SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Implement and co-ordinate Contact Centre activities in a commercial environment 
SAQA US ID UNIT STANDARD TITLE
10328  Implement and co-ordinate Contact Centre activities in a commercial environment 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  18 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner's job. This unit standard is intended to enhance the provision of intermediate level service within the Contact Centre industry.


The qualifying learner is capable of:

Monitoring calls into and out of a Contact Centre.
Collating types of queries, questions and comments received.
Streamlining activities of Contact Centre activities. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 2 or equivalent.
  • Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent. 

  • UNIT STANDARD RANGE 
  • Pre-determined criteria may include but not be limited to cost, efficiency, speed and accuracy.
  • This standard will include appropriate subject matters across specified industries for example Insurance, Banking and Retail. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Monitor calls into and out of a Contact Centre. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Local and international benchmarks and criteria are identified according to business needs and service level requirements. 

    ASSESSMENT CRITERION 2 
    2. Monitoring of benchmarks is conducted regularly, consistently and objectively. 

    ASSESSMENT CRITERION 3 
    3. Monitoring of calls is conducted using company specific procedures, technologies and systems accurately and effectively. 

    ASSESSMENT CRITERION 4 
    4. Monitoring results of calls are reported and documented according to company requirements. 

    ASSESSMENT CRITERION 5 
    5. Feedback is provided objectively, accurately and consistently according to company specific procedures. 

    SPECIFIC OUTCOME 2 
    Collate types of queries, questions and comments received. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Information collated is accurate and relevant. 

    ASSESSMENT CRITERION 2 
    2. Information is logically categorised. 

    ASSESSMENT CRITERION 3 
    3. Information is presented in an accessible format. 

    ASSESSMENT CRITERION 4 
    4. Information is collated according to company specific procedures and practices. 

    ASSESSMENT CRITERION 5 
    5. Information presented is consistent with business requirements. 

    SPECIFIC OUTCOME 3 
    Streamline activities of Contact Centre activities. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Activities are regularly reviewed and assessed against company specific business requirements. 

    ASSESSMENT CRITERION 2 
    2. Activities are analysed against pre-determined criteria. 
    ASSESSMENT CRITERION RANGE 
    May include but not be limited to cost, efficiency, speed, accuracy.
     

    ASSESSMENT CRITERION 3 
    3. Activities are streamlined in such a manner that they effect measurable improvements against pre-determined criteria. 

    ASSESSMENT CRITERION 4 
    4. Streamlining considerations are discussed and reviewed by all relevant stakeholders. 

    ASSESSMENT CRITERION 5 
    5. Streamlining is consistent with service level agreements and outcomes. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Learning programmes leading to the acquisition of these credits will be accredited by the relevant Education, Training, Quality Assurance Body (ETQA). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A general understanding of call centre performance measurements.
  • A general understanding of the monitoring systems used.
  • A basic understanding of local and international benchmarking statistics.
  • A general understanding of business and client requirements.
  • A general understanding of industry specific products and requirements.
  • A basic understanding of analytical techniques and skills.
  • A basic understanding of basic planning and problem solving skills and techniques. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems within the context of streamlining operations in which responses display that decisions using critical and creative thinking have been used. 

  • UNIT STANDARD CCFO WORKING 
  • Work effectively with others as a member of a team in organising collation activities. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise and manage one's activities when planning monitoring activities and streamlining plans. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse and critically evaluate client information to enhance activities conducted. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively when providing feedback 

  • UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively in effecting optimism and monitoring procedures. 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  93996   Further Education and Training Certificate: Contact Centre Operations  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  21791   National Certificate: Contact Centre Operations  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2009-05-05  Was SERVICES until Last Date for Achievement 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. ACADEMY BUSINESS SCHOOL 
    2. ADVANCED ASSESSMENTS AND TRAINING PTY LTD 
    3. ALTRON TMT PTY LTD 
    4. AMATHUBA HUB 
    5. BIDVEST SERVICES PTY LTD 
    6. BPO SKILLS ACADEMY PTY LTD 
    7. BRAINWAVE PROJECTS 707 
    8. C L SKILLS MANAGEMENT CC 
    9. CAMBLISH TRAINING INSTITUTE PTY LTD 
    10. CBM TRAINING PTY LTD 
    11. CENTRE FOR ENTREPRENEURSHIP MANAGEMENT AND INNOVATION 
    12. CLEAR SOLUTIONS PTY LTD 
    13. CORE CAPACITY TRAINING ACADEMY PTY LTD 
    14. CORNERSTONE SUPREME PTY LTD 
    15. CSS CREDIT SOLUTIONS SERVICES PTY LTD 
    16. D D LWAZI RENAISSANCE RESEARCH DEVELOPMENT 
    17. EBN-TEC 
    18. EDU POWER SKILLS ACADEMY 
    19. ESKILLZ COLLEGE 
    20. EXOUSIA SKILLS ACADEMY 
    21. HOMECHOICE PTY LTD 
    22. IDLEADS 
    23. ITALK 
    24. KAJAL ASSOCIATES 
    25. KNOWLEDGE QUEST PTY LTD 
    26. LFP TRAINING CONSULTANTS 
    27. LIGHTON SOCIAL CHANGE PTY LTD 
    28. MAHARISHI INVINCIBILITY INSTITUTE 
    29. MARUATONA TRAINING AND SKILLS DEVELOPMENT 
    30. MASEDA HOLDINGS PTY LTD 
    31. MGWENA AND ZINJHIVA HOLDINGS 
    32. NEW BEGINNINGS STAFFING PTY LTD 
    33. NUDEBT MANAGEMENT PTY LTD 
    34. PROMIZONE TRADING ENTERPRISE 
    35. QUALITY SOLUTIONS 
    36. RAND INTERNATIONAL MANAGEMENT AND TRAINING CONSULTANTS PTY LTD 
    37. SAKHISISIZWE PROJECTS 
    38. SILVER SOLUTIONS 
    39. SKILL TECH SOLUTIONS PTY LTD 
    40. SPECTRIUM 
    41. TAKUSANI GROUP PTY LTD 
    42. THE CONSORTIUM FOR LANGUAGE DIMENSIONAL DYNAMICS 
    43. THE SHERQ CENTRE OF EXCELLENCE 
    44. THE SKILLS DEVELOPMENT CORPORATION PRIVATE PTY LTD 
    45. THE TRACKER CONNECT PTY LTD 
    46. TSHIREDO TRAINING ACADEMY CC 
    47. UCADEMY PTY LTD 
    48. WMD CIVILS 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.