PAKISTAN NATIONAL VOCATIONAL QUALIFICATION SUMMARY SHEET

 

 1. Title of Qualification
Version #
Date
  0611ICT07- National Vocational Certificate Level 3 in Information Technology (Call Center Agent)
1
2014-07-17

 

 2. NVQF Level
   Level
3

 

 3. Total Credits
 
80.0

 

 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
061100194Apply health and safety measures at work21
061100193Memorize and present product/ training32
061100192Practice communication and soft skills420
061100191Exercise professional ethics/ code of conduct26
061100190Execute the role of a Call Center Agent329
061100189Demonstrate knowledge and use of internet/ intranet21
061100188Perform basic computer functions related to the call center operations221

 

 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

 

 12. Remarks
 

 

 13. ISCED Classfication
 
Computer use | 0611

 

 

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