| 1. Title of Qualification |
Version # |
Date |
| |
0611ICT07- National Vocational Certificate Level 3 in Information Technology (Call Center Agent) |
1 |
2014-07-17 |
| 4. 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. |
| 5. Details of Qualification |
|
|
| |
Code |
Competency Standards |
Level |
Credit |
| 061100194 | Apply health and safety measures at work | 2 | 1 | | 061100193 | Memorize and present product/ training | 3 | 2 | | 061100192 | Practice communication and soft skills | 4 | 20 | | 061100191 | Exercise professional ethics/ code of conduct | 2 | 6 | | 061100190 | Execute the role of a Call Center Agent | 3 | 29 | | 061100189 | Demonstrate knowledge and use of internet/ intranet | 2 | 1 | | 061100188 | Perform basic computer functions related to the call center operations | 2 | 21 |
| 6. Credit Range |
Compulsory |
Elective |
| |
|
0.0 |
0.0 |
| 7. 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. |
| 8. Requirements for accumulation of credits
|
| |
No requirements for accumulation of credit |
| 9. Requirement for the award of the Qualification
|
| |
No prior requirements for the award of the qualification |
| 10. Transition arrangements for current courses, awards etc
|
| |
No transition arrangements for current courses, awards etc. |
| 11. Standard Setting Body
|
| |
NAVTTC |
| 13. ISCED Classfication
|
| |
Computer use | 0611 |
|