Occupational Certificate: Contact Centre & Business Process Outsourcing Support
SAQA ID: 93997 | NQF Level: 3 | Credits: 124
Delivery:
Inhouse Corporate
Public Programme
Duration:
12 months
Mode:
Online Facilitated Classes
Accreditation
Quality Council for Trades
and Occupations
Program outline
Programme overview
The National Certificate in Contact Centre and Business Process Outsourcing (BPO) is designed to provide individuals with the skills and knowledge required to work effectively in a contact centre environment.
This qualification provides foundational knowledge of contact centre and BPO operations, enabling learners to deliver high-quality customer service across various sectors, including Marketing, Account Management, Sales, Hospitality, Tourism, Emergency Services, Retail, Telecommunications, Financial Services, and Credit Control.
Is this course for you?
-
- Job seekers looking to enter the call centre or support services sector
- Early-career professionals wanting formal certification
- Admin staff aiming to transition into a BPO or customer-facing role
Your advantage
Save Time and Money
Connect from anywhere in the online facilitated classes with our industry experts and fellow learners. There is no need to relocate or travel—save time and money while gaining valuable interpersonal skills by participating in collaborative projects.
Study Your Way
Our flexible online evening classes are tailored for working professionals like you. Learn at your own pace so you can balance work and study.
Are you just starting out? Then, attend our intensive foundation program and a job placement to gain the experience needed to succeed in your new career.
Personalized Learning
iFundi’s AI platform tailors your learning journey. Get customized study advice, instant feedback, and dedicated personal support every step of the way.
What will set you apart
Confidence to work in customer service or support roles
Understanding of performance metrics and contact centre workflows
Soft skills for teamwork, stress management, and professional communication
A nationally accredited certificate to open career doors in BPO or corporate admin
Module breakdown
- Learning in a Workplace
- Introduction to BPO Centres
- Time Management
- Communication at Work
- Stress Management
- Making and Receiving Calls
- Negotiation Skills
- Systems Classification
- Mathematics
Earn a certificate
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- Certification: Occupational Certificate in Contact Centre & Business Process Outsourcing Support
- Accreditation: SAQA-accredited (ID: 93997).
- NQF Level: Level 3 with 124 credits.
- Duration: 12 months
iFundi has assisted many leading companies to prepare their teams for the 4th Industrial Revolution. Ready to do the same for your workforce? Speak with one of our advisors today.
recognized by top accreditation bodies and industry leaders
What people ask
What is the difference between BPO and business process management?
BPO (Business Process Outsourcing) involves contracting third parties to handle tasks. BPM (Business Process Management) is the internal strategy for optimizing those tasks.
What is a contact centre and what is its purpose in business organisations?
A contact centre manages customer interactions across channels like phone, email, and chat, aiming to resolve queries and enhance customer satisfaction.
What does BPO stand for in business?
Business Process Outsourcing—where companies subcontract services like customer support, payroll, or IT helpdesks.
What is business process outsourcing in management information system?
It refers to using external providers to manage IT-enabled business functions, supported by digital platforms and MIS tools.
What is the relationship between BPM and BPO?
BPM designs and improves workflows, while BPO may execute those workflows externally.
What are the three types of BPO?
Offshore (another country), Nearshore (nearby country), and Onshore (within the same country).
What does contact centre management do?
Oversees staff, performance, quality standards, and technology in a customer service environment.
What are the duties of a contact centre agent?
Handling calls, resolving customer issues, recording data, and maintaining service standards.
What is the function of a contact center?
To provide efficient and consistent communication between a business and its customers.
What does BPO actually do?
Handles business operations—like HR, finance, or customer service—on behalf of other companies.
What is a business process service?
A structured service that helps companies run non-core business functions efficiently.
What is BPO called now?
Some companies now refer to BPO as Business Services or Global Business Services (GBS).
What is process management in BPO?
It’s the continuous improvement and monitoring of outsourced workflows to ensure efficiency and compliance.
What is the basic difference between BPO and BPM?
BPO is outsourcing work; BPM is improving how that work is done.
How are BPO and BPM related?
BPM strategies often support effective BPO operations by ensuring efficient processes.
What is the meaning of BPO and BPM?
BPO = Business Process Outsourcing. BPM = Business Process Management—different but interconnected business functions.