QCTO and the Contact Centre slide of the live presentation
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This was a 2 hour discussion with Q&A of the QCTO, where it is going and the programmes that are being affected by the changes. Our Operations Director, Jennifer Quinn, has worked on many QCTO curriculum working groups, and shares her experience of what is going on in the Contact Centre space. If you would like to now more, or are looking for an experienced partner in learning, eAssessment and ePortfolios please feel free to reach out to us. This is an example of why P4PSA is the leader in the digital learning space - and we have the excusive license to offer P4P eAssessment and ePortfolio platform in South Africa, ensuring that all your assessment of learning is tracked and aligned to the governance requirements of the SETA's, the QCTO as well as professional body requirements. Our team of digital learning experts that provide a holistic service to continually develop, and project manage digital learning from end to end. To build the competencies and experience of learners, assessors, facilitators, clients, ETQA’s and key stakeholders Contact us www.p4p.co.za Darryn@p4p.co.za Jennifer@p4p.co.za (Watch the Live session here) https://www.youtube.com/watch?v=he6NN07_3bg&feature=youtu.be
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QCTO and the Contact Centre slide of the live presentation
- 2. Terminology changes and abbreviations Abbreviation Definition What it means QCTO Quality Council for Trade and Occupations The council responsible for qualification design and accreditation of training providers AQP Assessment quality partner Partner appointed by QCTO to manage relevant qualification (tends to be the historical SETA) AC Assessment Centre Accredited centre to conduct the Exit Integrated Summative Assessment SDP Skills Development Provider Training provider accredited to conduct knowledge and practical modules and that has a SLA with a workplace for the workplace modules QDF Qualifications Development Facilitator SME Subject matter expert Subject matter expert that can facilitate, assess or moderate FISA Final Integrated Summative Assessment The exit assessment for a skills programme EISA Exit integrated summative assessment The exit assessment for a part or full qualification KM Knowledge Module Curriculum defined in the qualification around the knowledge required for the job that the qualification is aligned to. PM Practical Module Curriculum defined in the qualification around the practical skills required for the job that the qualification is aligned to WM Workplace Module Curriculum defined in the qualification around the workplace evidence required to prove the performance of the job. IAC Internal Assessment Criteria (same as historical assessment criteria guiding on how to assess knowledge modules) AK Applied knowledge Knowledge required to assist with the application of a practical skill defined in the practical module WE Workplace experience Evidence required by the learner to collect from the work experience section of the programme SE Supporting evidence The evidence that can be sued to provide proof of achieving the workplace experience that will be signed off in the workplace.
- 3. Terminology no longer in use Term Why not Fundamental unit standard The modules in the new qualification do not exist as separate qualifications so cannot be offered as standalone programmes; these have expired and are not going to be renewed. Core unit standards Elective unit standards Formative assessment You will now assess the knowledge, practical and workplace modules that will be assessed and signed off. Once achieved the learner will receive a Statement of Achievement from the provider so that they learner • will do the FISA on the skills programme via the SDP • or the learner can apply for the EISA via the QCTO. Summative assessment This has been replaced by the FISA or the EISA
- 4. Types of qualifications Skills Programmes • Minimum 8 credits • Registered with QCTO • Not registered with SAQA • Contains • Knowledge Modules • Practical Modules • Workplace Modules • FISA • Managed and exited by SDP Part Qualifications • Maximum 119 credits • Registered with QCTO • Registered with SAQA • Contains • Knowledge Modules • Practical Modules • Workplace Modules • EISA • Curriculum assessment managed by SDP • EISA managed by Assessment Centre Full Qualifications • Minimum 120 credits • Registered with QCTO • Registered with SAQA • Contains • Knowledge Modules • Practical Modules • Workplace Modules • EISA • Curriculum assessment managed by SDP • EISA managed by Assessment Centr
- 5. New Career Path for Contact Centre Occupational Certificate: Contact Centre Agent • Level 4 • Credits 120 • Debt Collection Agent part qual credits 56 • Centre Sales Agent part qual credits 72 • Contact centre customer service agent part qual credits 56 • Knowledge module credits 28 • Practical module credits 26 • Workplace module credits 66 Higher Occupational Certificate Contact Centre Supervisor • Level 5 • Credits 120 • Full qualification no parts • Knowledge module 30 credits • Practical modules 40 credits • Workplace modules 50 credits. Occupation Certificate: Contact Centre Manager • Level 5 • Credits 285 • Knowledge module credits 80 • Practical module credits 98 • Workplace module credits 107 Need to align to current Contact Centre Level 3 Need to align to current FET Generic Management level 4 Need to align to current Generic Management level 5
- 6. Full Qualification and Part Qualifications Contact Centre Agent Knowledge Module Knowledge topic 1 Knowledge topic 2 Knowledge topic 3 Knowledge topic 4 Practical Module Practical Skill 1 Practical Skill 2 Practical Skill 3 Workplace module Workplace Experience 1 Workplace Experience 2 Workplace Experience 3
- 7. Full Qualification and Part Qualifications Contact Centre Agent Knowledge Module Knowledge topic 1 Knowledge topic 2 Knowledge topic 3 Knowledge topic 4 Practical Module Practical Skill 1 Practical Skill 2 Practical Skill 3 Workplace module Workplace Experience 1 Workplace Experience 2 Workplace Experience 3
- 8. Full Qualification and Part Qualifications Contact Centre Debt Collector Knowledge Module Knowledge topic 1 Practical Module Practical Skill 1 Workplace module Workplace Experience 1
- 9. Full Qualification and Part Qualifications Customer Service Agent Knowledge Module Knowledge topic 2 Practical Module Practical Skill 2 Workplace module Workplace Experience 2
- 10. Full Qualification and Part Qualifications Sales Agent Knowledge Module Knowledge topic 3 Knowledge topic 4 Practical Module Practical Skill 3 Workplace module Workplace Experience 3
- 11. Full Qualification and Part Qualifications Debt Collection Supervisor Knowledge Module Knowledge topic 1 Knowledge topic 2 Knowledge topic 3 Knowledge topic 4 Practical Module Practical Skill 1 Practical Skill 2 Practical Skill 3 Workplace module Workplace Experience 1 Workplace Experience 2 Workplace Experience 3
- 12. Full Qualification is the parent and Part Qualification is extracted from the parent Debt Collection Supervisor Knowledge Module Knowledge topic 1 Knowledge topic 2 Knowledge topic 3 Knowledge topic 4 Practical Module Practical Skill 1 Practical Skill 2 Practical Skill 3 Workplace module Workplace Experience 1 Workplace Experience 2 Workplace Experience 3
- 13. Part Qualifications Debt Collection Team Leader Knowledge Module Knowledge topic 2 Knowledge topic 4 Practical Module Practical Skill 2 Workplace module Workplace Experience 2
- 14. New Career Path for Debt Collection Industry • Skills Programme • Credits 25, Level 4 • Managed by FASSET Trainee Debt Collector • Part Qualification • Credits 75, Level 4 • Managed by Service SETA Debt Collector Call Centre Agent • Part Qualification • Credits 75 Level 5 • Managed by FASSET SETA Debt Collection Team Leader • Full Qualification • Credits 129 Level 5 • Managed by FASSET SETA Debt Collection Supervisor • Full Qualification • Credits 285 Level 5 • Managed by Service SETA Contact Centre Manager