Section 12H — this learnership qualifies the employer for the Income Tax Act allowance, on top of the B-BBEE skills development spend it earns.
LearnershipOccupational CertificateSAQA-Registered QualificationBusiness & Admin ServicesManagement & LeadershipCustomer ServiceOperations & ProductionCustomer serviceQuality managementField 11 – ServicesOQSF – Occupational Qualifications Sub-frameworkBlendedNationalB-BBEE skills development spendCounts as an absorbed learner opportunitySection 12H tax allowance
- NQF level
- 5
- Credits
- 285
- Duration
- 18 months
- Training days
- 30 contact days
- SAQA ID
- 99687
- SAQA subfield
- Consumer Services
- Prior learning
- Recognised
- SAQA registration ends
- 2025-12-30
This programme runs longer than 12 months, so fees are charged per year — year two is billed in the second year and apportioned according to how quickly the learner completes. Fees depend on learner numbers, funding route and delivery model, so we quote per client rather than publish a price.
What the learner will be able to do
- Manage and control costs of a contact centre.
- Manage and control operational planning and the achievement of operational targets.
- Manage personnel employed in a contact centre.
- Manage customer and supplier relations.
- Manage and assure the achievement of contact centre quality standards.
- Manage and control the efficiency of contact centre processes and technology.
Entry requirements
NQF Level 4 (Martic) with communication,mathematical literacy and basic computer skills
What this leads on to
Horizontal articulation opportunities include:
National Diploma: Customer Management, Level 5 (ID 20908).
National Certificate: Generic Management, Level 5 (ID 59201).
National Diploma: Contact Cen
Want a quote for this programme, or not sure it is the right fit?