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. The qualification develops skills in the use of various communication channels e.g. telephone, fax, email, internet, intranet, multifunction devices, webchat, SMS and letters. The qualification also increase skills development in dealing with walk-in clients. The qualification will also provide learning opportunities in the knowledge and skills required to perform back office processes and tasks. Learners will have the opportunity to learn, develop and practice the skills required to make an effective contribution in a general contact centre and/or Business Process Outsourcing environment.
Learning programmes for this qualification:

Exceeding Customer Expectations
Effective Management in the BPO Industry
Numeracy in the BPO Industry
Basic Finance, Debt Collection
Negotiation Skills

On achieving this qualification, the learner will be able to:
Providing effective customer service in a contact centre/call 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.