Contact Centre Operations (93996) – NQF Level 4

Duration: 12 months
Target Group: Contact Centre Personnel
Prerequisite: Communication at NQF level 3, Mathematical Literacy at NQF Level 3
Credits: 132 credits
Certification: Services SETA-accredited Certificate


This qualification is designed to meet the needs of learners who want to progress and will assist those who want to make Contact Centre Operations their chosen career path, in the field of Contact Centres.


At the end of the skills programme, learners will be able to:

  • Understand and implement services levels and the monitoring in contact centres.
  • Monitor and control contact centre support staff and their meeting of targets and standards.
  • Apply specific contact centre sales and knowledge and skills in creating and meeting sales targets and requirements.
  • Identify specific contact centre customers.
  • Coach others in contact centres.
  • Work with contact centre statistical data.


  • Communication Skills
  • Language Proficiency
  • Service Levels
  • Performance and Coaching
  • Contact Centre Sales
  • Market Related Trends