Title of Qualification

National Vocational Certificate Level 3 in Information Technology (Call Center Agent)

Date:

2014-07-17

NVQF Level:

3

Version:

1

Total Credits:

80

Purpose of the Qualification:

To train individuals as a Call Center Agents, competent in computer operations, possess good communication skills and are able to process the inquiries services as desired by the customer, while adhering to the organizational policies and protocols.

Details of the Qualification:

Code	Comptency Standards	Level	Credits
061100188	Perform basic computer functions related to the call center operations	2	21
061100189	Demonstrate knowledge and use of internet/ intranet	2	1
061100190	Execute the role of a Call Center Agent	3	29
061100191	Exercise professional ethics/ code of conduct	2	6
061100192	Practice communication and soft skills	4	20
061100193	Memorize and present product/ training	3	2
061100194	Apply health and safety measures at work	2	1

Credit Range:

Compulsory	Elective
0	0

Equivalencies, cross credits, pre requisites:

There are no equivalences and cross credits. The per-requisites include 12 years of education (intermediate) with computer stream or metric with training in computer fundamentals or basic knowledge of computer system.

Requirements for accumulation of credits:

No requirements for accumulation of credit

Requirement for the award of the Qualification:

No prior requirements for the award of the qualification

Transition arrangements for current courses, awards etc:

No prior requirements for the award of the qualification

Standard Setting Body:

National Vocational & Technical (NAVTTC

Remarks:

ISCED Classfication:

s}quter use