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: 

Measure and analyse customer service levels 
SAQA US ID UNIT STANDARD TITLE
10079  Measure and analyse customer service levels 
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 6  Level TBA: Pre-2009 was L6  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 factors which influence customer service and perceptions.
  • Designing methodologies to measure factors and perceptions of customer service.
  • Implementing customer service measurement processes and collect data.
  • Analysing measurement results of customer service levels. 

  • 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 5 or equivalent. 

  • UNIT STANDARD RANGE 
    This standard applies to Contact Centres that are in-bound and/or 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 factors, which influence customer service and perceptions 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All points of contact between the customer and your products, people and systems are identified. 

    ASSESSMENT CRITERION 2 
    2. Factors, which influence customer service and perceptions, are identified and explained. 

    ASSESSMENT CRITERION 3 
    3. Factors, which influence customer service and perceptions, are documented according to requirements. 

    SPECIFIC OUTCOME 2 
    Design methodologies to measure factors and perceptions of customer service 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Systems to measure customer perceptions, experiences and expectations are created. 

    ASSESSMENT CRITERION 2 
    2. Methodologies to measure factors and perceptions are designed within agreed timeframes. 

    ASSESSMENT CRITERION 3 
    3. Methodologies are designed within agreed format and are in the required locations at all times. 

    SPECIFIC OUTCOME 3 
    Implement customer service measurement processes and collect data 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Internal or external research methodologies are decided upon. 

    ASSESSMENT CRITERION 2 
    2. Performance criteria are set. 

    ASSESSMENT CRITERION 3 
    3. Research is conducted within agreed timeframes and in the correct format. 

    ASSESSMENT CRITERION 4 
    4. Data is gathered and collated. 

    SPECIFIC OUTCOME 4 
    Analyse measurement results of customer service levels 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Data is analysed using established analytical methods. 

    ASSESSMENT CRITERION 2 
    2. The gap between actual and required service levels is identified and highlighted. 

    ASSESSMENT CRITERION 3 
    3. Focus areas are prioritised and action taken to rectify the out of line areas. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The relevant Educational Training quality Assurance Body (ETQA) will accredit providers offering learning towards this standard. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A general understanding of customer service within the organisation.
  • A comprehensive understanding of methods and techniques for designing and developing methodologies to measure customer expectations.
  • An all rounded understanding of methods and techniques for collecting data.
  • A broad understanding of methods and techniques for analysing and measuring results of data collected. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems pertaining to the measurement and analysis of customer service levels within an organisation. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one's activities so that alternative customer service implementation plans exist in the event of current plans not being accepted or failing. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information related to the measurement of customer service levels within an organisation. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology in the gathering, collecting and analysing of data related to customer service. 

    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 measuring and analysing customer service levels. 

    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  21792   National Diploma: Contact Centre Management  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Core  20909   National First Degree: Customer Management  Level 6  Level TBA: Pre-2009 was L6  Passed the End Date -
    Status was "Reregistered" 
    2018-06-30   
    Core  20905   National First Degree: Marketing Communication  Level 6  NQF Level 07  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  20901   National First Degree: Marketing Management  Level 6  Level TBA: Pre-2009 was L6  Passed the End Date -
    Status was "Reregistered" 
    2018-06-30   
    Core  20897   National First Degree: Marketing Research  Level 6  Level TBA: Pre-2009 was L6  Passed the End Date -
    Status was "Reregistered" 
    2018-06-30   
    Elective  50060   National Certificate: Public Administration  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  PSETA 


    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.