Contact Centre Operations NCV Level 4 — Document

November 2019 — NCV Level 4 — Contact Centre Operations

NCV Level 4 2019 NCV Business

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🎯 1 marks ⏱️ 3h 📄 6 pages 📝 28 items found 📚 3 topics

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Questions — A Preview of What to Expect in the Document

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1.1Indicate whether the following statements are TRUE or FALSE. Choose the answer and write only 'True' or 'False' next to the question number (1.1.1

1.1.5\ the ANSWER BOOK.

1.1.1The most important need in Ma of needs is security.

1.1.2Getting a customer t o tell you about himself enables an agent to identify a need

1.1.3Market trend refer to the upward and downward movement of the market over a couple of months.

1.1.4The n mber of closed sales made must comply with company specific targets.

1.1.5

1.2Define the following terms:

1.2.1Product range

1.2.2Company protocol

1.2.3Virtual reality

1.2.4Research validity

1.2.5Relevant stakeholder (5 2\ (10\

1.3There are six levels of support in the workplace. The first level is known as customer support. List FIVE other leve ls of support. (5\ [20] TOTAL SECTION A:20

Q2— Section header —

2.1Mention FOUR aspects that Mrs Sithole is unhappy about? (4

2.2Discuss the first THREE steps that wil l be followed when solving the above complaint. (6\

2.3Document the above complaint on a complaint form. (8 1\ (8\

2.4Name TWO ways that the company can resolve the complaint? (2 2. As a contact centre a on a regular basis List THREE areas that could be included in a checklist to identify

Q3— Section header —

Q4— Section header —

Q5— Section header —

5.2Name FIVE types of research that can be conducted to help agents in decision making? (5

5.3Explain th e following TWO methods used to analyse data collected during research?

5.3.1Qualitative Research (2

5.3.2Quantitive Research (2

5.4Briefly discuss Global Positioning Systems as a method of collecting data for market research. (3

5.5Name the last TWO level of needs as depicted on Hierarchy of Needs. (2\ [16] TOTAL SECTION B: 80 GRAND TOTAL: 10016

Topics Identified

Business EnvironmentsForms of OwnershipBusiness Functions

Mark Allocation

Total100 marks

Sections20 + 18 + 20 + 16 = 74 marks

Paper information

TitleDocument

SubjectContact Centre Operations

LevelNCV Level 4

Document typeQuestion paper

Year2019

MonthNovember

Pages6

Downloads1

Examination context

Decade2010s

Years ago7y

SeasonSpring (SH)

Start dayFriday

Exam periodNovember 2019

Days since exam2,537

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 size206.8 KB

Pages6

Archived on8 September 2026

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