940: Use a graphical user interface (GUI) - based spread sheet application to solve a given problem, Level 3, 6 credits.
  • ID 10327: Provide coaching to personnel within a contact centre, Level 4, 10 credits. 

  • EXIT LEVEL OUTCOMES 
    1. Provide effective customer service in a contact centre and/or Business Process Outsourcing centre.

    2. Demonstrate knowledge of and use communication technology in a contact centre environment.
  • Range: Technology includes but is not limited to telephony, fax, email, internet, intranet, multifunction device, webchat and SMS.

    3. Capture data to track interactions.
  • Range: Data include but are not limited to personal details, communication record between agent and the customer, communication outcome, resolution path and timeframes.

    4. Work effectively as a team member in a group to enhance team performance.

    Critical Cross-Field Outcomes:

    The Critical Cross-Field Outcomes are addressed as follows in the qualification:
  • Identifying and solving problems by applying communication, questioning and active listening skills to meet customer needs and expectations and resolving their complaints/problems.
  • Working effectively with others in the workplace as a member of the team to achieve the Contact Centre's aims and objectives and meet customers' needs and expectations.
  • Organising and managing oneself and one's activities responsibly by planning own tasks in order to improve performance.
  • Collecting, analysing, organising and critically evaluating information to input and/or pull customer information from the system to meet customer needs and expectations according to organisational requirements.
  • Communicating effectively using appropriate verbal skills to answer and make calls from and to customers, including graphical representations to disseminate information to key stakeholders relating to customer's needs. 

  • ASSOCIATED ASSESSMENT CRITERIA 
    Associated Assessment Criterion for Exit Level Outcome 1:
  • The communication techniques used to handle a variety of customer interactions are described as they relate to various circumstances.
    > Range: Various circumstances include but are not limited to handling objections, complaints, customers who are distressed, confused, aggressive and abusive.
  • Communication skills are applied with customers so as to be able to handle the query
  • Communication breakdowns/barriers are recognised in order to take corrective action
    > Range: Communication breakdowns include but are not limited to communication difficulties with technology and the environment. Corrective action includes but is not limited to paraphrasing, clarifying and questioning.
  • The need to promote the organisation's image is explained in terms of building rapport with the stakeholders.
  • Methods for handling and resolving customer enquires to ensure customer satisfaction in accordance with organisational and legal requirements are described.
  • Queries are prioritised in accordance with customer situations to meet specified timeframes.
  • An action plan to meet the customer's needs and expectations is formulated.
  • Closure of enquiries is explained in accordance with organisational requirements.

    Associated Assessment Criterion for Exit Level Outcome 2:
  • The position of the various items of communication technology is located in the call centre.
  • The different types of communication technology used in a contact centre are explained in terms of their advantages and disadvantages.
  • Communication technology is used in accordance with company procedures.
  • The correct language format for each type of written text is used in accordance with accepted practice.
    > Range: Written text e-mail messages, mobile phone text, SMS text, text chat from instant messenger conversations, MMS text and Web logs.
  • Problems within a typical contact centre environment related to Communication technology are identified and described in terms of their causes and possible solutions.
    > Range: Communication technology problems may include but are not limited to failures of site, ACD, Call Routing, PABX, LAN, IVR, CTI and VoIP.

    Associated Assessment Criterion for Exit Level Outcome 3:
  • Data is gathered and collated in accordance with a Service Level Agreement (SLA).
  • The consequences of non-adherence to the SLA are described in terms of the impact on all stakeholders.

    Associated Assessment Criterion for Exit Level Outcome 4:
  • Own roles and responsibilities in the workplace are described with examples.
  • The importance of own contribution to group work in the workplace is explained in terms of its impact in achieving group and organisational goals and objectives.
  • Opportunities for personal growth and advancement are explained with examples.
  • A variety of strategies to deal with potential conflict in a team or group are described with examples. 

  • INTERNATIONAL COMPARABILITY 
    This qualification and its component unit standards have been compared with similar qualifications including short courses and/or training programmes from various countries. The United States of America, India and the Philippines are regarded as having the best practice in Contact Centre and/or BPO service delivery. Comparability was also done with training given in Australia, New Zealand, United Kingdom, Scotland, and Canada.

    International qualifications and courses offered in Contact Centre and/or BPO were examined to see how this qualification compared in scope, content, duration and qualification level.

