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 QUALIFICATION: 

National Certificate: Contact Centre Support 
SAQA QUAL ID QUALIFICATION TITLE
71490  National Certificate: Contact Centre Support 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
The individual Primary or Delegated Quality Assurance Functionary for each Learning Programme recorded against this qualification is shown in the table at the end of this report.  The individual NQF Sub-framework for each Learning Programme recorded against this qualification is shown in the table at the end of the qualification report. 
QUALIFICATION TYPE FIELD SUBFIELD
National Certificate  Field 03 - Business, Commerce and Management Studies  Marketing 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  128  Level 2  NQF Level 02  Regular-Unit Stds Based 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Reregistered  SAQA 10105/14  2015-07-01  2018-06-30 
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 qualification replaces: 
Qual ID Qualification Title Pre-2009 NQF Level NQF Level Min Credits Replacement Status
67466  National Certificate: Contact Centre Support  Level 2  NQF Level 02  128  Complete 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Any individual who are or wish to be involved in the Contact Centre industry, will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management. This qualification will be registered at NQF Level 2. Portability across both areas of specialisation is therefore ensured.

Learners working towards this qualification will find that the acquisition of competence in the unit standards, which make up the qualification, will add value to learner`s job. This qualification is intended to enhance the provision of entry level service within the Contact Centre Industry.

Rationale of the qualification:

The National Qualification in Contact Centre Support: Level 2 is designed to meet the needs of those learners who enter the field of Contact Centres. Contact Centres have become key business tools - integral to the way organisations achieve their business objectives. Contact Centres are a new industry - there is a need to develop career paths in this field, and it is a high growth industry constantly in need of skilled people.

The Contact Centre industry is also fast becoming the next knowledge worker industry. All Contact Centres are currently recruiting, training and performance managing agents. Currently Call Centres sit inside of existing organisations within larger Industries, i.e. Banking, Insurance, PAY-TV.

The Contact Centre National Certificate at NQF Level 2 will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who:
  • Were previously disadvantaged or who were unable to complete their schooling and were therefore denied access to Further Education and Training.
  • Have worked in Contact Centres for many years, but have no formal qualification in Contact Centre Support.
  • Wish to extend their range of skills and knowledge of the industry so that they can become competent workers in Contact Centres.

    The National Certificate in Contact Centre Support: Level 2 allows the learner to work towards a nationally recognised whole qualification. The qualification will allow both those in formal education and those already employed in Contact Centre organisations access, due to its flexibility.

    The qualification has building blocks that can be developed further and will lead to a more defined Contact Centre career path at various NQF levels. It also focuses on the skills, knowledge, values and attitudes required to progress further. The intention is:
  • To promote the development of knowledge and skills that are required in Contact Centres.
  • To release the potential of people.
  • To provide opportunities for people to move up the value chain.

    Many different roles and careers are linked to and affected by this qualification. They include, but are not limited to:
  • Sales Managers
  • Contact Centre Managers
  • Sales Representatives
  • National Account Managers
  • Key Account Managers
  • Channel Managers
  • Contact Centre/Call Centre Supervisors
  • General Managers
  • Administration Staff
  • Category Managers
  • Telesales Clerks
  • Sales Directors
  • Client Services Clerks
  • Quality Assurance Staff
  • Contact Centre/Call Centre Agents
  • IT Staff

    The National Certificate in Contact Centre Support: Level 2, should produce knowledgeable, skilled people who are able to contribute to improved productivity and efficiency within the Contact Centre industry. It should provide the means for current individuals in the Contact Centre field to receive recognition of prior learning and to upgrade their skills and knowledge base. The qualification is structured in such a way that it exposes individuals to a set of core competences to give a broad understanding of Contact Centre support operations and the electives, which will allow for a specialisation of competence in either a commercial or an emergency environment. It will also promote the notion of life-long learning. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The learning assumed to be in place is only a guide in order to help the learner cope with the unit standards in the qualification. The following is the learning assumed to be in place:
  • Numeracy at NQF Level 1 or equivalent.
  • English (verbal and written communication skills) at NQF Level 1 or equivalent.
  • A Second Language (verbal and written communication skills) at NQF Level 1 or equivalent.
  • Computer operating skills at NQF Level 2 or equivalent.

