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: 

Handle a range of customer complaints in Contact Centres 
SAQA US ID UNIT STANDARD TITLE
13873  Handle a range of customer complaints in Contact Centres 
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 4  NQF Level 04 
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:
  • Identifying the customer`s problem.
  • Committing to solving the customer complaint.
  • Arranging correct planning and solution to the customer`s problems.
  • Communicating with all stakeholders.
  • Providing practical business solutions. 

  • 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 and/or out-bound within a commercial or emergency context and will include appropriate subject matter and in the area in which the learner chooses to operate. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the customer's problem 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.The nature of the complaint is identified and assessed. 

    ASSESSMENT CRITERION 2 
    2.The origin of the complaint is identified. 

    ASSESSMENT CRITERION 3 
    3.Responsibility for action to solve the problem is taken. 

    ASSESSMENT CRITERION 4 
    4.The problem is documented, according to company regulations and requirements. 

    SPECIFIC OUTCOME 2 
    Commit to solving the customer complaint 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Commitment to resolve the complaint is demonstrated. 

    ASSESSMENT CRITERION 2 
    2.The customer is totally satisfied with the complaint process to date. 

    ASSESSMENT CRITERION 3 
    3.The company provides support for both the individual and the customer. 

    SPECIFIC OUTCOME 3 
    Arrange correct planning and solutions to the customer's problems 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.The correct solution is applied to solve the customer's problems. 

    ASSESSMENT CRITERION 2 
    2.Contact is maintained with all relevant stakeholders. 

    ASSESSMENT CRITERION 3 
    3.Correct solution is applied to the customer's complaint within the agreed timeframe. 

    SPECIFIC OUTCOME 4 
    Communicate with all stakeholders 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Relevant internal parties are notified of the complaint and its rooting. 

    ASSESSMENT CRITERION 2 
    2.Immediate superior is notified of the customer's complaint for further action. 

    ASSESSMENT CRITERION 3 
    3.The customer is communicated with regarding the outcome and progress of the solution. 

    SPECIFIC OUTCOME 5 
    Provide practical business solutions 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.A partnership is arranged between other stakeholders and the organisation, which enhances the solution of the customer's problem. 

    ASSESSMENT CRITERION 2 
    2.Relationships are built by solving the customer's complaint and by building sales. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The relevant Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards this standard. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A general understanding of the company`s complaint procedure and systems.
  • A basic understanding of methods and techniques for communicating with stakeholders involved in customer`s complaints.
  • A basic understanding of the methods and techniques of providing practical business solutions. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others in the pursuit of solutions for customer complaints. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise oneself and one`s activities so that alternative solutions and strategies exist to solve the problem in the event current one`s failing. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, evaluate, organise and critically evaluate information so that all details required to solve the customer`s complaint is obtained, recorded and used. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with all customers and other stakeholders in the resolution of the customer`s complaint. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Understand the world as a set of related systems in that resolved complaints can lead to improved business in the line of sales. 

  • 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 dealing with customer complaints. 

  • 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  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  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  20185   Further Education and Training Certificate: Banking  Level 4  NQF Level 04  Reregistered  2023-06-30  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. 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.