13884 Call Centre outline

Unit Standard ID:13884 – Level 3 – Credits 16

Title: Apply in bound and out-bound Contact Centre operations within an emergency context

Start date: 27/01/2009  End date: 27/01/2012

Introduction:   

This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner's job. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry. This standard also intends to assist learners in the provision of telephonic emergency services within a Contact Centre context.

RPL: (Recognition of Prior Learning): 

A learner who requests RPL will be required to meet all the criteria set out under the assessment criteria and assessment notes in this unit standard

Target group:

Individuals who wish to work in a call centre

Expert level requirements:

• Numeracy at NQF Level 1 or equivalent.

• English, verbal and written communication at NQF Level 2 or equivalent.

Certification:

A certificate of competence will be issued based on the following:

• Theoretical and practical assessments during programme;
• Summative assessment

Duration:

2 Days

COURSE PROVIDER – IKHONO FUNDA TRAINING

COURSE OUTLINE

• Retrieving calls within a Contact Centre from customers in emergency situations
• Documenting information from customers in emergency situations
• Responding within a Contact Centre to emergencies
• Following up on customers in emergency situations