|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|
|Further Education and Training Certificate: Contact Centre Operations|
|SAQA QUAL ID||QUALIFICATION TITLE|
|93996||Further Education and Training Certificate: Contact Centre Operations|
|PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY||NQF SUB-FRAMEWORK|
|The individual Primary or Delegated Quality Assurance Functionary for each Learning Programme recorded against this qualification is shown in the table at the end of this report.||SFAP - Sub-framework Assignment Pending|
|Further Ed and Training Cert||Field 03 - Business, Commerce and Management Studies||Marketing|
|ABET BAND||MINIMUM CREDITS||PRE-2009 NQF LEVEL||NQF LEVEL||QUAL CLASS|
|Undefined||132||Level 4||NQF Level 04||Regular-Unit Stds Based|
|REGISTRATION STATUS||SAQA DECISION NUMBER||REGISTRATION START DATE||REGISTRATION END DATE|
|LAST DATE FOR ENROLMENT||LAST DATE FOR ACHIEVEMENT|
|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 qualification does not replace any other qualification and is not replaced by any other qualification.
|PURPOSE AND RATIONALE OF THE QUALIFICATION|
|Any individual who are or wish to be involved in the Contact Centre industry, will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management. This qualification will be registered at NQF Level 4. Portability across both areas of specialisation is therefore ensured.
Learners working towards this qualification will find that the acquisition of competence in the unit standards, which make up the qualification, will add value to learner`s job. This qualification is intended to enhance the provision of entry level service within the Contact Centre Industry.
Rationale of the qualification
The National Qualification in Contact Centre operations: Level 4 is designed to meet the needs of those learners want to progress and will assist those who make Contact Centre Operations their chosen career path, in the field of Contact Centres. Contact Centres have become key business tools - integral to the way organisations achieve their business objectives. Contact Centres are a new industry - there is a need to develop career paths in this field, and it is a high growth industry constantly in need of skilled people.
The Contact Centre industry is also fast becoming the next knowledge worker industry. All Contact Centres are currently recruiting, training and performance managing agents. Currently Call Centres sit inside of existing organisations within larger Industries, i.e. Banking, Insurance, Pay-TV.
The Contact Centre National Certificate at NQF Level 4 will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who:
The National Certificate in Contact Centre Operations: Level 4 allows the learner to work towards a nationally recognised whole qualification. The qualification will allow both those in formal education and those already employed in Contact Centre organisations access, due to its flexibility.
The qualification focuses on the skills, knowledge, values and attitudes required to progress further within the Contact Centre industry. The intention is
Many different roles and careers are linked to and affected by this qualification. They include, but are not limited to:
The National Certificate in Contact Centre Operations: Level 4, should produce knowledgeable, skilled people who are able to contribute to improved productivity and efficiency within the Contact Centre industry. It should provide the means for current individuals in the Contact Centre field to receive recognition of prior learning and to upgrade their skills and knowledge base. The qualification is structured in such a way that it exposes individuals to a set of core competences to give a broad understanding of Contact Centre operations and supervision, and the electives, which will allow for a specialisation of competence in either a commercial or an emergency environment. It will also promote the notion of life-long learning.
|LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING|
|The learning assumed to be in place is only a guide in order to help the learner cope with the unit standards in the qualification. The following is the learning assumed to be in place:
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 Verbal and written communication skills) and numeracy at NQF Level 3 or equivalent
Learners will demonstrate competence in a Second Language (verbal and written communication skills) at NQF level 2.
Recognition of prior learning
The structure of this Unit Standard based Qualification makes the Recognition of Prior Learning possible, if the learner is able to demonstrate competence in the knowledge, skills, values and attitudes implicit in this.
This Recognition of Prior Learning may allow:
For accelerated access to further learning.
Gaining of credits towards a unit standard.
All Recognition of Prior Learning is subject to quality assurance by the relevant accredited Education, Training, Quality, Assurance Body and is conducted by an accredited workplace assessor.
|RECOGNISE PREVIOUS LEARNING?|
The Fundamental Component consists of Unit Standards in:
It is compulsory therefore for learners to do Communication in two different South African languages, one at NQF Level 4 and the other at NQF Level 3.
All Unit Standards in the Fundamental Component are compulsory.
The Core Component consists of Unit Standards to the value of 66 credits all of which are compulsory.
Learners are to choose Unit Standards to a minimum of 10 credits from the Elective Component.
Managing People (Learning Programme ID 94081):
|EXIT LEVEL OUTCOMES|
|On achieving this qualification, the learner will be able to:
|ASSOCIATED ASSESSMENT CRITERIA|
|In particular assessors should check that the learner must demonstrate an ability to consider a range of options and make decisions about:
.> Service levels are understood and applied in the specific Contact Centre.
