Courses

Qualifications are learning programmes that are formally recognised and quality assured by the South African Quality Authority, and are delivered by accredited providers. Upon completion of such a programme a learner is assessed against predetermined outcomes and criteria to receive a certificate, diploma or degree which is nationally recognised.		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.

National Certificate: Contact Centre Operations, NQF 4 Leading people for greater results The best contact centre agents are typically promoted to become team leaders and supervisors with little preparation for their new responsibility. Team leaders can manage between 10 to 15 agents. Organisations often miss a great opportunity to improve the performance of their entire contact centre by not providing the necessary training to supervisors.		Skills Programmes Entry Level The i-Fundi skills programme for entry level staff develops fundamental professional, customer interaction and computer skills. Our entry level skills programme is highly effective in providing agents with a solid understanding of their role in the contact centre and the means to be more successful in that role.

Skills Programmes Supervisor The i-Fundi skills programme for supervisors is delivered onsite at your facility and covers topics related to personal mastery, leadership, and operational management. Our skills programme is highly effective in providing real content coupled with an approach to set your supervisors and staff up for success!