|
| Qualification ID 71490, NQF level 2, 130 credits |
 |
|
Massive Tax Savings for Learnerships
According to Section 12H of the Income Tax Act, by implementing
a learnership within your organisation you can benefit by gaining a R60
000 tax rebate per learner. The objective of this tax incentive is to
encourage job creation by reducing the cost of hiring and training
employees through learnerships and to encourage human capacity
development. A further learnership grant is available from the various Seta's to the value of R18 000 per learner.
"Recognition of prior learning (RPL) is a process
whereby, through assessment, credit is given to learning which has
already been acquired in different ways". – SAQA
Should you wish your staff to be RPL'd, they will not lose any
time in training and will use the knowledge they have gained through
workplace experience to complete their PoE. Alternatively the learners
will training. Learners have between six and 12 months to complete our
qualifications. |
The National Qualification in Contact Centre Support: Level 2 is
designed to meet the needs of those learners who enter the field of
Contact Centres. Contact Centres have become key business tools -
integral to the way organisations achieve their business objectives.
Contact Centres are a new industry - there is a need to develop career
paths in this field, and it is a high growth industry constantly in
need of skilled people. The Contact Centre industry is also fast becoming the next
knowledge worker industry. All Contact Centres are currently
recruiting, training and performance managing agents.
Who Should Attend
- Contact Centre Agent/Consultants
- Contact Centre Supervisors
- Customer Service Representatives
- Customer Care Consultants
- Telemarketers
- Data Capturers
- Administration Clerks
- Receptionists
- Switchboard Operators
Course Objectives
On completion of this course, learners will be able to:
- Deal with more customers, more efficiently
- Reduce call queuing
- Reduce personal stress
- Reduce call wrap up time
- Reduce data entry errors
- Reduce abandoned calls
- Improve in customer service
- Increase management information without needing further support staff
Course Outline
Module One – Contact Centre Culture
This module
provides the Learner with an understanding of a Contact Centre,
identifying the customer needs from a Contact Centre and instilling a
Contact Centre Culture. Module Two – Telephone Skills
Telephone
Communication deserves the most attention in a Contact Centre. Oral
communication, listening skills, responding to enquiries and
complaints, accuracy in capturing data and taking messages are of
extreme importance and requires specific skills. Module Three – Computer Skills
This module covers using the World Wide Web and producing spreadsheets and word processing documents for business
Module Four – Working in a team
Successful Contact
Centres require teamwork. Teamwork requires the ability to identify and
respect diversity of team members and managing any conflict that may
arise in a team. Problem solving within a Contact Centre contributes to
a productive environment. Assessment Process
We assess each individual outcome and assessment criteria and
then also assess them on an integrated and holistic viewpoint. Our
extensive experience of training this content has shown that the more
practical and applied the assessment tool, the better. The tools used fall into the following categories:
- Formative and Summative assessment during the contact-time with the facilitator
- Post-programme activities (including the final assessment against the unit standard outcomes) an integrated view
|
