Contact Centre Operations NCV Level 4 — Memo

February 2020 — NCV Level 4 — Contact Centre Operations

NCV Level 4 2020 NCV Business

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Q1— Section header —

1.1.1Helping to find a solution to a problem between two parties the contact centre and the customer.

1.1.2

1.1.3Research validity gives an indication of how sound the research is.

1.1.4

1.1.5The internal relevant parties are classified as anyone who has an involvement with the complaint process (5 (10\

1.2Agent receives the call. Supervisor is informed of the complaint. Agent informs relevant department. Department informs agent of outcome. Agent informs supervisor of outcome. Agent informs customer of outcome.

Q2— Section header —

2.1

2.2All surveys use a standardised questionnaire. It can take place telephonically or face to face or via electronic media It is a relatively cheap method to collect data. Surveys are good for measuring facts but not suitable for in

2.4Telephone and headset connected to computer. [20]20

Q3— Section header —

3.15 Marks for the human needs in correct order 2 Marks for neatness of drawing

3.2Helps to determine whether the staff can handle the amount of calls that come into the Contact Centre. Helps to determine what the maximum output of agents is at any given time. Benchmark standards help to determine what the maximum operating

3.3It will ensure that the company is running to its full potential. That existing and potential customers are satisfied with the service offered. By following company specific procedures and industry regulations, you are

3.4A cell phone business (MTN/Vodacom\ (Accept any other applicable answer\ (2

3.5The service level agreement is a document that states what the standards of the contact centre will be. (2\ [23]23

Q4— Section header —

4.1.1Teamwork builds staff morale and makes the atmosphere within the department pleasant. It is important to remember that you cannot do everything by yourself, you need help and you must be willing to offer help.

4.1.2These principles allow you to be part of the vision of the company Business principles show you how to preform your functions to the best of your ability and with integrity. (3\

4.2Better customer service Easy access to information Builds relationships with customers and staff Gives the company a very good name Improved communications It also improves customer company communications.

4.4Marketing Human resources Speak to customers in a professional manner. Listen carefully to what the customer is saying. Never interrupt a customer. [19]19

Q5— Section header —

5.1.16000 nnouncement, writ ing their names on the notice board onuses at end of the week/month can be tied in with performance reviews

5.36] TOTAL SECTION B: GRAND TOTAL:

Topics Identified

Business EnvironmentsForms of OwnershipBusiness FunctionsBusiness Plan

Mark Allocation

Sections20 + 23 + 19 = 62 marks

Paper information

TitleMemo

SubjectContact Centre Operations

LevelNCV Level 4

Document typeNCV Business

Year2020

MonthFebruary

Pages6

Downloads3

Examination context

Decade2020s

Years ago6y

SeasonSummer (SH)

Start daySaturday

Exam periodFebruary 2020

Days since exam2,443

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

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checking answers

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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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Archived on8 September 2026

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