| DISTANCE
LEARNING
Centre-ing Services has been contracted to provide
skills programmes for INTEC/ Damelin Correspondence, who are
part of the International Colleges Group and who are leaders
in the field of distant learning.
The skills programmes deal with various aspects and levels
of customer service provision.
International comparability. Benchmarking was done by comparison
to Unit Standards / Outcomes of learning against New Zealand
and Australian Qualifications where these could be sourced
and NVQ Qualifications from Britain. In fact the NVQ have
compared the unit standards in these qualifications and have
approved the relevant unit standards for a period of two years.
The standards covered in these programmes are also EU compatible.
If you wish to access the registered qualifications and standards
for contact centres, go to http://www.saqa.org.za
, click on Registered qualifications & standards on the
left hand side, then when the next page appears use their
search facility for the following searches:
| Title |
ID |
NQF
level |
Contact centre support
Contact centre operations
Contact centre management
|
21793
21791
21792 |
2
4
5 |
The unit standards for NQF level 3 (certificate) and level
6 (degree) are currently being developed and will be issued
early in 2004.
If you require further information, please send your specific
queries to centserv@iafrica.com
| Contact
Centre Operations at NQF Level 4 |
- National Certificate in Contact Centre Operations
(Team Leaders, Coaches, Supervisors, Telesales
personnel) at NQF Level 4
This 135 – credit qualification programme
has been designed and compiled by content
specialist service providers and assessors
who have been accredited by the Services SETA.
The skills programme is based on and aligned
with the National Qualifications Standard
(NQF) requirements that will provide evidence
to qualify for a South African Qualifications
Authority (SAQA) further education and training
certificate.
This skills programme has been endorsed by
the Call Centre Institute of South Africa
(CCISA) who are the certification and continuous
professional development partner to the Services
SETA and who manage the certification process
for the Contact Centre Industry.
The skills programme content fully supports
the outcomes and learner-ship provisions of
the Services SETA qualification registered
with SAQA : NLRD 21791
Those who operate in the field of customer
service, and who undergo this comprehensive
learning will not only comply with the minimum
standards set but will be positioned to achieve
mastery in the application of the learned
material.
|
| Click For
More Info ... |
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| Contact
Centre Management Diploma at NQF Level 5 |
- In many ways the contact centre is the shop
window of the organisation, and the place of
contact where customer perceptions of the organisation
and brand are formed. To manage this challenging
environment requires expertise in understanding
and responding to the dynamics and processes
that characterise the business and the customer
interface.
|
| Click For More Info ... |
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| Contact
Centre Support (Agent) Certificate at NQF Level 2 |
- Inbound and outbound call handling in both
commercial and emergency customer contact centres
are a very fast growing sector of the service
economy. Learners who follow this skills programme
gain the specific skills, attitudes and values
required to become a fully accredited contact
centre agent.
Already, in the UK 6 to 10% of the entire workforce
is involved in call handling. In South Africa
the trend is the same. As a Contact Centre agent
have an opportunity to participate in an exhilarating
time of growth and development and the emerging
of a customer service profession.
Understanding the fundamentals of this exciting
career will enable you to improve your employment
opportunities as a service professional, whether
or not you are already in the industry.
* This programme is now also offered in Mozambique
|
| Click
For More Info ... |
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| BUILDING
AND MAINTAINING CUSTOMER RELATIONSHIPS |
- CRM [Customer Relationship Management] strategies,
programmes and systems have emerged as the fastest
growing area within customer service and contact
centre operations, which are in turn one of
the fastest growing areas of the world economy.
|
| Click For More
Info ... |
|
ICG/Damelin Correspondence Contact details:
http://www.icg.edu.za
Tel: +27.21.417 6700
Fax: +27.21.415 6570
Email: info@icg.edu.za
|
