Contact Centre Operations NCV Level 3 — Document
November 2023 — NCV Level 3 — Contact Centre Operations
NCV Level 3
2023
NCV Business
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Q1— Section header —
1.1Various options are given as possible answe rs to the following questions. Choose the answer and write only the letter (A D\ next to the question number (1.1.1
1.1.5\n the ANSWER BOOK.
1.1.1A/An one to dial a list of customer numbers physically. peed dialler
1.1.2After sales work is done when
1.1.3an example of a procedure that a contact c entre operator could follow when dealing with a caller who is coping with an injury. Ensuring
1.1.4contact c entres to measure and monitor service across a range of areas. Customer services
1.1.5Which ONE of the following is a com mon problem that South African ontact entres are currently dealing with?
1.2Indicate whether the following statements ar e TRUE or FALSE by writing only 'True' or 'False' next to the question number (1.2.1
1.2.5\in the ANSWER BOOK.
1.2.1The term s used to describe the two different ways of interacting with customers are inbound and
1.2.2The n umber of calls resolved in initial contact is called call volumes
1.2.3Using open and closed questions is an important tool to obtain caller information.
1.2.4Service level measurement provide s contact c entre with feedback on how its agents are performing.
1.2.5Feasibility means acting without thinking. (5 1\ (5\
1.3Complete the following sentence s by writing only the missing word or words next to the question number (1.3.1
1.3.5\n the ANSWER BOOK.
1.3.1refers to the combined set of all letters in the alphabet and the number 0 through 9 on a computer keyboard.
1.3.2ach call placed by an outbound contact c entre agent to a customer
1.3.3Emergency contact c entres serve as the first point of contact between the victim of an emergency and a range of people who can
1.3.4... means being in shock and afraid after having been injured.
1.3.5A/ (5 1\ (5\ 10041033
1.4Choose a term from COLUMN B that matc hes a description in COLUMN A. Write only the letter (A I\next to the quest ion number (1.4.1
1.4.5\in the ANSWER BOOK. COLUMN A COLUMN B
1.4.5ay of working in an organisation when everyone focuses on caring and serving the customer Expressions used by a profession or group that are difficult for others to understand Business part
Q2— Section header —
2.1.1Identify the type of system shown above (1\
2.1.2xplain the type of system identified in QUESTION
2.1.1(2\
2.1.3List FIVE benefits of the system i dentified in QUESTION
2.1.1(5\
2.2Agent: Thank you for calling ABC Company. My name is A sh y. How may I help you today? Customer: I am calling because I
2.2.1
2.2.2Name TWO ways in which contact c entres can provide a script to its agents. (2\
2.2.3Differentiate between outbound calls and inbound calls in a contact entre.
2.2.4
2.3Define each of the following contact centre terms:
2.3.1Revenue
2.3.2Rapport
2.3.332
Q3— Section header —
3.1Describe the situation shown in the picture above. (2\
3.2Which type of emergency is shown in the picture above (1\
3.3In case of the emergency indicated in QUESTION
3.2, which number would you dial if you are in South Africa? (1\
3.4Give FOUR reasons why emergency calls should be answered timeously. (4\
3.5What is the consequences of n ot responding to calls on time? (2\
3.6List FIVE situations that may be c lassified as an emergency by a c ontact c entre. (5\
3.720
Q4— Section header —
4.1What is the purpose of a s ervice level a greement (2\
4.2
4.3List FOUR clear targets that a contact c entre may set for agents. (4\ [12]12
Q5— Section header —
5.1Br iefly discuss the term problem according to Ulschak, Nathanson and Gilian. (2\
5.2List THREE questions that Joyce should ask herself when she enco unters problem. (3\
5.3Differentiate between urgent problems and important problems. (2 + 2\ (4\
5.4List SIX steps that Joyce could follow to solve a problem. (6\ 10041033
5.5Indicate whether the following statement is TRUE or FALSE by writing only 'True' or 'False' next to the question number (5.5\n the ANSWER BOOK. Contact c entre problems require input and involvement from
Topics Identified
3
Business EnvironmentsForms of OwnershipLeadership
Mark Allocation
Total100 marks
Sections20 + 32 + 20 + 12 + 16 = 100 marks
Paper information
TitleDocument
SubjectContact Centre Operations
LevelNCV Level 3
Document typeQuestion paper
Year2023
MonthNovember
Pages9
Downloads3
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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