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Ccs curriculum guide CONTACT CENTER SERVICES NC II CURRICULUM GUIDE Grade Exploratory This is an exploratory and introductory course that leads to a Contact Center Services National Certi ?cate NC II It covers ?ve common competencies that a Grade Technolo

CONTACT CENTER SERVICES NC II CURRICULUM GUIDE Grade Exploratory This is an exploratory and introductory course that leads to a Contact Center Services National Certi ?cate NC II It covers ?ve common competencies that a Grade Technology and Livelihood Education TLE student ought to possess namely use of equipment performing computer operation applying quality standards interpreting technical drawing and plans and practicing Occupational Health and Safety OHS procedures The preliminaries of this exploratory course include the following discussion of the relevance of the course explanation of key concepts relative to the course and Discuss the relevance of the course Explain basic concepts in Contact Center Services Explore on opportunities for Contact Center Services as a career LESSON PERSONAL ENTREPRENEURIAL COMPETENCIES PECS LO Recognize PECs needed in Contact Center Services Assess one ? s PECs characteristics attributes lifestyle skills traits Assess practitioner ? s characteristics attributes lifestyle skills traits Compare one ? s PECS with that of a practitioner entrepreneur Align one ? s PECS with that of a practitioner entrepreneur LESSON ENVIRONMENT AND MARKET EM LO Generate a business idea that relates with a career choice in Contact Center Conduct SWOT analysis Identify the di ?erent products services available in the market Compare di ?erent products services in Contact Center business Determine the pro ?le potential customers Determine the pro ?le potential competitors Generate potential business idea based on the SWOT analysis LESSON USE OF TOOLS AND EQUIPMENT UT LO Prepare equipment List equipment based on job requirement Identify appropriate equipment C Classify equipment according to function and task requirement LESSON MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS MT LO Maintain computer equipment and systems Ensure the security of data including regular back-ups and virus checks in accordance with standard operating procedures Perform basic ?le maintenance procedure in line with the SOP LESSON PERFORM MENSURATION AND CALCULATION MC LO Perform basic mensuration Identify geographical variables to be measured Use basic mathematical processes for routine calculations Employ di ?erent techniques in checking accuracy of the computation LESSON PREPARE AND INTERPRET TECHINICAL DRAWING TD LO Identify di ?erent kinds of technical drawings Identify basic symbols used in technical drawing Select technical drawing in accordance with the job requirement LO Interpret technical drawing Identify the basic symbols used in ow charting Interpret the symbols used in ow charting Create a ow chart that depicts a simple scenario LESSON PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURE OS Determine the e ?ects of hazards and risks Classify the types of hazards and risks in the workplace LO Control hazards and risks Follow OHS Procedures for controlling hazards and risks Use personal protective equipment PPE Follow and observe organizational protocol when providing emergency assistance LO Maintain occupational health and safety regulations Participate in related drills and training Prepare OHS personal records in accordance with workplace requirements CINFORMATION AND COMMUNICATIONS TECHNOLOGY ?? CONTACT CENTER SERVICES NC II Duration hours This is a specialization course that leads to a Contact Center Services National Certi ?cate Level II NC II It covers