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: 

Collect and record information queries and requests from customers 
SAQA US ID UNIT STANDARD TITLE
10350  Collect and record information queries and requests from customers 
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 2  NQF Level 02 
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 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:
  • Eliciting information from customers.
  • Offering information to others.
  • Recording information from customers.
  • Referring escalating requirements. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Numeracy 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 
  • Customer requirements may include but not be limited to queries, sales, information problems, requests, and changes.
  • This standard applies to Contact Centres that are in-bound and/or out-bound within 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 
    Elicit information from customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Information elicited is accurate and specific in accordance with customer's requirements. 

    ASSESSMENT CRITERION 2 
    2. Information is elicited within company specific timeframes. 

    SPECIFIC OUTCOME 2 
    Offer information to others. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Information is consistent and logical and is presented with clarity. 

    ASSESSMENT CRITERION 2 
    2. Information complies with company specific requirements and formats. 

    ASSESSMENT CRITERION 3 
    3. Information is offered within company specific timeframes. 

    SPECIFIC OUTCOME 3 
    Record information from customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Information is repeated to customer to ensure information has been accurately recorded. 

    ASSESSMENT CRITERION 2 
    2. Information is recorded within company specific timeframes. 

    ASSESSMENT CRITERION 3 
    3. Information recorded is relevant and consistent with company specific formats and requirements. 

    SPECIFIC OUTCOME 4 
    Refer escalating requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Escalation situations are correctly identified. 

    ASSESSMENT CRITERION 2 
    2. Escalations are conducted correctly according to company specific procedures and guidelines. 

    ASSESSMENT CRITERION 3 
    3. Customers are informed of the escalation of their specific requirements and timeframes within which this will occur. 


    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 
  • An in-depth understanding of questioning, responding, listening and communication techniques.
  • A general understanding of basic customer service principles.
  • An in-depth understanding of the methods and techniques for handling difficult customers. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others as a member of a team wherein escalations are identified, passed on and followed up within all acceptable timeframes. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise oneself responsibly in terms of planning and executing responses to client information requirements. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate customer information pertaining to the accurate recording of relevant information. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with customers when eliciting or offering information. 

  • 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 collect, recording customer information, queries and requests. 

    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  71490   National Certificate: Contact Centre Support  Level 2  NQF Level 02  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    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 
    Elective  20183   National Certificate: Banking  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  BANKSETA 


    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. Nedbank Ltd 
    2. SOUTH AFRICAN NATIONAL COUNCIL FOR THE BLIND SANCB 



    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.