The Dla Service Offering and Project Process

DLA Courseware library

2011 COURSEWARE LIBRARY

Fully Accredited Training Provider

THE DLA SERVICE OFFERING AND PROJECT PROCESS

Face - Face / Contact Learning

DLA makes use of a blended approach to it’s contact learning programmes. We are able to either blend an RPL component to the learning programme; alternatively we offer a blend of theoretical input, portfolio of evidence knowledge workshops and finally e-mail mentoring support.

E-Learning programmes

Take advantage of:

Deploying a learning programme to as many learners as you have
Everybody has access to the same, consistent quality content
Ideal for process, procedures and product training
Train learners anywhere - anytime!
Low costs
Minimal workplace impact

We can implement your own, tailored E-Learning system with your own branding, look and feel!

We are also able to assist in multimedia content design and content conversion

Learnership / SETA Grant Applications

We are the experts - so let us apply for discretionary grants and learnership funds on your behalf
Take advantage of skills levies & tax relief incentives
DLA is able to apply, manage and administrate your learnership programmes for you

Content Design & Development

DLA can provide you with accredited learning programmes, including learning guides, assessments & learning tools?
We are able to assist you in achieving accreditation
DLA can implement and manage a Quality Management System for you
Take advantage of the fact that we are knowledgeable in terms of Induction E-Learning design, Product & process content design which is tailored to your brand, look and feel

DLA SERVICE DIFFERENTIATORS

In order to meet the objectives you have set out and to deliver a learning programme that achieves real results and real skills transference, we apply to the practices as set out by the SETA. In line with this, we include a number of learning “enhancement” strategies:

Orientation

A successful learnership programme is achieved through a consultative and collaborative approach. We provide a 2 hour orientation programme prior to commencement of the learning programme. This provides learners with an all round view of the qualification, portfolio of evidence requirements, roles and responsibilities including assessment expectations.

Mentoring & Coaching Support

Critical to achieving results and skills transference is the learner support programme. DLA conducts regular site visits including regular feedback / support sessions. These are attended by learners, their managers and or relevant representative to discuss curriculum & programme understanding, queries, portfolios of evidence, collection of evidence, timelines and any specific challenges that the learner may face. In addition to this, DLA conducts on the job observation and coaching feedback sessions. A number of questionnaires and feedback mechanisms are put in place in order to monitor learner progress, level of motivation and learner understanding.

In addition to the mentoring and coaching support, DLA has a “mentor chat” facility which allows learners to get in touch with mentors directly regarding their queries and questions.

Assessment & Moderation Strategies

The programme requires each learner to submit a portfolio of evidence. The portfolio consists of both formative and summative assessments. Evidence is collected and inserted as each learning unit is completed. Moderation is done by an external moderator. We have an internal registered assessor who makes use of the following types of assessments:

Observation by the facilitator and / or assessor of the learner in the workplace
Paper based evidence (Feedback reports from either QA or Manager or Agent / Consultant)
Knowledge assessments & Assignments (questionnaires, project work)

Remediation

In order to confirm that learners have understood and can demonstrate the skills taught DLA has implemented progress reports and plans that check evidence of learning. This is done throughout the programme. DLA is able to pick up learning gaps and to provide remedial sessions where necessary. This ensures maximum learning and understanding.

Certification

Statement of results will be issued on completion of moderation and verification. Certification is done by the Service Seta to those learners that successfully complete the learnership programme.

Learning methodology

Our offering guarantees maximum skills transference. We are evidence driven and rely on various assessment projects together with the manager, supervisor and consultant for feedback on progress. Our learning approach is collaborative and consultative - as the client you are included in the final learning objectives and outcomes - these should also be aligned to the specific outcomes of the qualification

Portfolio of Evidence Support sessions

DLA enjoys a high success and pass rate with our learners. We achieve this through provision of Portfolio of Evidence Support sessions where we assist learners in compiling their PoE files.

