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: 

Meet performance standards within a Contact Centre 
SAQA US ID UNIT STANDARD TITLE
10353  Meet performance standards within a Contact Centre 
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 competent of:
  • Using a computerised system.
  • Responding to calls or other forms of communication (Range: Inbound or outbound).
  • Following up customer queries. 

  • 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 
  • Calls include responding to either inbound or outbound calls.
  • Time targets may include but not be limited to quantity, duration, wrap, hold and dropped calls.
  • Electronic communication systems include but are not limited to faxing, e-mailing, printing, photocopying, telephone.
  • 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 
    Use a computerised system. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Relevant data is input accurately into specific Contact Centre packages. 

    ASSESSMENT CRITERION 2 
    2. Data is retrieved accurately from specific Contact Centre packages. 

    ASSESSMENT CRITERION 3 
    3. All logging procedures are correctly used as per company specific systems. 

    ASSESSMENT CRITERION 4 
    4. All industry specific security and confidentiality requirements are complied with. 

    ASSESSMENT CRITERION 5 
    5. Specific statistical data is understood. 
    ASSESSMENT CRITERION RANGE 
    May include but not be limited to quantity, duration, wrap, hold and dropped Contacts.
     

    SPECIFIC OUTCOME 2 
    Respond to calls or other forms of communication. 
    OUTCOME RANGE 
    Inbound or outbound Assessment Criteria: 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Company specific time targets are met. 
    ASSESSMENT CRITERION RANGE 
    May include but not be limited to quantity, duration, wrap, hold and dropped calls.
     

    ASSESSMENT CRITERION 2 
    3. The customer's requests are understood. 

    ASSESSMENT CRITERION 3 
    4. Customer's requests are responded to according to company specific procedures. 

    ASSESSMENT CRITERION 4 
    5. Other forms of communication are considered and applied using standard industry practices. 
    ASSESSMENT CRITERION RANGE 
    May include but not be limited to quantity, duration, wrap, hold and dropped Contacts.
     

    ASSESSMENT CRITERION 5 
    6. Answer calls according to company specific greeting. 

    ASSESSMENT CRITERION 6 
    7. Close calls in accordance with the context of the call with a call center. 

    ASSESSMENT CRITERION 7 
    2. Calls and customers are responded to in the appropriate language or medium. 

    SPECIFIC OUTCOME 3 
    Follow-up customer queries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Electronic communication systems are utilised effectively. 
    ASSESSMENT CRITERION RANGE 
    Includes but is not limited to faxing, e-mailing, printing, photocopying, telephone.
     

    ASSESSMENT CRITERION 2 
    2. Manual administrative information is accurately completed as per company specific procedures and time frames. 


    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 basic knowledge and understanding of various computer applications, including but not limited to Internet and e-mail
  • A general understanding of Contact Centre guidelines and industry specific products
  • A basic understanding of customer service principles
  • An in-depth understanding of the methods and techniques for communication, listening and call closing
  • A thorough understanding of company specific greetings 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve customer problems pertaining to the meeting of performance standards. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and one's activities responsibly and effectively so that performance standards are met. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse and critically evaluate incoming data from customers in order to respond accurately. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate with and respond to clients effectively on a one-on-one basis. 

  • UNIT STANDARD CCFO SCIENCE 
  • Use science and technology in the effective use of managing a computerised system within a Contact Centre context. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate the world as a set of related systems by recognising that the meeting of performance standards impacts on the success of the Contact Centre. 

  • 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 to assist in the meeting of performance standards. 

  • 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 
    Elective  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Reregistered  2023-06-30  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 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. Aboutlearning Pty Ltd 
    2. Nedbank Ltd 
    3. SOUTH AFRICAN NATIONAL COUNCIL FOR THE BLIND SANCB 
    4. SSD Consultants 



    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.