The programme is designed to provide learners with the appropriate skills and knowledge to operate as a services or teleservices agent in call centre or teleservices environment.
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Programme Aims
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
Programme Content
The programme is delivered in six units as follows:
- - Unit 1 - The Industry
- - Unit 2 - Organising the Working Environment
- - Unit 3 - Telecommunications
- - Unit 4 - Communication Skills
- - Unit 5 - Call Management – Inbound and Outbound
- - Unit 6 = Database Management
Programme Duration
This programme comprises a minimum of 110 hours of learning, of which a minimum of 36 hours will be tutor led and the remainder will be learner centred learning. These 36 hours of tutor led training will be delivered over a period of six days.
Programme Certification
On successful completion of the programme, learners will receive the FETAC Level 6 Minor Award, B30140 - Telesales.
Learner Assessment
To achieve certification learners will complete the following assessments:
- - Skills Demonstration - 70% of overall mark
- - Assignment - 30% of overall mark.
Learner Progression
D30140 - Teleservices is a component of:
- - BAXXX - FETAC Level 6 Advanced Certificate in Administration
- - BITSX - FETAC Level 6 Advances Certificate in International Teleservices
Learners who successfully complete the programme may use the associated credits towards these awards
Certain Higher Education Institutions reserve a quota of places on specific programmes for applicants who have attained any FETAC Levels 5 or 6 awards. In 2010, a total of 408 such awards were listed on the Central Applications Office website (www.cao.ie).
Certain programmes of higher education identify specific FETAC Modules as part of their entry requirements, e.g. learners with BAXXX - FETAC Level 6 Advanced Certificate in Administration may apply to the American College Dublin for access to the Honours Bachelor's Degrees (Level 8) in Accounting and Finance or International Business or to the Institute of Technology Blanchardstown for access to the Honours Bachelors Degree (Level 8) in Sports Management and Coaching.
Learners with BITSX - FETAC Level 6 Advanced Certificate in International Teleservices, may apply to University College Cork or University College Dublin for access to the Honours Bachelors Degrees in Arts. THey may also apply to the Institute of Technology Blanchardstown for access to the Honours BAchelors Degrees (Level 8) in BUsiness, BUsiness and Information Technology or International Business.
Entry Requirements
To access the programme, learners should possess a FETAC Level 5 Certificate, Leaving Certificate or equivalent qualifications. Applicants who do not have these formal educational qualifications may apply for access to the programme based on their relevant life and work experience, achievement and learning.