    Recognition of prior learning:

    The structure of this Unit Standard based Qualification makes the Recognition of Prior Learning possible, if the learner is able to demonstrate competence in the knowledge, skills, values and attitudes implicit in this Contact Centre Support Qualification.

    This Recognition of Prior Learning may allow:
  • For accelerated access to further learning.
  • Gaining of credits towards a unit standard.

    All recognition of Prior Learning is subject to quality assurance by the relevant accredited Education, Training, Quality, Assurance Body and is conducted by an accredited workplace assessor. 

  • RECOGNISE PREVIOUS LEARNING? 

    QUALIFICATION RULES 
    To be awarded the Qualification learners are required to obtain a minimum of 128 credits as detailed below.

    FUNDAMENTAL COMPONENT

    The Fundamental Component consists of Unit Standards in:
  • Mathematical Literacy at Level 2 to the value of 16 credits
  • Communication at Level 2 in a First South African Language to the value of 20 credits.

    All Unit Standards, to the value of 36 credits, in the Fundamental Component are compulsory.

    CORE COMPONENT

    The Core Component consists of Unit Standards to the value of 76 credits all of which are compulsory.

    ELECTIVE COMPONENT

    The Elective Component consists of individual unit standards from which the learner must choose unit standards totalling a minimum of 16 credits. 

  • EXIT LEVEL OUTCOMES 
    On achieving this qualification, the learner will be able to:
  • Identify Contact Centre customers and their needs.
  • Respond to customers with factual and accurate information.
  • Gather and process data specifically related to Contact Centres.
  • Operate as a team member in a diverse working environment.
  • Perform to the required standards and requirements.
  • Implement and articulate operational activities in a Contact Centre. 

  • ASSOCIATED ASSESSMENT CRITERIA 
    In particular assessors should check that the learner must demonstrate an ability to consider a range of options and make decisions about:
  • The identification and response to Contact Centre customer needs and requirements.
  • Contact Centre specific data gathering processes and procedures.
  • Team membership responsibilities and the importance of self development.
  • Performance levels and the meeting of these levels.
  • Operational activities are implemented and applied.

    Integrated Assessment:

    Because assessment practices must be open, transparent, fair, valid, and reliable and ensure that no learner is disadvantaged in any way whatsoever, an integrated assessment approach is incorporated into the qualification.

    As it is a Unit Standard based Qualification, both formative and summative assessment processes are accounted for. 

  • INTERNATIONAL COMPARABILITY 
    Benchmarking was done by comparison to Unit Standards/Outcomes of learning against:
  • New Zealand and Australian Qualifications where these could be sourced.
  • NVQ Qualifications from Britain. In fact the NVQ have compared the unit standards in this qualification and have approved the relevant unit standards for a period of two years. 

  • ARTICULATION OPTIONS 
    On completion of this qualification, besides careers in the formal Contact Centre industry, learners may also be able to enter careers in:
  • Contact Centre Agent/Consultant
  • Contact Centre Supervisor
  • Contact Centre Coach
  • Contact Centre Manager
  • Customer Service Representatives
  • Customer Care Consultants
  • Direct Selling
  • Sales
  • Tele Marketing
  • Data Capturing
  • Other IT Related Fields
  • Administration Clerks
  • Receptionists
  • Switchboard Operators

    Note:

    1. The above is an indication rather than an exhaustive listing.
    2. In addition learners can specialise in an industry sector e.g. FMCG; Retail, Wholesale, Motor, Insurance, Banking, etc. 

  • MODERATION OPTIONS 
  • Anyone assessing a learner or moderating the assessment of a learner against this Qualification must be registered as an assessor with the relevant Education, Training, Quality, Assurance (ETQA) Body.
  • Any institution offering learning that will enable the achievement of this Qualification must be accredited as a provider with the relevant ETQA.
  • Assessment and moderation of assessment will be overseen by the relevant ETQA according to the ETQA`s policies and guidelines for assessment and moderation; in terms of agreements reached around assessment and moderation between ETQA`s (including professional bodies); and in terms of the moderation guideline detailed immediately below.
  • Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standards as well as the integrated competence described in the qualification.