    The Philippines:
  • Call Center Academy (CCA):

    The Philippines is one of the world's leading markets for outsourcing business processes. The Call Center Academy (CCA) was established in 2001 to address the pressing need of providing employment opportunities for the call center and business process outsourcing (BPO) industry. The Academy offers an entry-level short course (International Call Center Proficiency ICCP) training program in line with the Training Regulations for Contact Centers of TESDA accredited by TESDA designed to help candidate trainees acquire the attitude, skills and knowledge required in a call center industry. The course content compares favourably with the South African qualification although it differs in terms of duration. The course details are as follows:
  • Intensive Communications Training for English. This module emphasises on oral expression and the ability of the participants to communicate effectively and spontaneously in a corporate environment.
  • Exceptional Customer Service. This programme aims to enhance the skills of participants and teach them exceptional call handling when interacting with their customers.
  • Sales and Telemarketing. This module is designed to enhance the sales and telemarketing skills of the participants.
  • American Culture and Geography. The objective of this programme is to enable the participants to understand immense land area, which involves varied time zones, geographical regions, regional characteristics and nuances of the varied lifestyles in the US. It also includes understanding of the different speech patterns and other subtle cultural diversities brought on by history.

    The Call Center School:

    The Call Center School has worked with over 3,000 different call centers of all types and sizes. It offers a seven part programme comprising the five Core Curriculum and two elective programmes targeting frontline call agents as follows:

    Core Programmes

    The Power of One: The Difference One Agent Can Make:
  • Identify the impact each individual can have on customer satisfaction.
  • Calculate the long-term value of a customer interaction.
  • Identify opportunities where added effort can make the biggest difference.
  • Quantify the speed of answer implications of missing staff.
  • Quantify the workload and occupancy implications of plus/minus one person.

    Vocal Makeover: Techniques for a Winning Voice:
  • Identify effective warm-ups for voice to maximize clarity.
  • Identify and eliminate frequent verbal mishaps and "verbal viruses."
  • Correct volume and tempo speaking problems.
  • Find the optimal telephone voice pitch.
  • Change voice inflection to be more upbeat, energetic and enthusiastic.

    First Class Phone Manners: The Absolute Musts of Telephone Best Practices:
  • Identify the components of an effective opening and what not to do.
  • Avoid the most common telephone etiquette problems and wording.
  • Practice the recommended techniques for transferring callers or putting them on hold.
  • Identify ways to effectively close the call to leave the customer with a positive impression.
  • Recognize best practices when relying upon voice mail communications.

    Power Phrasing: Winning Word Choices for Effective Communication:
  • Describe the importance of selecting the right words to convey your message.
  • Avoid using negative phrases and wording and replace with more positive phrases.
  • Identify key phrases to work into speech to build confidence and rapport with each customer.
  • Identify visual words and phrases that can be used to replace body language to demonstrate interest and support.
  • Outline ways to keep a call on track and arrive at a positive outcome.

    Tyrant Turnaround: Going from Difficult to Delighted Callers:
  • Identify caller types and how to categorize them in order to select the right phone technique.
  • Outline proven practices for handling complaints, so that these calls become a gift instead of a nuisance.
  • Describe the steps for diffusing a caller's anger so a positive outcome can be reached.
  • Practice voice tone techniques proven to turn around an angry or hostile caller.
  • Outline steps to reduce stress after a challenging or difficult call.

    Electives:

    Email Essentials: Frontline Guide for Writing Effective Emails:
  • Describe how email communications can enhance or damage a customer relationship.
  • Define the components of an effective email opening.
  • Write complete sentences in a clear, active voice and avoid sentence fragments and improper grammar.
  • Identify words and phrases that convey a personal tone.
  • Outline commonly misspelled and misused words.
  • Practice reviewing and correcting sample email messages to enhance customer communications.

    From Service to Sales: Increasing Profitability through Customer-Focused Selling
  • Identify sales opportunities in the everyday service environment.
  • Identify up-sell opportunities at the end of a regular sales transaction.
  • Overcome fear and reluctance to making the additional offer.
  • Position the sale from the buyer's perspective.
  • Select the right words to support a "relationship selling" interaction.

    BPO Training Academy:

    The BPO Training offers a comprehensive call center training curriculum to fit the needs of those people who would like to work as a Call Center Agent or Technical Support Representative (Voice and non-voice). The company's strategic approach to BPO/Call Center Training professionalizes the career of call center agents who are considered the front liners of the industry. The Academy is registered and accredited by TESDA and an active member of the Business Processing Association of the Phillipines. It offers a comprehensive Call Centre Training (120 hours) program which provides an in-depth knowledge and hands-on practice with the skills required for immediate employment in a call center industry. The programme covers the following:
  • Grammar.
  • Accent.
  • Excellent customer service.
  • Sales techniques.
  • Proper phone handling.
  • US 101.
  • Computer.
  • Career guidance.