Because assessment practices must be open, transparent, fair, valid, and reliable and ensure that no learner is disadvantaged in any way whatsoever, an integrated assessment approach is incorporated into the qualification.
As it is a Unit Standard based Qualification, both formative and summative assessment processes are accounted for.
|Benchmarking was done by comparison to Unit Standards / Outcomes of learning against:
|On completion of this qualification, besides careers in the formal Contact Centre industry, learners may also be able to enter careers in
Contact Centre Agent/Consultant
Contact Centre Supervisor
Contact Centre Coach
Contact Centre Manager
Customer Service Representatives
Customer Care Consultants
Other IT Related Fields
1.The above is an indication rather than an exhaustive listing
2.In addition learners can specialise in an industry sector e.g. FMCG; Retail, Wholesale, Motor, Insurance, Banking etc
|Anyone assessing a learner or moderating the assessment of a learner against this Qualification must be registered as an assessor with the relevant Education, Training, Quality, Assurance (ETQA) Body.
Any institution offering learning that will enable the achievement of this Qualification must be accredited as a provider with the relevant ETQA.
Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQA`s policies and guidelines for assessment and moderation; in terms of agreements reached around assessment and moderation between ETQA`s (including professional bodies); and in terms of the moderation guideline detailed immediately below.
Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standards as well as the integrated competence described in the qualification.
Anyone wishing to be assessed against this Qualification may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant ETQA.
|CRITERIA FOR THE REGISTRATION OF ASSESSORS|
|For an applicant to register as an assessor, the applicant needs:
|As per the SAQA Board decision/s at that time, this qualification was Reregistered in 2012; 2015.|
|This qualification replaces qualification 21791, which is "National Certificate: Contact Centre Operations", Level 4, 135 credits.|
|ID||UNIT STANDARD TITLE||PRE-2009 NQF LEVEL||NQF LEVEL||CREDITS|
|Core||10313||Comply with service levels as set out in a Contact Centre Operation||Level 4||NQF Level 04||10|
|Core||10324||Describe features, advantages and benefits of a range of products or services||Level 4||NQF Level 04||6|
|Core||10326||Identify customers of Contact Centres||Level 4||NQF Level 04||4|
|Core||10323||Implement Contact Centre specific sales techniques to generate sales through a Contact Centre||Level 4||NQF Level 04||12|
|Core||10321||Monitor and maintain performance standards in a Contact Centre||Level 4||NQF Level 04||12|
|Core||10327||Provide coaching to personnel within a Contact Centre||Level 4||NQF Level 04||10|
|Core||10322||Retrieve and correlate statistical data applicable to Contact Centres||Level 4||NQF Level 04||12|
|Fundamental||119472||Accommodate audience and context needs in oral/signed communication||Level 3||NQF Level 03||5|
|Fundamental||119457||Interpret and use information from texts||Level 3||NQF Level 03||5|
|Fundamental||119467||Use language and communication in occupational learning programmes||Level 3||NQF Level 03||5|
|Fundamental||119465||Write/present/sign texts for a range of communicative contexts||Level 3||NQF Level 03||5|
|Fundamental||9015||Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems||Level 4||NQF Level 04||6|
|Fundamental||119462||Engage in sustained oral/signed communication and evaluate spoken/signed texts||Level 4||NQF Level 04||5|
|Fundamental||119469||Read/view, analyse and respond to a variety of texts||Level 4||NQF Level 04||5|
|Fundamental||9016||Represent analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts||Level 4||NQF Level 04||4|
|Fundamental||7468||Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues||Level 4||NQF Level 04||6|
|Fundamental||12153||Use the writing process to compose texts required in the business environment||Level 4||NQF Level 04||5|
|Fundamental||119459||Write/present/sign for a wide range of contexts||Level 4||NQF Level 04||5|
