Contact Centre Operations – Level 4

SAQA Qualification ID: 93996

Why study Contact Centre Operations Level 4?

Contact Centre is often the central point from where all customer interactions can be managed across different channels. Contact Centre agents use email, social media, messaging, or chats to communicate with customers and handle inbound and outbound calls.

The Contact Centre industry is also fast becoming the next knowledge worker industry. An individual who wishes to be involved in the Contact Centre industry can enrol for Contact Centre Operations qualification. This qualification serves as an entry qualification into Contact Centre Operations and Management.

A Qualifying Learner will be able to:

Work with Contact Centre statistical data.
Coach others in Contact Centres.
Identify specific Contact Centre customers.
Understand and implement service levels and their monitoring in Contact Centres.
Apply specific Contact Centre sales knowledge and skills in creating and meeting sales targets and requirements.
Monitor and control Contact Centre support Staff and their meeting of targets and standards.
Manage the capture, storage and retrieval of human resources information using an information system.

Who should study Contact Centre Operations Level 4?

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