FET Certificate: Contact Centre Operations NQF L4 SAQA ID 93996, LP 94081(New)


The National Qualification in Contact Centre operations is designed to meet the needs of those learners who want to advance themselves and will assist those who make Contact Centre Operations their chosen career path. This Accredited National Qualification is specifically aimed at Contact Centre Team Leaders and Managers.

Course Outline:

  1. Customer Service & Sales Techniques in a Contact Centre
  2. Coaching for Performance
  3. Contact Centre Operating Practices
  4. Fundamental Oral Communication Skills
  5. Fundamental Written Communication Skills
  6. Fundamental Numeracy Skills

Entrance Requirements

Grade 11 or NQF L3 qualification in relevant role. Learners must also have a good level of English literacy and numeracy.

Assessment and Award

This qualification will be assessed by means of 6 Summative Assessments and one written Centralised Final Integrated Summative Assessment. Students must have achieved a competent grade in all 6 Modules before they may attempt the written Centralised Final Integrated Summative Assessment. Exam venues are available in all major South African cities (please contact us for specific venues and dates). Fees for the Centralised Final Integrated Summative Assessment are not covered within the course fee. The current SABPP fee is R1,350 and is subject to change. A minimum mark of 65% is required before the Diploma can be awarded.

AOY Accreditation

The Academy of York is accredited by FASSET SETA, AAT(SA), HWSETA, SABPP, PMSA, CompTIA and the Institute of Certified Bookkeepers (ICB), and is provisionally registered with the Department of Higher Education and Training as a Private College.

This course is accredited by SABPP, South African Board for People Practices. The SABPP is a SAQA recognized professional body, and regulates statutory quality and standards for People Professions.

Price Before bursary R23,333
Price after bursary R14,000*
Once off payment price R12,700
Payment Plan R650 over 21.6 months
Registration Fee R1,350

*Prospective students need to contact Academy of York to determine if they qualify for a bursary

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