SAQA 71489:

FETC Contact Centre Operations, Level 4

NQF Level 4 | NLRD ID: 71489

Who will benefit from the programme?

The FETC: Contact Centre Operations Level 4 Qualification is intended for staff, supervisors or team leaders of aspiring managers of business units in small, medium and large organisations, or those aspiring to these positions.

Programme Structure

The Curriculum is aligned to the Further Education & Training Certificate: Contact Centre Operations 71489 Level 4 with a total credit value of 132 credits. The programme consists of Fundamentals — 56 credits, core — 66 credits and electives — 10. The programme is presented by way of lectures, group discussions, case studies and role-plays at NQF Level 4.

Admission Requirements

The minimum entry requirements for admission are:

To complete the programme successfully, and be awarded a certificate, learners must be found competent in all aspects of the assessments according to Services SETA requirements.

Assessment of Participants

Assessment is both formative and summative and includes:

Occupational Group

The programme is designed for junior managers, which includes (but is not limited to) team leaders, supervisors, foremen and section heads in these organisations or communities, or for preparing persons aspiring to junior management positions to develop the required competencies. Also for unemployed persons wishing to enter into the Financial Services Industry.

Learning Outcomes