Further Education and Training Certificate: Contact Centre Operations (Call Centre)

This course covers the foundational and functional areas of Contact Centre agents in the workplace

Course will be offered via a blended learning method, learners will therefore be afforded contact sessions as well as online learning, with access to the facilitator, programme coordinator, assessor and moderator, who will be available to offer you support when needed.

Programme Modules

Module 1 : Introduction to Contact Centres (1 contact session)
Continuous Assessments – Tasks, Assignments, Activities
Module 2: Occupational Learning & Verbal Communication (1 contact session)
Continuous Assessments – Tasks, Assignments, Activities
Module 3 : Business communication (2 contact sessions)
Continuous Assessments – Tasks, Assignments, Activities
Module 4 : Financial Management and  Maths Literacy (1 contact session)
Continuous Assessments – Tasks, Assignments, Activities
Module 5: Contact Centre Customers and Sales  (1 contact session)
Continuous Assessments – Tasks, Assignments, Activities
Module 6: Contact Centre Service levels and statistical data (2 contact sessions)
Continuous Assessments – Tasks, Assignments, Activities
Module 7: Contact Centre performance and coaching  (2 contact sessions)
Continuous Assessments – Tasks, Assignments, Activities
Module 8: Customer Analysis (1 contact session)
Continuous Assessments – Tasks, Assignments, Activities

Portfolio of Evidence
Final Summative Assessment – Practical Activities (Workplace exposure, students will be placed in a company to ensure practical activities can be completed, Moderation, Certification