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: 

Comply with service levels as set out in a Contact Centre Operation 
SAQA US ID UNIT STANDARD TITLE
10313  Comply with service levels as set out in a Contact Centre Operation 
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:
  • Demonstrating an understanding of company specific service levels.
    Meeting and maintaining 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 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 
    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 
    Demonstrate an understanding of company specific service levels. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All relevant service levels are explained. 

    ASSESSMENT CRITERION 2 
    2. The purpose of service levels is described and explained. 

    ASSESSMENT CRITERION 3 
    3. The requirements of all relevant service levels are listed, described and
    explained. 
    ASSESSMENT CRITERION RANGE 
    Service levels include but are not limited to management, information systems, information on systems and wall boards, sign on time, abandoned rate etc., shift changes.
     

    SPECIFIC OUTCOME 2 
    Meet and maintain service levels. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Relevant company specific levels are implemented. 

    ASSESSMENT CRITERION 2 
    2. Implementation processes are monitored to ensure compliance. 

    ASSESSMENT CRITERION 3 
    3. Service level timeframes and targets are consistently met as per company specific requirements. 

    ASSESSMENT CRITERION 4 
    4. Potential constraints in meeting and maintaining service levels are identified
    and evaluated. 


    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 broad understanding of Windows, Word and Excel operating systems.
  • An in-depth understanding of product and industry specific knowledge.
  • A general understanding of call centre specific service levels.
  • A basic understanding of reading and interpreting management information systems. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others in the achievement of service level requirements. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and activities responsibly and effectively in responding to and achieving service level requirements. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to the compliance of service levels. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively by demonstrating an application of the understanding of relevant service level agreements in relevant medium desired by client. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate an understanding of the world as a set of related systems by recognising the meeting and maintenance of service levels impact on the overall success of the organisation. 

  • 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: developing entrepreneurial opportunities while complying with 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  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 
    Core  78964   Further Education and Training Certificate: Information Technology: Technical Support  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 
    Core  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 
    Core  24293   National Certificate: Information Technology: Technical Support  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  24294   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 


    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.
     
    1. Academy of Training and Development 
    2. Afedile M Learning Centre (Pty) Ltd 
    3. Amitek Business College 
    4. Angie Technologies 
    5. Ankalite (Pty) Limited 
    6. Arise Business Centre 
    7. ATTI IT SOLUTIONS BLOEMFONTEIN 
    8. ATTI Nelspruit Pty Ltd 
    9. AUM IT Solutions 
    10. Believers Care Society 
    11. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    12. Boston City Campus and Business College (PTY) Ltd 
    13. Broadband College of Technology 
    14. Bytes People Solutions A Division of Altron TMT (Pty) Ltd 
    15. Calandra Trading 523(PTY) 
    16. Careers IT (Pty) Ltd 
    17. Clean Heat Academy 
    18. Commerce and Computer College of South Africa 
    19. Competence computer and business management 
    20. Critical Skills Training (Pty) Ltd 
    21. CTU Training Solutions 
    22. Cyber College of Business and Technology 
    23. Daily Training Cc 
    24. Damelin 
    25. Damelin - Randburg 
    26. DC Dynamic College of Commerce & Further Training (Pty) Ltd 
    27. Delcom Training Institute 
    28. Delight Computer Training 
    29. Denwin's Computer & Business School 
    30. DVG Property (Pty)Ltd 
    31. Ekasi IT Solutions CC 
    32. EOH Abantu (Pty) Ltd 
    33. Falcon Business Institute (Pty) Ltd 
    34. False Bay College 
    35. Forek Institute of Technology (Pty) Ltd 
    36. Foster-Melliar 
    37. Futurekids SA (Fochville) 
    38. Gabasega Consulting and Training Centre 
    39. Gauteng Central College PTY LTD 
    40. Gauteng College of Engineering and Technology (PTY) LTD 
    41. Gegana Computer Academy and Business Solutions cc 
    42. Gijima Holdings (Pty) Ltd 
    43. Golden Step Campus (Pty) Ltd. 
    44. Hlanganani ICT (Pty) Ltd 
    45. IALE School of Advanced Learning and Education (Pty) Ltd 
    46. iLearn Corporate Services PTY LTD 
    47. Imbalenhle Learning Academy 
    48. Imvana Training College 
    49. In Excess Trading 22 T/A ATTI Polokwane 
    50. INFINITUS TRAINING SOLUTION PTY LTD 
    51. Information Technology Resource Centre 
    52. INTERACTIVE COLLABORATIVE TRAINING WORX PTY LTD 
    53. iSolve Business Solutions (Pty) Ltd 
    54. IT Network Recruiting and Consulting Services 
    55. IT SA Computer Services Solutions (Pty) Ltd 
    56. Jeppe College of Commerce and Computer Studies 
    57. Johannesburg Institute of Engineering & Technology 
    58. Jonda Learning Academy 
    59. Kaelo Computer Training cc 
    60. Kezla Investments 
    61. Khuphulanani Training Institute (Pty) Ltd 
    62. King Sabata Dalindyebo TVET College 
    63. Konani Training and Development Institute 
    64. Leseding Computer Systems (Pty) Ltd 
    65. Limco Consulting and management (Pty) Ltd 
    66. M-cot Corporate Training 
    67. Mass Computer Training And Printers 
    68. Modise Computer College 
    69. Mosadikago Trading Cc 
    70. Mpande Technologies cc 
    71. MSC Education Holdings Pty Ltd 
    72. National Computer College Carletonville 
    73. National Computer College Cc 
    74. NET2G Technologies (Pty) Ltd t/a IT SCHOOL 
    75. Nextgen Training Solutions (Pty) Ltd 
    76. Ngubeni Corporation 
    77. Nyankwavi Inverstment 
    78. Ocule IT cc 
    79. On the Ball College Pty ltd 
    80. Overcomers Training College (Pty) Ltd 
    81. PRODUCTION MANAGEMENT INSTITUTE OF SOUTHERN AFRICA PTY LTD 
    82. Prophesy Training College (Pty) Ltd 
    83. Qhakaza Management Services 
    84. Rand Training College 
    85. Richfield Graduate Institute of Technology Pty Ltd 
    86. Rivoni Training N Communications 
    87. SEDIBENG 
    88. Sivile Housing Association RSA 
    89. Smart Byte Training Cc 
    90. Springfield Training (Pty) Ltd 
    91. Star Light Consulting 
    92. Taal-Net Training Institute 
    93. Technology Corporate Management (Pty) Ltd 
    94. Titan Trade Technologies (Pty) Ltd 
    95. Torque Technical Computer Training (Pty) Ltd 
    96. TRAINSKILLS 
    97. Umzinyathi Telecommunications (Pty) Ltd 
    98. Whitestone College 
    99. Work Skills Resources 
    100. Xtensive ICT Academy (Pty) Ltd 
    101. Xylo Trading 12 (Pty) Ltd 
    102. ZJ Africa Learn (Pty) Ltd 



    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.