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 help desk queries 
SAQA US ID UNIT STANDARD TITLE
254594  Handle help desk queries 
ORIGINATOR
Task Team - Wholesale and Retail 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 2  NQF Level 02  12 
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 is intended for people who work within the help desk arena of a Wholesale or Retail operation. Persons credited with this unit standard will be able to categorise all applicable queries and handle them according to the requirements of the organisation within the required timeframes.

Qualifying Learners will be able to:
  • Explain the use of organisational call desk systems.
  • Answer and categorise in-coming queries.
  • Respond to queries.
  • Plan to make calls to solve queries.
  • Place calls to solve queries.
  • Record information. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that the learner has completed the following areas of learning before attempting this unit standard:
  • Mathematical Literacy at NQF level 1.
  • Communication at NQF Level 1. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain the use of organisational call desk systems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The purpose of organisational call desk systems are listed in terms of its advantages and disadvantages for both the organisation and the customer. 

    ASSESSMENT CRITERION 2 
    The use of call desk equipment for the placing and answering of calls is demonstrated according to organisational prescripts. 

    ASSESSMENT CRITERION 3 
    Procedures for the placing and answering of calls are explained in terms of organisational policies. 

    ASSESSMENT CRITERION 4 
    Timeframes for the placing and answering of calls are explained in terms organisational standards. 

    SPECIFIC OUTCOME 2 
    Answer and categorise in-coming queries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    In-bound calls are answered according to organisational policies and procedures. 

    ASSESSMENT CRITERION 2 
    Queries are categorised according to the different categories used by the organisation. 

    ASSESSMENT CRITERION 3 
    Parties that are to receive rerouted calls are selected as per organisational requirements. 

    SPECIFIC OUTCOME 3 
    Respond to queries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Speaker-listener interpersonal communication techniques are explained as applied in a call desk centre. 

    ASSESSMENT CRITERION 2 
    Speaker-listening communication techniques are used to respond to customer queries. 

    ASSESSMENT CRITERION 3 
    Customer's queries are responded to within required timeframes and organisational policy. 

    SPECIFIC OUTCOME 4 
    Plan to make calls to solve queries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The method for identifying organisational staff to call in order to solve queries is explained according to organisational procedures. 

    ASSESSMENT CRITERION 2 
    The reason for a call is identified according to organisational categories. 

    ASSESSMENT CRITERION 3 
    The outcome of a call is planned according to the circumstances and the requirements of the organisation. 

    ASSESSMENT CRITERION 4 
    The approach for conducting a call desk call is listed as is appropriate for the type of query. 

    SPECIFIC OUTCOME 5 
    Place calls to solve queries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The operating of out-bound call desk equipment is explained in terms of organisational prescripts. 

    ASSESSMENT CRITERION 2 
    Customer verification is concluded to ensure that the correct customer is reached in order to address a query. 

    ASSESSMENT CRITERION 3 
    Calls are conducted and ended according to organisational requirements. 

    ASSESSMENT CRITERION 4 
    The key characteristics of communicating with a customer is explained in terms of maintaining the organisational image and promoting the organisation to the customer. 

    SPECIFIC OUTCOME 6 
    Record information. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The impact of incorrect recording of information is explained in terms of the organisation and the customer. 

    ASSESSMENT CRITERION 2 
    The information to be recorded is identified as per the requirements of the organisation. 

    ASSESSMENT CRITERION 3 
    Information is recorded using specified organisational methods within required timeframes. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing an individual against this unit standard must meet the assessor requirements of the relevant ETQA. In particular, such assessors must demonstrate that they assess in terms of the scope and context defined in all the range statements.
  • Any institution offering learning towards this unit standard must be accredited as a provider with the relevant ETQA.
  • External moderation of assessment will be conducted by the relevant ETQA at its discretion according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    N/A 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Handling of help desk queries and resolving of queries received requires effective teamwork in the organisation. 

    UNIT STANDARD CCFO ORGANISING 
    Self organisation and the organising of own activities in the handling of and recording of queries according to organisational requirements. 

    UNIT STANDARD CCFO COLLECTING 
    The collection analysis, organising and critical evaluation of information takes place in the handling of customer queries and the selection of the most appropriate individual to liase with in terms of addressing a query received according to operational requirements. 

    UNIT STANDARD CCFO COMMUNICATING 
    The use of effective communication in the listening to and addressing of queries according to operational requirements. 

    UNIT STANDARD CCFO SCIENCE 
    Handling of help desk queries and resolving of queries received requires effective teamwork in the organisation. 

    UNIT STANDARD CCFO DEMONSTRATING 
    The effective dealing with and addressing of queries from customers of the organisations supports the understanding of the world as a set of related systems. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    Terminology:
  • Categories of queries: Refers to those that need to be forwarded to others within the organisation, those that can be answered and actioned immediately, those that need to be recorded and actioned later and any similar categories used by the organisation.
  • Customer: Refers to both internal and external customers. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    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. Mahlasedi Training Matters 
    2. SSD Consultants 
    3. Thahameso Training and Development Services 
    4. Truworths 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.