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 THAT HAS PASSED THE END DATE:

Process incoming and outgoing telephone calls

SAQA US ID	UNIT STANDARD TITLE
14348	Process incoming and outgoing telephone calls
ORIGINATOR
SGB Administration
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 03 - Business, Commerce and Management Studies			Office Administration
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular-Fundamental	Level 2	NQF Level 02	3
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-06-30		2029-06-30

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

Learners will be learning towards obtaining a national qualification at level 2 or are working in an administrative environment, including SMME`s (Small, Medium and Micro Enterprises), where the acquisition of competence against this standard will add value to the learner`s job, or chances of finding employment.

Learners will be well positioned to extend their learning and practice into other areas in the business environment, or to strive towards professional standards and improved performance.

The qualifying learner is capable of:

Employing effective telephone etiquette

Answering telephone according to organisational standards

Processing incoming calls according to organisational standards

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Learners accessing this unit standard will have demonstrated competence in numeracy and literacy at NQF Level 1 or equivalent.

UNIT STANDARD RANGE

Organisational standards will include tonality, volume, pronunciation, annunciation, vocabulary, timeous response, choice of greeting and clarity.

Efficiently will include promptly, courtesy and effectively.

Screening will include ascertaining reason for calling and / or if call may be redirected and the identity of the caller.

Standard operating procedures will include site specific operating instructions, instructions, orders, guidelines, policies, procedures and systems.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Employ effective telephone etiquette

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Telephone etiquette and answering procedures are explained.

ASSESSMENT CRITERION 2

2. The factors that hinder communication process are identified and explained.

ASSESSMENT CRITERION 3

3. Calls are handled with discretion and confidentiality.

ASSESSMENT CRITERION 4

4. Caller is put on hold when not conversing directly with the caller.

ASSESSMENT CRITERION 5

5. A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold.

SPECIFIC OUTCOME 2

Answer telephone according to organisational standards

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Telephone is answered promptly.

ASSESSMENT CRITERION 2

2. Telephone is answered according to standard operating procedures.

ASSESSMENT CRITERION 3

3. Caller is greeted according to organisational requirements.

ASSESSMENT CRITERION 4

4. Relevant caller information is acquired during initial interaction.

SPECIFIC OUTCOME 3

Process incoming calls according to organisational standards

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Call is redirected as appropriate.

ASSESSMENT CRITERION 2

2. Multiple lines and holding techniques are handled using correct technique.

ASSESSMENT CRITERION 3

3. Calls are screened as per standard operating procedures.

ASSESSMENT CRITERION 4

4. Message is taken and transmitted if required / requested according to organisational requirements.

ASSESSMENT CRITERION 5

5. Further assistance is obtained from an appropriate source, if required.

SPECIFIC OUTCOME 4

Process outgoing calls in accordance with organisational requirements

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Information and documentation required for the call are obtained and prepared.

ASSESSMENT CRITERION 2

2. Outgoing call is dialed using the correct number.

ASSESSMENT CRITERION 3

3. Purpose of the call is stated clearly and according to organisational procedures.

ASSESSMENT CRITERION 4

4. Resulting actions from calls are recorded.

ASSESSMENT CRITERION 5

5. Messages are left, if required / requested according to organisational requirements.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Accreditation and Moderation:

The Services Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards this standard and register assessors.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Methods and techniques for processing incoming and outgoing telephone calls.

An understanding of the organisation`s telephone system.

Telephone etiquette principles, methods and techniques.

The organisations operational standards for handling and processing callers on the telephone.

The organisations standard operating procedures for handling incoming and outgoing calls.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems which are related to the processing of calls, so that, all calls reach their destination.

UNIT STANDARD CCFO WORKING

Work effectively with others within the workplace in order to process incoming and outgoing calls in the most efficient and effective way.

UNIT STANDARD CCFO ORGANISING

Organise oneself and one`s activities responsibly and effectively at all times to ensure no interruptions to switchboard operations occur.

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organise and critically evaluate information during the processing of all incoming and outgoing calls.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively with all telephone callers to maintain or enhance company image and provide required information to callers.

UNIT STANDARD CCFO SCIENCE

Use science and technology effectively and critically when processing caller information and incoming and outgoing calls.

UNIT STANDARD CCFO CONTRIBUTING

Understand the world as a set of related systems in that the poor processing of telephone calls has an impact which can affect the company`s image.

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 handling callers.

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	23833	National Certificate: Business Administration Services	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	64652	National Certificate: Hairdressing	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2009-04-08	As per Learning Programmes recorded against this Qual
Core	80786	National Certificate: Home-Care Practices	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	65111	National Certificate: Beauty Technology	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2011-02-16	As per Learning Programmes recorded against this Qual
Core	93997	National Certificate: Contact Centre and Business Process Outsourcing Support	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-07-30	As per Learning Programmes recorded against this Qual
Core	48887	National Certificate: Hiring Services and Support	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	48513	National Certificate: Public Administration	Level 3	NQF Level 03	Passed the End Date - Status was "Registered"	2006-11-16	Was PSETA until Last Date for Achievement
Core	57804	National Certificate: Public Administration	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	PSETA
Fundamental	20415	National Certificate: Conservation Resource Guardianship	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2008-02-06	Was CATHSSETA 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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