Contact Centre Subsector

About the Sector

A Contact Centre is a centralised office used for handling and managing external high volume communication, be it incoming or outgoing. In a modern contact centre, such communication could be undertaken either telephonically, via electronic mail, instant chat, or a combination of the three. An inbound call centre is operated for the purpose of handling incoming product support requests or inquiries by a customer or stakeholder. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research.

A contact centre, also known as customer interaction centre, is a central point of any organisation from which all customer contacts are managed. Through contact centres, valuable information about the company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of a company’s customer relationship management (CRM).

Working in a call centre requires discipline to follow a flexible schedule, good communication skills and the ability to multitask. You will have to help customers while following your company’s policies and you will need to build up character to deal with irate and difficult customers. You need to be comfortable with most desktop environments and have the skill to type fast and accurately on a computer.

The Services SETA offers assistance in the training and courses in pursuit of a career in a contact centre.
Registered Qualifications
  •  National Certificate: Contact Centre (NQF Level 2)
  • Further Education and Training Certificate: Contact Centre Operations (NQF Level 4)
  • National Diploma: Contact Centre Management (NQF Level 5)
  • National Certificate: Contact Centre and Business Process Outsourcing Support (NQF Level 3)
Recommended Subjects
  • English Literacy
Employment Opportunities
  • Call or Contact Centre Agent
  • Call Or Contact Centre Manager

Marketing Subsector

About the Sector

Marketing is a series of activities aimed at communicating the value of a product or service to customers with the purpose of selling that product or service. Market research and advertising form part of its key components.

For any organisation, marketing is a critical component. Its role is to manage and organise a set of processes for creating, delivering and communicating value to customers and managing customer relationships in ways that benefit the organisation and its shareholders.

Critically, marketing is the science of defining target markets through market analysis and market segmentation, as well as understanding consumer buying behavior, and translating that into superior value proposition for customers. To ensure a broad organisational alignment with marketing objectives, organisations have embraced holistic marketing.

The Four Components of Holistic Marketing are:
  • Relationship marketing.
  • Internal marketing.
  • Integrated marketing.
  • Socially responsive marketing.
The set of engagements necessary for successful marketing management includes capturing marketing insights, connecting with customers, building strong brands, shaping market offerings, delivering and communicating value, creating long-term growth, and developing marketing. The Services SETA offers assistance in the training and courses in pursuit of a career in the marketing subsector.
Registered Qualifications
  • Further Education and Training Certificate: Marketing (NQF Level 4)
  • National Diploma in Marketing Research (NQF Level 5)
  • National Diploma in Marketing Research (NQF Level 7)
  • National Diploma in Marketing Communication (NQF Level 5)
  • National Diploma in Marketing Communication (NQF Level 7)
  • Further Education and Training Certificate: Public Relations (NQF Level 4)
  • National Diploma in Public Relations Practice (NQF Level 5)
  • National Diploma in Public Relations Practice (NQF Level 5)
  • National Certificate in Customer Management (NQF Level 5)
  • National Diploma in Customer Management (NQF Level 7)
  • National Diploma in Marketing Management (NQF Level 5)
  • Further Education and Training Certificate (FETC): Trade and Exhibitions (NQF Level 4)
  • National Certificate: Trade Exhibition Support (NQF Level 3)
  • National Diploma in Marketing Management (NQF Level 7)
  • Further Education and Training Certificate: Fundraising (NQF Level 4)
  • Further Education and Training Certificate: Interior Design (NQF Level 4)

Recommended Subjects
  • English Literacy
Employment Opportunities
  • Marketing Coordinator
  • Marketing Practitioner
  • Market Research Analyst
  • Sales And Marketing Manager
  • Advertising And Public Relations Manager

Postal Services

About the Sector

The South African Postal Services is responsible for the delivery of tons of parcels to addresses all over the country. From the deep and far-flung rural areas to the bustling urban metropolis. Its shipment ranges from standard envelope mails made up of letters and bills, to promotional materials and packages of varying shape, weight and size. Needless to say, it is a mammoth task that requires intense coordination of resources, planning and execution. To be able to achieve this feat in a consistent, efficient and timely manner, the Postal Service employs an army of personnel. Most postal service workers are clerks, mail sorters and processing machine operators. Postal clerks wait on customers at the post offices spread across the country. Mail sorters, processors and processing machine operators sort incoming and outgoing mail at post offices and mail processing centres. Mail carriers deliver to urban and rural residences and businesses throughout South Africa.
The Services SETA offers assistance in the training and courses in pursuit of a career in the postal services.
Registered Qualifications
  • Further Education and Training Certificate: Postal Frontline Service (NQF Level 4)
  • National Certificate: Postal Frontline Management (NQF Level 5)
  • National Certificate: Mail Handling (NQF Level 3)
  • Further Education and Training Certificate: Mail Supervision (NQF Level 4)
Recommended Subjects
  • English Literacy
  • Maths Literacy
Employment Opportunities
  • Courier
  • Mail Clerk
  • Post Office Manager
  • Postal Delivery Officer