    Anyone wishing to be assessed against this Qualification may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant ETQA. 

  • CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    For an applicant to register as an assessor, the applicant needs:
  • A minimum of 2 (two) years practical, relevant occupational experience.
  • To be declared competent in all the outcomes of the National Assessor Unit Standards as stipulated by South African Qualifications Authority (SAQA).
  • Detailed documentary proof of educational qualification, practical training undergone, and experience gained by the applicant must be provided (Portfolio of Evidence). 

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

    NOTES 
    This qualification replaces qualification 67466, which is National Certificate: Contact Centre Support, Level 2, 128 credits. 

    UNIT STANDARDS: 
      ID UNIT STANDARD TITLE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
    Core  10350  Collect and record information queries and requests from customers  Level 2  NQF Level 02 
    Core  10354  Contribute to a diverse working environment in a Contact Centre  Level 2  NQF Level 02 
    Core  10348  Identify and respond to customer needs in a Contact Centre  Level 2  NQF Level 02  12 
    Core  10349  Input data received onto appropriate computer packages within a Contact Centre  Level 2  NQF Level 02  12 
    Core  10353  Meet performance standards within a Contact Centre  Level 2  NQF Level 02 
    Core  13885  Provide information to customers in a Contact Centre  Level 2  NQF Level 02  12 
    Core  13886  Gather and provide relevant information to contribute to contact centre problem solving  Level 3  NQF Level 03 
    Core  13873  Handle a range of customer complaints in Contact Centres  Level 4  NQF Level 04 
    Core  13872  Instil in myself a personal Contact Centre culture  Level 4  NQF Level 04 
    Core  13874  Work as a member of a Contact Centre Team  Level 4  NQF Level 04 
    Fundamental  119463  Access and use information from texts  Level 2  NQF Level 02 
    Fundamental  9009  Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life related problems  Level 2  NQF Level 02 
    Fundamental  7480  Demonstrate understanding of rational and irrational numbers and number systems  Level 2  NQF Level 02 
    Fundamental  9008  Identify, describe, compare, classify, explore shape and motion in 2-and 3-dimensional shapes in different contexts  Level 2  NQF Level 02 
    Fundamental  119454  Maintain and adapt oral/signed communication  Level 2  NQF Level 02 
    Fundamental  8967  Use language and communication in occupational learning programmes  Level 2  NQF Level 02 
    Fundamental  7469  Use mathematics to investigate and monitor the financial aspects of personal and community life  Level 2  NQF Level 02 
    Fundamental  9007  Work with a range of patterns and functions and solve problems  Level 2  NQF Level 02 
    Fundamental  119456  Write/present for a defined context  Level 2  NQF Level 02 
    Elective  10358  Apply in-bound Contact Centre Operations within a commercial environment  Level 2  NQF Level 02 
    Elective  13884  Apply in-bound and out-bound Contact Centre operations within an emergency context  Level 3  NQF Level 03  16 
    Elective  13883  Apply out-bound Contact Centre Operations within a commercial environment  Level 3  NQF Level 03 


    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
    When qualifications are replaced, some (but not all) of their learning programmes are moved to the replacement qualifications. If a learning programme appears to be missing from here, please check the replaced qualification.
     
    LP ID Learning Programme Title Originator Pre-2009
    NQF Level
    NQF Level Min Credits Learning Prog End Date Quality
    Assurance
    Functionary
    NQF Sub-Framework
    67516  National Certificate: Contact Centre Support  Damelin  Level 2  NQF Level 02  128     SERVICES  OQSF 
    73269  National Certificate: Contact Centre Support  Generic Provider - Field 03  Level 2  NQF Level 02  128     SERVICES  OQSF 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THESE LEARNING PROGRAMMES: 
    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.
     
    NONE 



    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.