Teleservices FETAC Level 6 - Module Code B30140
Programme Aim
This module has been designed to provide learners with the appropriate skills and knowledge to operate effectively in a call centre environment as a call centre agent.
Learners who successfully complete this module will:
- Understand technological systems and processes used by national and international call centres.
- Gain an understanding of how to represent their organisation effectively
- Appreciate the importance of working as part of a team
- Understand the requirements for offering an effective quality service to customers
- Appreciate the importance of the telephone as a business tool
- Appreciate the sophisticated operations involved in voice and data transfer and information management
Training Content - The specific learning outcomes are grouped into 6 units.
Unit 1 - The Industry
Unit 2 - Organising the Working Environment
Unit 3 - Telecommunications
Unit 4 - Communication Skills
Unit 5 - Call Managment - Inbound and Outbound
Unit 6 - Database Management
Method of Assessment
Skills Demonstration - Learners will participate in a range of activities in order to demonstrate their understanding of a range of specific learning outcomes. The Skills Demonstration will account for 70% of the overall portfolio marks.
Assignment - Students will complete an assignment relating to the Teleservices Industry. This assignment will account for the remaining 30% of the portfolio.
Preferred Entry Level
A learner seeking entry to this course at Level 6 does not need a previous formal qualification. Some learners may have achieved certification at Level 4 e.g. leaving certificate or FETAC Level 4 certificate, or at FETAC Level 5. Learners at Level 6 will need to be proficient at reading, drafting, preparing and understanding information. This module will include individual and team working activities, with learners taking personal responsibility for the quality of their outcome. All resources are provided as part of the programme and learners will receive supports and guidance from their tutors.
Programme Duration
The course is part-time. It will run 6 hours per week over 5 weeks. Learners need to be able to complete some work and research outside of course hours. Usually this programme requires 10 hours maximum of personal work outside the course time.
