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: 

Process incoming and outgoing telephone calls 
SAQA US ID UNIT STANDARD TITLE
7790  Process incoming and outgoing telephone calls 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
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 
All those operating in a business environment must be able to use the telephone effectively. This includes individual use as well as the relaying of messages for others. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
None 

UNIT STANDARD RANGE 
Range statements are included with specific outcomes as necessary. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Make a decision to disclose information or not to accordance with organisational requirements. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Disclosable and non-disclosable information are classified and reasons therefore explained. 

ASSESSMENT CRITERION 2 
Various ways of finding telephone numbers are described according to organisational requirements. 

ASSESSMENT CRITERION 3 
The necessary documentation and equipment are prepared prior to making any outgoing calls. 
ASSESSMENT CRITERION RANGE 
The range of documentation and equipment is: Computers, writing material, notes etc.
 

ASSESSMENT CRITERION 4 
Possible suggestions to learn the new system of a new switchboard that is being introduced into the organisation quickly to become competent are described. 

SPECIFIC OUTCOME 2 
Take and transfer incoming calls, as well as messages in accordance with organisational requirements. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The importance of acknowledging callers and keeping them informed of reasons for delays are explained. 

ASSESSMENT CRITERION 2 
The difference in the way a person answers their own private telephone and the way the switchboard is answered in terms of assisting customers are explained. 

ASSESSMENT CRITERION 3 
Standard telephone etiquette on answering calls, transferring calls and making calls are described. 

ASSESSMENT CRITERION 4 
The importance of body language in communicating with others while on a call and the reason are described. 

ASSESSMENT CRITERION 5 
A decision, based on a telephonic request from a customer, to help or to transfer the call to another person in the organisation is made according to standard telephone etiquette and organisational requirements, and reasons for this decision are explained. 

ASSESSMENT CRITERION 6 
The caller's call is transferred quickly and politely according to standard telephone etiquette and organisational requirements, to another person who may be more able to assist after probing questions were asked to determine the purpose of the call. 

ASSESSMENT CRITERION 7 
A detailed message for others in the organisation is taken or an offer to call the customer back is made (including whom the message is for, who called, the date and time, a short description of the call and contact details of the caller). 

SPECIFIC OUTCOME 3 
Describe methods for dealing with abusive callers and emergency situations in accordance with organisational requirements. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Methods for dealing with abusive callers are described. 

ASSESSMENT CRITERION 2 
Methods for dealing with emergency situations are described. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category.
This has been done as it was deemed necessary to ensure holistic assessment occurred.

The specific outcomes can be applied in a range of contexts.

Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

The specific outcomes are comparable to outcomes used internationally.

We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

If competencies are to be clustered in a meaningful way, then these unit standards cannot be split. 


Critical Cross-field Outcomes (CCFO): 

UNIT STANDARD CCFO WORKING 
Work effectively with others (Specific Outcomes 9,11,15,17) 

UNIT STANDARD CCFO COMMUNICATING 
Communicate effectively (Specific Outcomes 11,12,13) 

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

UNIT STANDARD NOTES 
Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated KNOWLEDGE and UNDERSTANDING" is required.

Recommendations and Exemplars for the design of:

