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: 

Contribute to a diverse working environment in a Contact Centre 
SAQA US ID UNIT STANDARD TITLE
10354  Contribute to a diverse working environment in 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 
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 competent of:

Communicating within a diverse environment - internal and external.
Interacting within a diverse environment both within a Contact Centre and to external customers. 

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 
  • Diversity - The definition may include but not be limited to references regarding cultures, background, gender, ages, disabilities, religion, languages, sexual orientation.
    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 
    Communicate within a diverse environment - internal and external. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Personal communications are conducted without prejudice both within a Contact Centre and to customers. 
    ASSESSMENT CRITERION RANGE 
    Words and tone of voice.
     

    ASSESSMENT CRITERION 2 
    2. Personal communications are conducted in a manner, which is sensitive to others' diversity both within the Contact Centre and to external customers. 

    SPECIFIC OUTCOME 2 
    Interact within a diverse environment both within a Contact Centre and to external customers. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All personal behaviours are conducted without prejudice. 

    ASSESSMENT CRITERION 2 
    2. Personal behaviour reflect respect for all diverse groupings. 

    ASSESSMENT CRITERION 3 
    3. All individuals are treated consistently and with respect. 


    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 
  • In-depth understanding of the methods and techniques for communication and listening.
  • A General understanding of interpersonal methods and techniques.
  • A basic understanding of customer service principles.
  • A general understanding of prejudices and how they are demonstrated.
  • A basic understanding of stereotyping.
    A basic understanding of the constitution and the rights of people. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in which interactions display that responsible decisions using analytical and creative thinking have been made. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team when interacting with others within a diverse environment. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using language skills in the modes of verbal, face to face and one on one communication. 

    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 contributing to a diverse working environment. 

    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. ADVANCED ASSESSMENTS AND TRAINING (PTY) LTD 
    2. BRIGHT IDEA PROJECTS 447 PTY LTD T/A MIND -THE- GAP 
    3. CLASS SKILLS DEVELOPMENT CONSULTANCY (PTY) LTD 
    4. EASA TRAINING ACADEMY 
    5. EMMANUELS ADVANCE 
    6. GOALGETTERS (PTY) LTD 
    7. GP Retail Operations (Pty) Ltd 
    8. HEIRS TRAINING AND DEVELOPMENT PTY LTD 
    9. I-FUNDI 
    10. INTER-ACTIVE TECHNOLOGIES (PTY)LTD T/A INTER-ACTIVE TECHNOLOGIES 
    11. KLM EMPOWERED HUMAN SOLUTIONS SPECIALISTS (PTY)LTD 
    12. LICENCE TO LEAD TRAINING AND DEVELOPMENT SOLUTIONS 
    13. M AND M EXECUTIVE CONSULTING SERVICES CC P.O. Box 3322 
    14. M CLIFFORD & ASSOCIATES CC 
    15. Nedcor Group HRD 
    16. OPTICALL (PTY) LTD 
    17. PRODIGY BUSINESS SERVICES (PTY) LTD 
    18. SERVICE MONITOR MANAGEMENT CONSULTING 
    19. SSD Consultants 
    20. STANFORD COMPUTER AND BUSINESS COLLEGE 
    21. THE INSTITUTE OF PERFORMANCE TECHNOLOGY PTY LTD 
    22. THE VOICE CLINIC (PTY)LTD 
    23. TMS GAUTENG 
    24. 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.