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 campaigns within Contact Centres 
SAQA US ID UNIT STANDARD TITLE
10330  Implement and co-ordinate campaigns within Contact Centres 
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  10 
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:
  • Planning the implementation of campaigns within Contact Centres.
  • Co-ordinating the implementing of campaigns within Contact Centres.
  • Conduct a post campaign analysis. 

  • 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 
  • Activities may include but not be limited to time, resources, profit 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Plan the implementation of campaigns within Contact Centres. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Sufficient resources are allocated appropriately as per campaign requirements. 

    ASSESSMENT CRITERION 2 
    2. A clear understanding of the campaign brief is demonstrated. 

    ASSESSMENT CRITERION 3 
    3. Relevant contingency plans are provided for. 

    ASSESSMENT CRITERION 4 
    4. Sufficient time is allocated as per campaign requirements. 

    ASSESSMENT CRITERION 5 
    5. Budget limits are complied with. 
    ASSESSMENT CRITERION RANGE 
    May include but not be limited to time, resources, profit.
     

    SPECIFIC OUTCOME 2 
    Co-ordinate the implementation of campaigns within Contact Centres 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All campaign activities are delegated as per plans. 

    ASSESSMENT CRITERION 2 
    2. Performance indicators are identified as per campaign brief. 

    ASSESSMENT CRITERION 3 
    3. Performance is consistently reviewed and monitored against key performance indicators. 

    ASSESSMENT CRITERION 4 
    4. Campaign performance problems are timeously identified and escalated. 

    ASSESSMENT CRITERION 5 
    5. Campaign specific information is collated according to company specific procedures. 

    SPECIFIC OUTCOME 3 
    Conduct a post campaign analysis. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Success factors are identified to requirements of campaign brief. 

    ASSESSMENT CRITERION 2 
    2. Campaign results are evaluated against success factors. 

    ASSESSMENT CRITERION 3 
    3. Results of the campaign are identified and substantiated. 

    ASSESSMENT CRITERION 4 
    4. Post campaign analyses are formatted and documented as per company requirements. 


    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 campaign management.
  • A broad all round understanding of communicating and interacting within teams and under pressure.
  • A general and applied understanding of key management skills - planning, leading, organising, controlling.
  • An applied understanding of time management skills, stress management methods and techniques. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems pertaining to the implementation and co-ordination of campaigns in Contact Centres. 

  • UNIT STANDARD CCFO WORKING 
  • Work with others as part of a team by participating in the co-ordination of the provision of accurate and timeous customer service during campaigns. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise and plan one's activities responsibly and effectively within the context of co-ordination to enhance own output. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with a variety of stakeholders when implementing and co-ordinating campaigns in Contact Centres. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Understand the world as a set of related systems where relevant product and industry specific information is provided in relation to customer requirements. 

  • UNIT STANDARD CCFO CONTRIBUTING 
  • In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: being culturally and aesthetically sensitive across a range of social contexts when implementing campaigns in a Contact Centre. 

  • 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. ADVANCED ASSESSMENTS AND TRAINING PTY LTD 
    2. BRAINWAVE PROJECTS 707 
    3. CLUB LEISURE MANAGEMENT PTY LTD 
    4. CORE CAPACITY TRAINING ACADEMY PTY LTD 
    5. CORNERSTONE SUPREME PTY LTD 
    6. D D LWAZI RENAISSANCE RESEARCH DEVELOPMENT 
    7. EDU POWER SKILLS ACADEMY 
    8. EXOUSIA SKILLS ACADEMY 
    9. GENERATIONAL TRAINING AND DEVELOPMENT PTY LTD 
    10. HEART SOLUTIONS 
    11. KAJAL ASSOCIATES 
    12. KHULANI SKILLS DEVELOPMENT CENTRE 
    13. NERDIE-TECH T/A INNOVATIVE IDEAS TRAINING ACADEMY SATELLITE 
    14. QUALITY SOLUTIONS 
    15. RAND INTERNATIONAL MANAGEMENT AND TRAINING CONSULTANTS PTY LTD 
    16. SAKHISISIZWE PROJECTS 
    17. THE SKILLS DEVELOPMENT CORPORATION PRIVATE PTY LTD 
    18. THE TRACKER CONNECT PTY LTD 
    19. TRAINING AT WORK PTY LTD 



    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.