Course Detail

Contact Centre Problem Solving Skills

This course develops learners’ abilities to identify, analyze, and resolve customer issues efficiently within a contact centre environment. It emphasizes critical thinking, effective communication, and practical strategies to enhance customer satisfaction and operational performance.

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Details
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Requirements

Contact Centre and Mathematical Literacy Unit Standards

13886 – Contact Centre Problem Solving

This unit standard is part of the National Certificate in Contact Centre Support at NQF Level 2. It aims to enhance entry-level service by developing competence in:

Obtaining and evaluating project information to facilitate Contact Centre problem solving
Providing advice and support regarding received information to facilitate problem solving

9009 – Mathematical Literacy Level 2

This unit standard provides credits towards the mathematical literacy requirement at NQF Level 2. Learners will develop:

A confident, insightful use of mathematics for everyday living and occupational experiences
The ability to critically understand the role of mathematics in a democratic society
Skills to organise and represent data to model situations for specific purposes
The ability to give opinions on the implications of modelled data