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: 

Input data received onto appropriate computer packages within a Contact Centre 
SAQA US ID UNIT STANDARD TITLE
10349  Input data received onto appropriate computer packages within a Contact Centre 
ORIGINATOR ORIGINATING PROVIDER
SGB Marketing   
QUALITY ASSURING BODY
-  
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 2  NQF Level 02  12 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2012-07-01  2015-06-30  SAQA 0695/12 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2016-06-30   2019-06-30  

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 Support at NQF Level 2. 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 entry level service within the Contact Centre Industry.

The qualifying learner is capable of:
  • Demonstrating and applying knowledge of computer packages within a Contact Centre.
  • Inputting data onto company specific packages within a Contact Centre.
  • Verifying data onto company specific packages within a Contact Centre. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Nmeracy at NQF Level 1 or equivalent.
  • English, verbal and written communication at NQF Level 2 or equivalent.
  • Computer operating skills at NQF Level 2 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.
  • Data will include requests, queries, questions, sales, personal information, emergency information, medical information, account details and customer requirements. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Demonstrate and apply knowledge of computer packages within a Contact Centre 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Knowledge of company specific computer packages is demonstrated. 

    ASSESSMENT CRITERION 2 
    2. An understanding of company specific packages and applications is demonstrated and applied. 

    ASSESSMENT CRITERION 3 
    3. Applications are accurately applied within company specific contexts. 

    ASSESSMENT CRITERION 4 
    4. Confidence is displayed in company specific packages within a Contact Centre. 

    SPECIFIC OUTCOME 2 
    Input data onto company specific packages within a Contact Centre 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Data is inputted accurately. 

    ASSESSMENT CRITERION 2 
    2. Data is inputted within company specific timeframes. 

    ASSESSMENT CRITERION 3 
    3. Data captured is relevant and consistent with company specific formats and requirements. 

    ASSESSMENT CRITERION 4 
    4. Critical and closest routes are followed when inputting data onto packages. 

    ASSESSMENT CRITERION 5 
    5. Tasks are completed within the company's specific timeframe. 

    SPECIFIC OUTCOME 3 
    Verify data onto company specific packages within a Contact Centre 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Data is verified against the source of information. 

    ASSESSMENT CRITERION 2 
    2. Inaccuracies are identified and rectified correctly. 

    ASSESSMENT CRITERION 3 
    3. Company specific follow up and close procedures are followed. 


    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 general understanding of the methods and techniques for communication and listening.
  • A basic understanding of customer service principles.
  • An in-depth understanding of company specific packages.
  • An in-depth understanding of company products and services.
  • A comprehensive understanding of Contact Centre specific computer packages. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems and data inaccuracies when inputting data received. 
    		•

    UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse and evaluate information in the context of selecting and verifying relevant data. 
    		•

    UNIT STANDARD CCFO SCIENCE 
  • Use science and technology effectively and critically to input data received onto
    appropriate Contact Centre computer packages. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts require a combination of ranges of information and application. 
    		•

    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: reflecting on and exploring a variety of strategies to learn more effectively the procedure and processes of inputting data. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE QUALITY ASSURING BODY
    Core  67466   National Certificate: Contact Centre Support  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2009-05-05  As per Learning Programmes recorded against this Qual 
    Core  71490   National Certificate: Contact Centre Support  Level 2  NQF Level 02  Reregistered  2015-06-30  As per Learning Programmes recorded against this Qual 
    Elective  20183   National Certificate: Banking  Level 2  NQF Level 02  Reregistered  2015-06-30  BANKSETA 
    Elective  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Reregistered  2015-06-30  W&RSETA 


    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 Quality Assuring Bodies 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 Quality Assuring Body should be notified if a record appears to be missing from here.
     
    1. AboutLearning 
    2. ADVANCED ASSESSMENTS AND TRAINING (PTY) LTD 
    3. AGB Mathe Business Services 
    4. Boston City Campus and Business College (PTY) Ltd 
    5. BRAINWAVE PROJECTS 707 (PTY) LTD 
    6. BREAKING GROUND LEARNING AND DEVELOPMENT 
    7. BRIGHT IDEA PROJECTS 447 PTY LTD T/A MIND -THE- GAP 
    8. CAPQUEST DEBT RECOVERY SA (PTY) LTD 
    9. CENTRE-ING SERVICES CC 
    10. CONTACT CENTER DYNAMICS CC 
    11. Cornerstone Performance Solutions (Pty) Ltd 
    12. CUSTOMER CENTRIC SOLUTIONS (PTY) LTD 
    13. DIONYSUS SKILLS DEVELOPMENT INITIATIVE (PTY) LTD 
    14. Direct Axis 
    15. DIRECTFIN TRAINING SOLUTIONS PTY LTD 
    16. DISTINCT SOLUTIONS 
    17. EMMANUELS ADVANCE 
    18. EUREKA HUMAN CAPITAL SOLUTIONS 
    19. FUSION OUTSOURCING SERVICES 
    20. IT Intellect - Cape Town 
    21. KLM EMPOWERED HUMAN SOLUTIONS SPECIALISTS (PTY)LTD 
    22. M AND M EXECUTIVE CONSULTING SERVICES CC Houghton 
    23. MARGIE MIDDLETON AND ASSOCIATES 
    24. Nedcor Group HRD 
    25. NIIT ANTILLES N.V. (INCOPORATED IN CURACAO N.A.) 
    26. Omni HR Consulting Pty Ltd t/a Omni HRC 
    27. OPTICALL (PTY) LTD 
    28. PRIOR LEARNING CENTRE 
    29. QUALITY SOLUTIONS 
    30. SA CONTACTLINK T/A SATELELINK 
    31. TELE TECH SOUTH AFRICA (PTY) LTD 
    32. THE DIALOGUE GROUP 
    33. THE INSTITUTE OF PERFORMANCE TECHNOLOGY PTY LTD 
    34. THE VOICE CLINIC (PTY)LTD 
    35. TMS GAUTENG 
    36. Truworths Ltd 
    37. WORLD OUTSOURCE HOLDINGS 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.