    United States of America (USA):

    The Call Centre Learning Solutions (CCLS) is a consulting and learning solutions firm providing training to more than 5,000 companies worldwide. It provides learning that is focused on the fundamentals, core skills, knowledge and competencies required for success in the call center. The following course is targeted to new agents who want or need a broader perspective of scope of the Call Centre and BPO industry's functions and roles and compares favourably with the South African qualification. The course details are as follows:

    Core:
  • What you need to know about the Call Center.
  • Manage your personal performance and development.
  • Customer care and call handling skills for agents.
  • Dealing with difficult customers and situations.
  • Handle stress and change.
  • Email- Learn to write right.
  • Teambuilding for Call Center Agents.

    Electives:
  • Add-on, Up Sell and Cross selling skills.
  • Solution selling Inbound Agents.
  • Mastery level selling skills for Agents -Selling Solution Plus.
  • Solution Selling for Outbound Agents.
  • Account Management and Account Cycling Large Clients.

    Velsoft:

    The institution offers a practical three-day workshop for Call Centre training. The organisation also offers courseware that can be purchased by interested persons. The course is intended to help Call Center Agents to learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. The course content is as follows:
  • Develop an understanding of the nuances of body language and verbal skills.
  • Learn aspects of verbal communication such as tone, cadence, and pitch.
  • Demonstrate an understanding of questioning and listening skills.
  • Acquire comfort with delivering bad news and saying no.
  • Learn effective ways to negotiate.
  • Understand the importance of creating and delivering meaningful messages.
  • Use tools to facilitate communication.
  • Realize the value of personalizing interactions and developing relationships.
  • Practice vocal techniques that enhance speech and communication ability.
  • Personalize techniques for managing stress.

    Edexcel:

    The results indicated that the United Kingdom qualifications authority has a Contact Centre qualification at Level III. The course is intended for Senior Contact Centre Agents, Team Leaders and Contact Centre Agents. The following content comprises the course:

    Mandatory Units:
  • Develop personal and organisational effectiveness.
  • Health and safety in ICT and Contact Centres.

    Optional A:

    Option A:
  • Contact Centre systems and technology.
  • Customer care.
  • Direct selling and customer acquisition in Contact Centres.
  • Interpersonal and written communication.
  • Performance management.
  • Remote support for products and services.
  • Staff resource planning for Contact Centres.

    Optional B:

    B (choose a maximum of two units):
  • Support learning and development.
  • Managing people and resources.
  • Managing quality.
  • Use IT systems.
  • Use IT to exchange information.
  • Use IT software.
  • Internets and intranets.
  • Email.
  • Word processing software.
  • Spreadsheets software.
  • Database software.

    King's International College:

    Certificate III in Telecommunications (Call Centres):

    The course is 20 weeks/6 months full-time course. It provides a pathway for participants to gain skills and knowledge necessary to undertake tasks within various call centre operations. The following represents the units of competency that form the qualification which compares favourably with the South African qualification.

    ICTTC200A: Use telecommunications technology in receiving incoming and making outgoing calls in the call centre environment.
    ICTTC201A: Use basic computer technology to process enterprise/customer data in the call centre environment.
    ICTTC202A: Use specific enterprise systems to satisfy customer requirements.
    ICTTC204A: Provide quality customer service.
    ICTTC213A: Provide support and assistance to customers on matters relating to a particular product or service.
    ICTTC227A: Manage personal work priorities and professional development.
    ICTTC224A: Provide basic assistance to customers in relation to account inquiries.
    ICTTC229A: Establish and manage effective relationships within the call centre team environment.
    ICTTC234A: Develop and maintain a safe workplace and environment.
    ICTTC209A: Conduct data collection for market research, opinion polls and customer surveying.
    ICTTC205A: Manage and build on relationships with customers.
    ICTTC219A: Resolve complaints dealing with specific product/service.
    ICTTC220A: Resolve customer complaints.
    ICTTC221A: Resolve the more complex customer complaints.

    Comparisons were also done with countries that face similar social, economic and technological challenges like South Africa within the SADC region in particular such as Botswana, Nigeria, Namibia, Sierra Leone, Ghana, Kenya, Nairobi, and Tanzania. The comparability focused on the qualifications and standards including learning programmes and short courses offered in the Contact Centre and/or BPO industry. Unfortunately none of these countries has been found to have qualifications and/or standards in place. South Africa therefore has been regarded as a leading country in providing training in Contact Centre and/or BPO service delivery. This qualification therefore provides a model that could be benchmarked by other countries especially within the SADC region.

