Contact Centre Operations NCV Level 2 — Memo

November 2023 — NCV Level 2 — Contact Centre Operations

NCV Level 2 2023 NCV Business

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📄 7 pages 📝 21 items found 🔑 1 key info

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Q1— Section header —

1.1.10True True True True False True True True True

1.2.1Willing to put a large amount of time and effort into doing something

1.2.2To forward a call/situation to a senior person

1.2.3Showed or suggested

1.2.4Taking action and making changes rather than waiting for something to happen

1.2.5

1.3.525

Q2— Section header —

2.1SEE ADDENDUM A TELEPHONE MESSAGE (10\

2.2Emphasis Pitch Clarity whereas a closed question is answered with an only one word

3.1Good typing skills The ability to pick up errors Checking the accuracy of what they are inputting

3.3.1Runtime error or error message (2\

3.3.2Use the wrong format [20]20

Q4— Section header —

4.1.1Fax achines Photocopier achines Printers Never share passwords Log off when sharing a terminal. Fax achines

4.2.1

4.3Security tags, cards or codes that ensure that doors are locked and only authorised people employees can enter the contact centre. Individual passwords and security codes for each contact centre agent that

4.4

2.1ADDENDUM A Cell Direct Contact Centre MESSAGE FORM DATE: 25 June 2022 TO: Mr Mabutho FROM: Mr Zola Dwangu TELEPHONE NUMBER: 047 459 2267

3.2NAME MS ZUKISWA SURNAME NHLAPHO IDENTITY NUMBER 0412291003089 POSTAL ADDRESS 472 GREENFIELDS CRES ENT

Mark Allocation

Sections25 + 31 + 20 + 24 = 100 marks

Key Information

Contact Number047 459 2267 · 0412291003

Paper information

TitleMemo

SubjectContact Centre Operations

LevelNCV Level 2

Document typeNCV Business

Year2023

MonthNovember

Pages7

Downloads2

Examination context

Decade2020s

Years ago3y

SeasonSpring (SH)

Start dayWednesday

Exam periodNovember 2023

Days since exam1,075

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.

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File size207.8 KB

Pages7

Archived on8 September 2026

File age46d

ContributorFreeMode

FingerprintB39A146D5FA5

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