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: 

Apply in-bound Contact Centre Operations within a commercial environment 
SAQA US ID UNIT STANDARD TITLE
10358  Apply in-bound Contact Centre Operations within a commercial environment 
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  2015-07-01  2018-06-30  SAQA 10105/14 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

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:
  • Retrieving calls from customers.
  • Inputting subject information from customers in accordance with specific.
  • Contact Centre requirements.
  • Responding to queries from customers.
  • Providing follow up to customers requests. 

  • 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 
    This standard applies to Contact Centres that are in-bound within a commercial environment and will include appropriate subject matters across specified industries: For example Insurance, Banking, Retail, Entertainment. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Retrieve calls from customers 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Calls are retrieved timeously according to company specific timeframe requirements. 

    ASSESSMENT CRITERION 2 
    2. Calls are retrieved using company specified technology and systems accurately and effectively. 

    ASSESSMENT CRITERION 3 
    3. Calls are retrieved according to company specific procedures and methodologies. 

    SPECIFIC OUTCOME 2 
    Input subject information from customers in accordance with specific Contact Centre requirements 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The correct information for inputting purposes is identified. 

    ASSESSMENT CRITERION 2 
    2. Information is inputted accurately according to company standards. 

    ASSESSMENT CRITERION 3 
    3. Information is recorded and inputted within company specific timeframes. 

    ASSESSMENT CRITERION 4 
    4. Information captured is relevant according to the customers' requirements. 

    ASSESSMENT CRITERION 5 
    5. Information captured is consistent with company specific formats and requirements. 

    ASSESSMENT CRITERION 6 
    6. Information is verified according to company standard practices. 

    SPECIFIC OUTCOME 3 
    Respond to queries from customers 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Queries are responded to accurately. 
    ASSESSMENT CRITERION RANGE 
    Accurately defines the correct choice of action to be taken.
     

    ASSESSMENT CRITERION 2 
    2. Customers are responded to timeously according to company specific timeframes. 

    ASSESSMENT CRITERION 3 
    3. Responses comply with company defined responses and scripts. 

    ASSESSMENT CRITERION 4 
    4. Relevant information is provided. 

    SPECIFIC OUTCOME 4 
    Provide follow up to customers requests 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Follow up procedures are conducted consistently. 

    ASSESSMENT CRITERION 2 
    2. Follow up procedures are consistent with customer requirements. 

    ASSESSMENT CRITERION 3 
    3. Follow-ups are conducted timeously according to company specific timeframes. 

    ASSESSMENT CRITERION 4 
    4. Customers are informed of escalation situations and follow ups are passed onto relevant parties. 


    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 understanding of Contact Centre practices and procedures.
  • A general understanding of business and client requirements.
  • An in-depth understanding of industry specific products and services.
  • A general understanding of basic customer service principles.
  • An in-depth understanding of questioning and responding techniques. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve customer problems in which responses display that decisions using critical and creative thinking have been used. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team in determining follow up or escalation requirements. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse and critically evaluate relevant client information pertaining to in-bound Contact Centre operations. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with customers verbally during all interaction. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively when demonstrating the ability to utilise company specific systems and methodologies. 

    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 retrieving calls and responding to customer needs and following up customer 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
    Elective  20183   National Certificate: Banking  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  BANKSETA 
    Elective  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  71490   National Certificate: Contact Centre Support  Level 2  NQF Level 02  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  49280   National Certificate: Wholesale and Retail Distribution  Level 2  NQF Level 02  Reregistered  2018-06-30  W&RSETA 
    Elective  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Reregistered  2018-06-30  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. GP Retail Operations (Pty) Ltd 
    2. Open Learning Group (Pty) Ltd 
    3. The Institute of Bankers in south Africa 



    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.