Learning/Curriculum
  • Standard etiquette for use of the telephone should be covered. This can extend to etiquette for the use of cellular telephones as well.
  • Role-plays provide additional input that is fairly realistic
  • Dos and don`ts on the telephone should be covered, including body language - smiling, good posture etc. Reasons why these are important must also be dealt with.
  • Distinguish between how to man a switchboard and how to operated ones own phone.
    Performance systems
  • Interaction with customers over the telephone should be monitored. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48875   Further Education and Training Certificate: Public Relations Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2009-09-09  Was SERVICES until Last Date for Achievement 
    Core  61597   National Certificate: General Travel  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  14122   National Diploma: Retail Travel  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  CATHSSETA 
    Core  14118   National Diploma: Wholesale Travel  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2012-06-30  CATHSSETA 
    Fundamental  14110   National Certificate: Accommodation Services  Level 2  NQF Level 02  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14114   National Certificate: Dealing  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14115   National Certificate: Fast Food Services  Level 3  NQF Level 03  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14120   National Certificate: Gaming (Slots Operations)  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14121   National Certificate: Gaming (Surveillance Operations)  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14117   National Certificate: Gaming Cashiering  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14113   National Certificate: Food and Beverage Services  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14116   National Certificate: Hospitality Reception  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2007-10-30  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14111   National Certificate: Professional Cookery  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14123   National Diploma: Accommodation Services  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14109   National Diploma: Fast Food Services  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  61596   National Diploma: Food and Beverage Management  Level 5  NQF Level 05  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Fundamental  14112   National Diploma: Professional Cookery  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2015-03-13  CATHSSETA 
    Elective  67465   National Certificate: Business Administration Services  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  61595   Further Education and Training Certificate: Business Administration Services  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  23433   Further Education and Training Certificate: Micro Finance  Level 4  Level TBA: Pre-2009 was L4  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. ACADEMY BUSINESS SCHOOL 
    2. ADINVALE PTY LTD 
    3. Advanced Assessments & Training (Pty) Ltd 
    4. ADVENTURE QUALIFICATIONS NETWORK cc 
    5. AFRICA SKILLS TRAINING SOLUTIONS PTY LTD 
    6. AFRICAN GLOBAL SKILLS ACADEMY 
    7. African Global Skills Academy Pty Ltd 
    8. Agnovision 
    9. ALL CONNECTIONS 
    10. Alnet Pty Ltd 
    11. AMANDLA OBUNYE TRAINING ACADEMY PTY LTD 
    12. AMATHUBA HUB 
    13. AUBREY NYIKO BUSINESS ENTERPRISES 
    14. AUDIT BEE TRAINING 
    15. AVIWE BUSINESS DEVELOPMENT SERVICES 
    16. Bella FE Consulting 
    17. BEST INFORMATION SOLUTIONS 
    18. BETANOCARE PTY LTD 
    19. BIDVEST SERVICES PTY LTD 
    20. Biz-Ed Trading (Pty) Ltd 
    21. BODUBELO HOSPITALITY & MODERN CATERING 
    22. Boston City Campus and Business College (PTY) Ltd 
    23. Bravoplex 559 cc 
    24. BREAKING GROUND LEARNING AND DEVELOPMENT 
    25. Business Management Training College (Pty) Ltd 
    26. C Madumo Projects 
    27. Cape Academy of Guiding Services 
    28. CAPE GUIDE TRAINING 
    29. Cape Tourism and Hospitality Skills Training Company 
    30. Cape Town School of Hospitality 
    31. Capsicum Culinary Studio Pty Ltd 
    32. CEDARS ACADEMY FOR TECHNICAL TRAININGPTYLTD 
    33. CENTRE FOR AFRICA CAPACITY BUILDING AND DEVELOPMENT PTY LTD 
    34. CENTRE FOR ENTREPRENEURSHIP MANAGEMENT AND INNOVATION 
    35. Chartall Business College 
    36. CHERE CONSULTING PTYLTD 
    37. Civivision 
    38. COMMERCE EDGE SOUTH AFRICA PTY LTD 
    39. Compuscan Academy 
    40. CONCORDE TRAVEL (PTY) LTD 
    41. CSG SKILLS INSTITUTE PTY LTD 
    42. Culinary and Hospitality Academy 
    43. Cullinan Jewellery School 
    44. D & D LWAZI RENAISSANCE RESEARCH DEVELOPMENT 
