Contact Centre Management Fundamentals

The Contact Centre Management Fundamentals course equips learners with the essential skills to

effectively manage and lead contact centre operations. This comprehensive program covers

introductory management principles, communication, operational supervision, and advanced

management techniques. Students will gain expertise in people management, industrial relations,

contact centre technologies, quality management, supplier and customer management, and

financial management concepts. Through practical exercises, learners will develop the ability to

optimize contact centre performance, enhance customer satisfaction, and manage teams

efficiently. Aligned with NQF Levels 4, 5, and 6, this course is designed for individuals aspiring to

excel in contact centre management roles. The following compulsory knowledge modules are

included:

• 143905000-KM-01: Introductory Studies for Contact Centre Managers (4 Credits, NQF Level

4)

• 143905000-KM-02: Communication (4 Credits, NQF Level 4)

• 143905000-KM-03: Operational Supervision (4 Credits, NQF Level 4)

• 143905000-KM-04: Operational Management (4 Credits, NQF Level 5)

• 143905000-KM-05: People Management (6 Credits, NQF Level 5)

• 143905000-KM-06: Industrial Relations Management (8 Credits, NQF Level 5)

• 143905000-KM-07: Contact Centre Technology, Systems and Processes (10 Credits, NQF

Level 5)

• 143905000-KM-08: Contact Centre Quality Management (10 Credits, NQF Level 5) 

• 143905000-KM-09: Supplier Management (10 Credits, NQF Level 6)

• 143905000-KM-10: Customer Management (10 Credits, NQF Level 6)

• 143905000-KM-11: Financial Management Concepts (10 Credits, NQF Level 5