|Elective||114941||Apply knowledge of HIV/AIDS to a specific business sector and a workplace||Level 3||NQF Level 03||4|
|Elective||113915||Explain the application of the basic conditions of employment act in an employment contract||Level 3||NQF Level 03||2|
|Elective||117877||Perform one-to-one training on the job||Level 3||NQF Level 03||4|
|Elective||242815||Apply the organisation's code of conduct in a work environment||Level 4||NQF Level 04||5|
|Elective||114884||Co-ordinate the improvement of productivity within a functional unit||Level 4||NQF Level 04||8|
|Elective||242655||Demonstrate knowledge and application of ethical conduct in a business environment||Level 4||NQF Level 04||4|
|Elective||10331||Identify and analyse customer and market related trends impacting on Contact Centres||Level 4||NQF Level 04||10|
|Elective||10330||Implement and co-ordinate campaigns within Contact Centres||Level 4||NQF Level 04||10|
|Elective||10328||Implement and co-ordinate Contact Centre activities in a commercial environment||Level 4||NQF Level 04||18|
|Elective||10329||Implement and co-ordinate Contact Centre activities in an emergency environment||Level 4||NQF Level 04||18|
|Elective||10980||Induct a new employee||Level 4||NQF Level 04||6|
|Elective||114215||Mentor a colleague to enhance the individual`s knowledge, skills, values and attitudes in a selected career path||Level 4||NQF Level 04||3|
|Elective||10327||Provide coaching to personnel within a Contact Centre||Level 4||NQF Level 04||10|
|Elective||10978||Recruit and select candidates to fill defined positions||Level 4||NQF Level 04||10|
|Elective||10981||Supervise work unit to achieve work unit objectives (individuals and teams)||Level 4||NQF Level 04||12|
|Elective||10171||Manage the capture, storage and retrieval of human resources information using an information system||Level 5||Level TBA: Pre-2009 was L5||3|
|Elective||252035||Select and coach first line managers||Level 5||Level TBA: Pre-2009 was L5||8|
|LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION:|
|LP ID||Learning Programme Title||Originator||Pre-2009
|NQF Level||Min Credits||Learning Prog End Date||Quality
|71489||Further Education and Training Certificate: Contact Centre Operations||Generic Provider - Field 03||Level 4||NQF Level 04||132||SERVICES||OQSF|
|94081||Further Education and Training Certificate: Contact Centre Operations: Managing People||Generic Provider - Field 03||Not Applicable||NQF Level 04||132||SABPP||OQSF|
|PROVIDERS CURRENTLY ACCREDITED TO OFFER THESE LEARNING PROGRAMMES:|
|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.
|LP ID||Learning Programme Title||Accredited Provider|
|71489||Further Education and Training Certificate: Contact Centre Operations||
1. ACADEMY BUSINESS SCHOOL
2. AMATHUBA HUB
4. BIDVEST SERVICES PTY LTD
5. C&L SKILLS MANAGEMENT CC
6. CAMBLISH TRAINING INSTITUTE PTY LTD
7. CAREER EMPIRE PTY LTD
9. CBM TRAINING PTY LTD
10. CCI CALL CENTRES
11. CENTRE FOR ENTREPRENEURSHIP MANAGEMENT AND INNOVATION
12. CORNERSTONE SUPREME PTY LTD
13. D & D LWAZI RENAISSANCE RESEARCH DEVELOPMENT
14. DIBANISA LEARNING
16. ELTEL ACADEMY PTY LTD
17. EXOUSIA SKILLS ACADEMY
18. HEART SOLUTIONS
19. HOMECHOICE PTY LTD
21. iLearn Corporate Services PTY LTD
22. IMPACT SOURCING ACADEMY
23. INFINITUS TRAINING SOLUTION PTY LTD
25. KAJAL & ASSOCIATES
26. KNOWLEDGE QUEST PTY LTD
27. MARUATONA TRADING ENTERPRISE
28. MGWENA AND ZINJHIVA HOLDINGS
29. NERDIE-TECH T/A INNOVATIVE IDEAS TRAINING ACADEMY SATELLITE
30. NEW BEGINNINGS STAFFING PTY LTD
31. NIMICO PTY LTD
32. NTD CONSULTING CC
33. OMNI HR Consulting (Pty) Ltd (CAPE TOWN) (Non Merseta TP)
34. OPTIMUM LEARNING TECHNOLOGIES PTY LTD
35. OPTIMUM LEARNING TECHNOLOGIES PTY LTD
37. PEOPLE SOLUTIONS
38. PROEXPERT TRAINING
39. QUALITY SOLUTIONS
40. Quarphix cc
41. SAKHISISIZWE PROJECTS
42. SELLDIRECT MARKETING PTY LTD
43. SERVICE MONITOR CONSULTANTS
44. SIYANQOBA SEMINARS PTY LTD
46. THE CONSORTIUM FOR LANGUAGE & DIMENSIONAL DYNAMICS
47. THE IMAGE FIRM STUDIOS PTY LTD
48. THE TRACKER CONNECT PTY LTD
49. THELIN T/A TL CONSULTING
50. TRAINING UNLIMITED CORPORATE SOLUTIONS PTY LTD
52. TSEBO TRAINING
53. TSHIREDO TRAINING ACADEMY CC
54. UCADEMY PTY LTD
55. VITAL SKILLS CC
56. VVM TELECOMS
57. WMD CIVILS