ACCREDITED UNIT STANDARDS

SAQA US CODE / UNIT STANDARD TITLE / LEVEL / CRED
10353 / Meet performance standards within a contact centre / 2 / 6
10313 / Comply with service levels as set out in a Contact Centre Operation / 4 / 10
10321 / Monitor and maintain performance standards in a Contact Centre / 4 / 12
10323 / Implement Contact Centre specific sales techniques to generate sales through a Contact Centre / 4 / 12
10324 / Describe features, advantages and benefits of a range of products or services / 4 / 6
10326 / Identify customers of Contact Centre’s / 4 / 4
10327 / Provide coaching to personnel within a Contact Centre / 4 / 10
10322 / Retrieve and correlate statistical data applicable to Contact Centre’s / 4 / 12
10330 / Implement and co-ordinate campaigns within Contact Centre’s / 4 / 10
13872 / Instill In myself a personal contact centre culture / 4 / 4
10346 / Develop and plan Contact Centre operations in a commercial environment / 5 / 30
10080 / Formulate, design and implement customer service delivery systems and processes / 6 / 8
13878 / Analyse and interpret Contact Centre reports and statistical data / 6 / 12
10333 / Conduct a customer needs analysis for Contact Centres / 5 / 12
10079 / Measure and analyse customer service levels / 6 / 12
10332 / Monitor operations in Contact Centres / 5 / 20
13871 / Respond to complex requirements from clients / 6 / 12
13870 / Enhance service levels in Contact Centres / 6 / 16
10348 / Identify and respond to customer needs in a Contact Centre / 2 / 12
10341 / Develop and implement rewards and incentive strategies in Contact Centres / 5 / 12
10333 / Conduct a customer needs analysis for Contact Centres / 5 / 14
10332 / Monitor operations in Contact Centres / 5 / 20
10343 / Develop and maintain a client database for Contact Centres / 5 / 12
10054 / Identify and manage areas of customer service impact / 5 / 6
10342 / Develop and maintain a diverse working environment in Contact Centres / 5 / 18
10344 / Guide a group of people to work together as a team in creating Contact Centre deliverables / 5 / 9
13882 / Monitor and maintain quality within Contact Centres / 6 / 12
120011 / Apply knowledge of personal all risk insurance / 4 / 2
120015 / Demonstrate knowledge and understanding of house owners insurance / 4 / 3
120016 / Apply knowledge of insurance of house hold contents / 4 / 4
117121 / Apply knowledge and insight into short term insurance act (NO 53 of 1998) and the accompanying regulations / 4 / 3
120014 / Demonstrate knowledge and understanding of warranty as a class of insurance / 4 / 3
120123 / Process a short term insurance claim / 4 / 3
120130 / Apply basic technical knowledge of a light motor vehicle to authorize a claim / 4 / 3
120005 / Demonstrate knowledge and understanding or personal motor insurance / 4 / 4
120124 / Demonstrate knowledge of insurable risk / 4 / 3
242584 / Demonstrate knowledge and understanding of the financial advisory and intermediary service act 2002(FIAS) (Act 37 of 2002) as it impacts on a specific financial services sector / 4 / 2
114964 / Describe short term insurance / 3 / 2

NON CREDIT BEARING COURSEWARE

We offer accredited learning programmes that may be presented as standalone unit standards – alternatively, we are able to tailor and design a specific program over a period of time in line with a client’s needs. Some of the Corporate Programmes that we offer include the following;

Contact Centre World Class Service Skills / The objective of the program is to teach learners the principles of effective customer service, skills, going the extra mile and to create an understanding of service level expectations & performance standards.
Customer Service Skills – Face to Face / Learners attending this program will learn how to deliver world class service skills in dealing with clients face – face. The program focuses on image, presentation, communication and face-face etiquette.
Impact! Telephone Service Skills / Learners will learn & understand the essence of telephone Communications, dialogue & service delivery. Learners will learn how to deal with all types of clientsand to deal with all types of interactions – sales, problematic situations etc.
The Claim Game – Lessons in Transactional & Claims Processing / Learners will understand how to process a claim, to adapt specific exclusions & extensions to claims and to understand how excess affects a claim, the cumulative excesses and finally the pre & post claim processes.
Ground Rules – An introduction to Insurance / Learners will have a foundation of knowledge regarding the legislative principles governing the insurance industry. FAIS / FICA including knowledge In and around the short term insurance.
Reaching for the stars – Attitude, Motivation & Self Leadership / This is a highly motivational program which encourages learners to analyse and develop their ability to manage themselves, create a positive attitude and to align their behavior to required standards and expectations in the workplace
Supervisory & Leadership Skills / Learners will learn how to manage teams effectively, understand performance Standards and levels, and gain knowledge on quality assurance and how to Measure levels of productivity in the workplace.
Top Notch - Coaching Skills / This program teaches learners what coaching is, how to conduct coaching sessions, how to measure, assess & analyse performance standards. It is focused on performance, support and providing effective feedback including action plans.

E-LEARNING PROGRAMMES

CONTACT DETAILS:

Candy Hayes

Managing Director

 010 - 211 5000 (Switchboard)

 010 - 211 5016 (Direct)

Email:

Barry Blacker

Sales Executive

 010 - 211 5000 (Switchboard)

 010 - 211 5043 (Direct)

Email:

Khwezi Mtshali

Course Co-Ordinator

 010 - 211 5000 (Switchboard)

 010 - 211 5042 (Direct)

Email:

010-211 5000 (switchboard) / / ge 1