National Certificate: Contact Centre Support NQF 2

Developing people for greater results

South Africa’s contact centre industry has doubled in size in the last five years. Skilled and experienced contact centre agents are in short supply. Contact centre salaries have increased considerably faster than the rate of inflation. Up to ninety percent of all new agents are now appointed without any prior contact centre experience. The only sustainable solution to these challenges is to increase the pool of well-trained agents.

This programme is especially designed to prepare new entrants to work in the contact centre industry. On completion of this programme, candidates are ready to perform. Our experience has shown that the commitment and motivation of agents undertaking a learnership is usually better than an average agent in a contact centre. Learners reciprocate the opportunity given to them with a willingness to work for a lower salary and with greater commitment to the company. This results in noticeable improvements in schedule adherence, absenteeism, retention, the service provided, and quality of calls.

This programme is structured around five main development areas:

• Working in a Contact Centre
• Making and Receiving Calls
• Computer Skills
• Working in a Team
• Problem Solving in the Workplace

Participants will gain practical and invaluable skills relating to:

• Professional behaviour in the workplace
• Customer service
• Communication
• Exchanging information with a customer
• Resolving customer queries
• Handling complaints and escalations
• Taking ownership and resolving problems
• Inputting and retrieving information from computer systems
• Working as a team member

Benefits for your company

• Attractive tax breaks for each learner hosted
• Reduced training and recruitment costs
• Lower salary costs, without a compromise in quality
• Improved staff retention
• Improved service levels
• Contribution to job creation
• Earning Broad Based Black Economic Empowerment Points