    Conclusion:

    Comparing the South African Contact Centre and/or BPO support qualification and other qualifications including short courses or learning programmes, it is reasonable to conclude that the qualification compares favourably with courses in countries leading in this industry in terms of scope and content. The qualification falls well within the occupational profiles and training standards of Contact Centre and/or BPO Agents of the other countries.

    However, some of the programmes found are pegged at lower levels than the level of this qualification. 

  • ARTICULATION OPTIONS 
    The qualification articulates vertically with the:
  • ID: 71489, Further Education and Training Certificate: Contact Centre, NQF Level 4.

    This qualification articulates horizontally with the:
  • ID: 48764, National Certificate: Wholesale and Retail Sales Practice, NQF Level 3. 

  • MODERATION OPTIONS 
  • Anyone assessing a learner or moderating the assessment of a learner against this Qualification must be registered as an assessor with the relevant Education, Training, Quality, Assurance (ETQA) Body.
  • Any institution offering learning that will enable the achievement of this Qualification must be accredited as a provider with the relevant ETQA.
  • Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQA`s policies and guidelines for assessment and moderation; in terms of agreements reached around assessment and moderation between ETQA`s (including professional bodies); and in terms of the moderation guideline detailed immediately below.
  • Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standards as well as the integrated competence described in the qualification.
  • Anyone wishing to be assessed against this Qualification may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant ETQA. 

  • CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    For an applicant to register as an assessor, the applicant needs:
  • To have achieved a minimum of a NQF Level 4 Qualification related to the focus area of Contact Centre and/or BPO.
  • To have a minimum of three years practical, relevant occupational experience in the focus area of Contact Centre and/or BPO.
  • Registered as an assessor with the relevant ETQA. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this qualification was Reregistered in 2012; 2015. 

