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: 

Identify and analyse customer and market related trends impacting on Contact Centres 
SAQA US ID UNIT STANDARD TITLE
10331  Identify and analyse customer and market related trends impacting on 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:
  • Identifying client and market related trends.
  • Analysing client and market related trends.
  • Recommending an initiative. 

  • 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 
  • Trends may include but are not limited to products, clients and services. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify client and market related trends. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Sufficient market research is conducted. 

    ASSESSMENT CRITERION 2 
    2. Relevant factors specific to the research are identified. 
    ASSESSMENT CRITERION RANGE 
    Includes but is not limited to products, clients, services.
     

    ASSESSMENT CRITERION 3 
    3. Trends identified are specific to the industry. 

    ASSESSMENT CRITERION 4 
    4. Data is acquired from reliable sources. 

    SPECIFIC OUTCOME 2 
    Analyse client and market related trends. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Comparative analysis is accurately conducted. 

    ASSESSMENT CRITERION 2 
    2. Trend analysis is comprehensively completed. 

    ASSESSMENT CRITERION 3 
    3. The analysis is consistent with Industry and company specific requirements. 

    SPECIFIC OUTCOME 3 
    Recommend an initiative. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Recommendations are highlighted including profitability, potential business needs, sustainability and practicalities. 

    ASSESSMENT CRITERION 2 
    2. Recommendations are descriptive and clearly stated. 

    ASSESSMENT CRITERION 3 
    3. Recommendations are based on valid analysis. 

    ASSESSMENT CRITERION 4 
    4. Recommendations are complete. 

    ASSESSMENT CRITERION 5 
    5. Recommendations are compliant with company specific formatting 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 basic understanding of project Management implementation, methods and techniques.
  • A general understanding of trends analysis techniques.
  • A general understanding of strategic Planning techniques.
  • A basic understanding of business and commercial principles.
  • A basic understanding of the methods and techniques for technology, people and process developments. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems related to client and market trends which impact on a Contact Centre. 

  • UNIT STANDARD CCFO WORKING 
  • Work with others as part of a team by participating in the co-ordination of the provision of accurate information and recommendations. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to trends. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with all relevant parties while analysing and making recommendation on trends. 

  • 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 trends analysis and recommendations. 

    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 analysing and making recommendations on client and market trends. 

  • 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  61595   Further Education and Training Certificate: Business Administration Services  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    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.
     
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    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.