Contact Centre Operations NCV Level 2 — Memo

November 2022 — NCV Level 2 — Contact Centre Operations

NCV Level 2 2022 NCV Business

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📄 5 pages 📝 17 items found 📚 1 topics 🔑 2 key info

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This section provides a quick preview of questions from the document. It may not display every question or the complete wording of each one. For the full content, including diagrams, tables and other information, view the original PDF above.

Q1— Section header —

1.10Alphanumeric Telephone Directory Contact centre Etiquette Target Process Time frame Communication Equipment

Q2— Section header —

2.1.10True False False True False True True False True

2.2.1020

Q3— Section header —

3.1Selling a product over the telephone (Any relevant answer\ (2\

3.2Emphasis Pace Clarity It is cheap It is convenient It is predictable (4\

3.3.2It is fast because an agent can call more than five to fifteen customers in It is cheap because there are no travel expenses incurred. It is convenient because people who call the Contact centre prefer to talk

3.5Standard operating procedures Intranet [20]20

Q4— Section header —

4.1Printer (2\

4.2Find out what the problem is and commit to helping the caller. Never attack the caller Be professional but firm Do not be defensive or aggressive Apologise for the situation State that you want to help

Q5— Section header —

5.1CALL FLOW PROCESS DIAGRAM (6\

5.2COLUMN A COLUMN B MR V LOOTS AMALINDA EAST LONDON VLOOTS@WEBSURFER.CO.ZA 0825963654 HIGH RISK

5.5The direct or fastest way of moving from one application to the next, from one screen to the next or from one line to the next. (Any relevant answer\ (2\ [30] TOTAL SECTION B: GRAND TOTAL30

Topics Identified

Forms of Ownership

Mark Allocation

Sections10 + 20 + 20 + 20 + 30 = 100 marks

Key Information

Contact Number0825963654 · 0795532124

Email AddressVLOOTS@WEBSURFER.CO.ZA

Paper information

TitleMemo

SubjectContact Centre Operations

LevelNCV Level 2

Document typeNCV Business

Year2022

MonthNovember

Pages5

Downloads5

Examination context

Decade2020s

Years ago4y

SeasonSpring (SH)

Start dayTuesday

Exam periodNovember 2022

Days since exam1,439

About Contact Centre Operations examination preparation

This TVET examination resource can be used as part of a structured revision programme. Past papers are most useful when learners attempt questions independently, work within a realistic time limit, and review their answers afterwards.

How to use this resource for revision

A TVET past examination paper is most useful when it is treated as an active revision exercise. Try the questions yourself before checking the corresponding memorandum. Where you make an error, identify the reason — was it a knowledge gap, a calculation mistake, an interpretation issue, or an examination technique problem?

For stronger examination practice, complete the paper without unnecessary interruptions and keep track of the questions that take the most time. Afterwards, review the memorandum and separate knowledge gaps from mistakes caused by interpretation, calculation, structure, or examination technique.

understanding question requirements

applying subject knowledge

working under time constraints

checking answers

identifying revision priorities

A practical revision approach

Start by completing the resource without looking at the memorandum. Review incorrect and incomplete answers afterwards and make a short revision list based on the areas that caused difficulty.

File details

File size183.7 KB

Pages5

Archived on8 September 2026

File age45d

ContributorFreeMode

Fingerprint5739118D5B7E

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