Contact Centre and Business Process Outsourcing Support NQF Level 3

What is the Contact Centre NQF level 3 qualification?


This is a SAQA (ID: 93997) qualification that has been designed for people who want to qualify as:

  • Contact centre support agents or Business Process Outsourcing (BPO) Agents OR
  • Who wish to join a contact centre or Business Process Outsourcing (BPO) environment.

The contact centre and Business Process Outsourcing sector is seen as an exciting fast-growing industry where South African companies have the opportunity to grow and excel both nationally and internationally.


Why is the Contact Centre NQF Level 3 qualification important?


The qualification provides an introduction to contact centre and/or Business Process Outsourcing (BPO) operations and will equip learners with the basic knowledge and skills to confidently work in a contact centre or BPO company.


What skills does the Contact Centre NQF Level 3 course teach?


By the end of the course, learners will be able to:

  • Show effective customer service conduct in a contact centre and/or Business Process Outsourcing (BPO) centre.
  • Demonstrate knowledge of and use communication technology in a contact centre/ BPO environment. Technology includes but is not limited to telephony, fax, email, internet, intranet, multifunction device, webchat and SMS.
  • Capture data to track interactions. Data includes for example: personal details, communication record between agent and the customer, communication outcome, resolution path and timeframes.
  • Work effectively as a team member in a group to enhance team performance.

What are the entrance criteria for the course?


It is assumed that learners entering this qualification are competent in:

  • Communications.
  • Mathematical Literacy.
  • Computer Literacy.

Competence in a second South African language would be a great advantage.

The qualification may be obtained in whole or in part through the Recognition of Prior Learning.


To find out more call i-Fundi on 0861 678 882 or click here to complete an information request form.