    45. Daluxolo Human Capital Development Pty Ltd 
    46. DAYSEVEN TRAINING PTY LTD 
    47. DHOU PTYLTD 
    48. Dionysus Skills Development Initiatives Pty Ltd 
    49. EBUS-TECH CONSULTING PTY LTD 
    50. ECMDP (Pty) Ltd 
    51. EDGE TRAINING CONSULTANCY CC 
    52. EDGE TRAINING CONSULTANCY PTY LTD 
    53. EDU POWER SKILLS ACADEMY 
    54. EFFECTIVE INTERACTIONS 
    55. ENSEMBLE TRADING 460 PTY LTD 
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    57. EXOUSIA SKILLS ACADEMY 
    58. Felix Risk Training Consultants 
    59. FGZ CONSULTING PTY LTD 
    60. FOOD HOSPITALITY & TOURISM ACADEMY (PTY) 
    61. G&D Guesthouse and Training 
    62. GP Skills Acadamy (Pty) Ltd 
    63. HEART SOLUTIONS 
    64. HEIRS TRAINING AND DEVELOPMENT PTY LTD 
    65. ICOLLEGE PTY LTD 
    66. IDLEADS 
    67. Ikaheng Human Resources Services (Pty) Ltd 
    68. IKHWEZI MANAGEMENT AND TRAINING INSTITUTE CC 
    69. Immaculate Events and Management Solutions 
    70. IMPI TRAINING PTY LTD T/A ACADEMY TRAINING GROUP 
    71. IMSIMBI TRAINING PTY LTD 
    72. Ingcebo Training Empowerment (Pty) Ltd 
    73. INJEJE TRAINING 
    74. INTELLICIG PTY LTD 
    75. KAHANI TRAINING AND CONSULTING PTY LTD 
    76. Kennies Hospitality & Consulting 
    77. Khanimy Trading Enterprises CC 
    78. KHANYISELA COLLEGE PTY LTD 
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    80. KVR TRAINING AND BUSINESS SOLUTIONS PTY LTD 
    81. KWELANGA TRAINING PTY LTD 
    82. KZN BUSINESS TRAINING CENTRE 
    83. Laezonia Horticulture (Pty) Ltd 
    84. Legacy Training Institute 
    85. Legend Hospitality School 
    86. LEMARK TRAINING AND DEVELOPMENT PTY LTD 
    87. LFP TRAINING CONSULTANTS 
    88. LIBALELE DEVELOPMENT ENTERPRISE CC 
    89. Lincolnwood Trading cc 
    90. LIP HOLDINGS 
    91. Lisakhanya Skills Development Consultants (Pyy) Ltd 
    92. Lisolethu Trading 
    93. LOGIKA ACADEMY PTY LTD 
    94. MGUKA FET COLLEGE PTYLTD 
    95. MI LEARNING AND DEVELOPMENT CONSULTANCY PTY LTD 
    96. Micros South Africa (Pty) Ltd 
    97. MIKYLE CONSULTING CC 
    98. MILLENNIUM SOLUTIONS 
    99. Mmatli Holdings Pty Ltd 
    100. Mmuso Lehumo Distributors 
    101. Mortarboard Training Solutions 
    102. Mosha Training and Projects (Pty) Ltd 
    103. MOSHAKGA BUSINESS ENTERPRISE 
    104. MOTHEO SKILLS ENTITY PTY LTD 
    105. MOTHUSI MANAGEMENT CONSULTANTS 
    106. MPH Skills Development Training ( Pty) Ltd 
    107. Mpume's African Cuisine 
    108. MSV WEALTH MANAGEMENT 
    109. NDIKHOYA DINALEDI SERVICES 
    110. Ndofaya Hospitality Academy 
    111. Ndzali Labour Relations 
    112. Nedbank Ltd 
    113. NERDIE-TECH T/A INNOVATIVE IDEAS TRAINING ACADEMY SATELLITE 
    114. New Hope Revival Organisation 
    115. Ngwana Monamedi Trading Enterprise 
    116. NJONJOZELA TRADING 
    117. Nomagwanishe Investments cc 
    118. Nomsa and Zandi Enterprises and Projects Pty Ltd 
    119. NORCAZ ACADEMY 
    120. Northside Investments 
    121. Nwa Nkumi Development Projects cc 
    122. Phambili Tourism and Development Consultancy 
    123. PHEZULU WORX 
    124. Phosaane Business Enterprise 
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    126. PRODUCTION MANAGEMENT INSTITUTE OF SOUTHERN AFRICA PTY LTD 
    127. PROEXPERT TRAINING 
    128. PUISANONG INVESTMENT ENTERPRISES PTY LTD 
    129. RANTSANE MARIO TRAINING SOLUTIONS 
    130. Rasinkhu Investment 
    131. Re Tshepeng 
    132. RITEPATH COLLEGE 
    133. SA BUSINESS SCHOOL 
    134. SAKHISISIZWE PROJECTS 
    135. School of Transformation 
    136. SEGO SA Thuto 
    137. SERVILINX 65 CC T/A SKILLS DEVELOPMENT ACADEMY 
    138. Shine The Way 294 
    139. SIGNA ACADEMY PTY LTD 
    140. SIMANGO BUSINESS SERVICES 
    141. SINOLWAZI TRAINING AND PROJECTS 
    142. SKILL TECH SOLUTIONS PTY LTD 
    143. South Rand Academy of Hospitality 
    144. ST THINA CLINICAL RESEARCH CENTRE 
    145. TACHFIN HOLDINGS PTY LTD 
    146. Tanzanite and Sapphire Pty Ltd 
    147. Tellumat Pty Ltd 
    148. Tesoriro Trading 
    149. THE LANGUAGE CONNECTION CC 
    150. TKS Bakery and Confectionary 
    151. Tonia`s Trading Enterprises 
    152. Tourism and Business Institute of SA 
    153. Training Arm Of Famous Brands (Pty) Ltd 
    154. TRENTSTONE COLLEGE 
    155. UBUHLE HR & MANAGEMENT CONSULTANTS 
    156. UKWAKHILE TRAINING 
    157. Ulwazi Training Academy (Pty) Ltd 
    158. Umsebenzi Wethu Training Solution (Pty) Ltd 
    159. VARGASOL TRAINING INSTITUTE 
    160. VPK BUSINESS VENTURE C C 
    161. VPK BUSINESS VENTURE PTY LTD 
    162. Vuna Training Institute 
    163. WHITEHALL TRADING PROJECTS 
    164. Wildlife and Environment sociey of SA 
    165. WOMEN IN BUSINESS TODAY PTY LTD 
    166. Work Skills Resources 
    167. ZIKODE DEVELOPMENT TRUST 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.