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: 

Develop and maintain a client database for Contact Centres 
SAQA US ID UNIT STANDARD TITLE
10343  Develop and maintain a client database for 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 5  Level TBA: Pre-2009 was L5  12 
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 Diploma in Contact Centre Management at NQF Level 5. 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 supervision within the Contact Centre industry.

The qualifying learner is capable of:
  • Identifying and sourcing a database.
  • Developing a client database.
  • Maintaining a client database. 

  • 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 4 or equivalent.
  • Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent. 

  • UNIT STANDARD RANGE 
  • This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify and source a database. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Database is sourced according to business requirements. 

    ASSESSMENT CRITERION 2 
    2. Legislative requirements and industry specific regulations are adhered to 

    ASSESSMENT CRITERION 3 
    3. Data is verified. 

    ASSESSMENT CRITERION 4 
    4. Data sourced is accurate and up to date. 

    SPECIFIC OUTCOME 2 
    Develop a client database. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Size of database is increased. 

    ASSESSMENT CRITERION 2 
    2. Range of information on database is increased. 

    ASSESSMENT CRITERION 3 
    3. Data is accurate and relevant according to business requirements. 

    SPECIFIC OUTCOME 3 
    Maintain a client database. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Integrity of data is maintained. 

    ASSESSMENT CRITERION 2 
    2. Data is consistently verified for accuracy. 

    ASSESSMENT CRITERION 3 
    3. Manipulation of data is consistent. 

    ASSESSMENT CRITERION 4 
    4. Data privacy and confidentiality requirements are adhered to. 


    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 database software methodologies.
  • A broad understanding of company specific confidentiality documents.
  • A basic level of understanding of data capturing processes and procedures. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems which relate to a client database and its development and maintenance. 

    UNIT STANDARD CCFO WORKING 
    Work effectively as part of a team in the achievement of an accurate, relevant and verified database. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate client information used in a client database. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology to develop and maintain a client database. 

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

    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
    Core  49627   Further Education and Training Certificate: e Records Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30   
    Core  21792   National Diploma: Contact Centre Management  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2020-07-30  SERVICES 


    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.
     
    NONE 



    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.