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 benefits staff, supervisors or team leaders or 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 credits). The programme is presented via 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 is both formative and summative and includes:

Occupational Group

This programme is designed for junior managers and includes (but is not limited to) team leaders, supervisors, foremen and section heads in the contact centre environment. The qualification also develops the required competencies in individuals aspiring to junior management positions. Unemployed individuals who want to enter the Financial Services industry will also benefit from this programme.

Learning Outcomes