National Certificate: Contact Centre NQF L3 SAQA ID 93997, LP 94082 (New)


 This Accredited National Qualification is intended for persons who already work as Contact Centre and/or Business Process Outsourcing agents or who wish to join the contact centre and/or Business Process Outsourcing industry. The qualification provides an introduction to contact centre and/or Business Process Outsourcing operations. The qualification will equip learners with the underpinning knowledge and skills to be able to supply high quality customer service.

Learners will be provided with competencies to handle both inbound and outbound interactions/traffic, within different types of operations of contact centre and/or Business Process Outsourcing.

Overall, this qualification will ensure that learners are capable of:

  • Providing effective customer service in a contact centre and/or Business Process Outsourcing industry.
  • Using communication technology in a contact centre.
  • Capturing data to track interactions.
  • Working effectively as a team member in a group.


Course Outline

  1. Contact Centre & Business Working Practices
  2. Managing Self, Team, Time & Stress
  3. Communicating with Customers in a Contact Centre
  4. Data Processing & Information Systems
  5. Fundamental Oral Communication Skills
  6. Fundamental Written Communication Skills
  7. Mathematical Literacy

Entrance Requirements

Grade 10 or NQF L2 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 7 Summative Assessments and one written Centralised Final Integrated Summative Assessment. Students must have achieved a competent grade in all 7 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.

Course Name: National Certificate: Contact Centre (CCC100)
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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