    UNIT STANDARDS: 
      ID UNIT STANDARD TITLE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
    Core  14348  Process incoming and outgoing telephone calls  Level 2  NQF Level 02 
    Core  115772  Use time management techniques to manage time in a financial services environment  Level 2  NQF Level 02 
    Core  13912  Apply knowledge of self and team in order to develop a plan to enhance team performance  Level 3  NQF Level 03 
    Core  377460  Collect and record information queries and requests from customers  Level 3  NQF Level 03 
    Core  377441  Communicate with customers in a Contact Centre and BPO  Level 3  NQF Level 03  10 
    Core  377420  Demonstrate an understanding of Contact Centre and BPO working practices  Level 3  NQF Level 03 
    Core  377401  Handle a range of customer complaints in a Contact Centre and BPO  Level 3  NQF Level 03  10 
    Core  244589  Identify causes of stress and techniques to manage it in the workplace  Level 3  NQF Level 03 
    Core  377421  Manage in-bound and/or out-bound calls in a Contact Centre  Level 3  NQF Level 03 
    Core  110025  Process data using information technology  Level 4  NQF Level 04 
    Fundamental  119472  Accommodate audience and context needs in oral/signed communication  Level 3  NQF Level 03 
    Fundamental  9010  Demonstrate an understanding of the use of different number bases and measurement units and an awareness of error in the context of relevant calculations  Level 3  NQF Level 03 
    Fundamental  9013  Describe, apply, analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts  Level 3  NQF Level 03 
    Fundamental  119457  Interpret and use information from texts  Level 3  NQF Level 03 
    Fundamental  9012  Investigate life and work related problems using data and probabilities  Level 3  NQF Level 03 
    Fundamental  119467  Use language and communication in occupational learning programmes  Level 3  NQF Level 03 
    Fundamental  7456  Use mathematics to investigate and monitor the financial aspects of personal, business and national issues  Level 3  NQF Level 03 
    Fundamental  119465  Write/present/sign texts for a range of communicative contexts  Level 3  NQF Level 03 
    Elective  259639  Explain basic health and safety principles in and around the workplace  Level 2  NQF Level 02 
    Elective  113918  Explain the implications of the Financial Advisors and Intermediaries Services` Act, (FAIS) for employees in financial services organisations  Level 2  NQF Level 02 
    Elective  9302  Access information in order to respond to client enquiries in a financial services environment  Level 3  NQF Level 03 
    Elective  244574  Apply knowledge of HIV/AIDS to a specific business sector and a workplace  Level 3  NQF Level 03 
    Elective  264371  Demonstrate an understanding of the purpose of the payslip and its components  Level 3  NQF Level 03 
    Elective  10170  Demonstrate understanding of employment relations in an organisation  Level 3  NQF Level 03 
    Elective  113915  Explain the application of the basic conditions of employment act in an employment contract  Level 3  NQF Level 03 
    Elective  264377  Identify and demonstrate understanding of different types of employment contracts and how this impacts payroll administration  Level 3  NQF Level 03 
    Elective  242863  Identify basic employment rights and responsibilities and deal appropriately with own grievances and disputes  Level 3  NQF Level 03 
    Elective  116940  Use a Graphical User Interface (GUI)-based spreadsheet application to solve a given problem  Level 3  NQF Level 03 
    Elective  242899  Analyse the skills development legislation and apply it in the workplace  Level 4  NQF Level 04 
    Elective  117129  Apply the regulations for disclosure that are required as part of the financial sales process  Level 4  NQF Level 04 
    Elective  116610  Assess and allocate debt collecting accounts according to risk profile  Level 4  NQF Level 04 
    Elective  252213  Carry out marketing administration within agreed parameters  Level 4  NQF Level 04 
    Elective  252248  Certify certificates of origin and other commercial documents  Level 4  NQF Level 04 
    Elective  116606  Communicate orally with relevant stakeholders in the recovery of debt  Level 4  NQF Level 04 
    Elective  116598  Compile debtor correspondence in accordance with legislation and standard procedures  Level 4  NQF Level 04 
    Elective  117834  Conduct exhibition telemarketing  Level 4  NQF Level 04 
    Elective  242897  Define supplier specifications  Level 4  NQF Level 04 
    Elective  264339  Demonstrate an understanding of critical ethical values in a payroll environment  Level 4  NQF Level 04 
    Elective  116608  Demonstrate knowledge and application of ethical conduct in a debt recovery work context  Level 4  NQF Level 04 
    Elective  12164  Demonstrate knowledge and insight of the Financial Advisory and Intermediary Services Act (FAIS) (Act 37 of 2002)  Level 4  NQF Level 04 
    Elective  12745  Demonstrate knowledge and understanding of accounting practice and procedures associated with the collection of debts  Level 4  NQF Level 04 
    Elective  242584  Demonstrate knowledge and understanding of the Financial Advisory and Intermediary Services Act 2002 (FAIS) (Act 37 of 2002) as it impacts on a specific financial services sub-sector  Level 4  NQF Level 04 
    Elective  117117  Describe standard insurance cover in terms of SASRIA  Level 4  NQF Level 04 
    Elective  377160  Explain the fundamentals of the concepts of 'wellness'  Level 4  Level TBA: Pre-2009 was L4 
    Elective  259458  Interpret classification systems in order to organise, retrieve and dispose of records  Level 4  NQF Level 04 
    Elective  116601  Manage credit grantor portfolio  Level 4  NQF Level 04 
    Elective  116599  Manage debtor portfolio  Level 4  NQF Level 04 
    Elective  13948  Negotiate an agreement or deal in an authentic work situation  Level 4  NQF Level 04 
    Elective  10327  Provide coaching to personnel within a Contact Centre  Level 4  NQF Level 04  10 
    Elective  10171  Manage the capture, storage and retrieval of human resources information using an information system  Level 5  Level TBA: Pre-2009 was L5 


    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    LP ID Learning Programme Title Originator Pre-2009
    NQF Level
    NQF Level Min Credits Learning Prog End Date Quality
    Assurance
    Functionary
    NQF Sub-Framework
    80566  National Certificate: Contact Centre and Business Process Outsourcing Support  Generic Provider - Field 03  Level 3  NQF Level 03  124     SERVICES  OQSF 
    94082  National Certificate: Contact Centre and Business Process Outsourcing Support: People Supporting Process  Generic Provider - Field 03  Not Applicable  NQF Level 03  124     SABPP  OQSF 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THESE LEARNING PROGRAMMES: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    LP ID Learning Programme Title Accredited Provider
    80566  National Certificate: Contact Centre and Business Process Outsourcing Support  1. ACADEMY BUSINESS SCHOOL
    2. ALTRON TMT PTY LTD
    3. AMATHUBA HUB
    4. BATOHI CONSULTING T OR A EUREKA TALENT SOLUTIONS
    5. BC TRAINING ACADEMY
    6. BDCE
    7. BRIGHT IDEA PROJECTS 447 PTY LTD T OR A MIND THE GAP
    8. C L SKILLS MANAGEMENT CC
    9. CAREERBOX
    10. CBM TRAINING PTY LTD
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