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 THAT HAS PASSED THE END DATE: 

National Diploma: Contact Centre Management 
SAQA QUAL ID QUALIFICATION TITLE
21792  National Diploma: Contact Centre Management 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
SERVICES - Services Sector Education and Training Authority  OQSF - Occupational Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
National Diploma  Field 03 - Business, Commerce and Management Studies  Marketing 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  241  Level 5  NQF Level 05  Regular-Unit Stds Based 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Passed the End Date -
Status was "Reregistered" 		 SAQA 9900/00  2018-07-01  2023-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2028-06-30  

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
1475  National Certificate: Contact Centre Management  Level 5  Level TBA: Pre-2009 was L5  120  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 5. 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 Management: Level 5 is designed to meet the needs of those learners want to progress and will assist those who make Contact Centre Management their chosen career path, in 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 Diploma at NQF Level 5 will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who:
  • At the higher levels needs a set of unit standards against which to align and measure themselves.
  • 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 Management.
  • Wish to extend their range of skills and knowledge of the industry so that they can become competent workers in Contact Centres.

    The National Diploma in Contact Centre Management: Level 5 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 focuses on the skills, knowledge, values and attitudes required to progress further within the Contact Centre industry. 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 Diploma in Contact Centre Management: Level 5, 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 operations and management, 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:
  • Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 4 or equivalent.
  • Learners are expected to have demonstrated competency in a First Language (verbal and written communication skills) and numeracy at NQF Level 4 or equivalent.
  • Learners will demonstrate competence in a Second Language (verbal and written communication skills) at NQF Level 3 or equivalent.

    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 Management 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? 
    Y 

    QUALIFICATION RULES 
    20 credits should be obtained from the Fundamental Communications and Language unit standards and 11 credits from the Fundamental Mathematical Literacy unit standards

    Elective unit standards:
    Choice between unit standard 10346 "Develop and plan Contact Centre operations in a commercial environment "
    OR
    10347 "Develop and plan Contact Centre operations in an emergency environment" 

    EXIT LEVEL OUTCOMES 
    On achieving this qualification, the learner will be able to:
  • Articulate the operations in either a commercial environment or an emergency environment.
  • Analyse and use statistical data.
  • Manage the quality of operations, service levels and performance levels and implement service delivery systems.
  • Determine and apply rewards and incentives.
  • Assess the sales environment and take appropriate action where necessary.
  • Develop and maintain Contact Centre customer database.
  • Lead Contact Centre team members in a diverse environment. 
    		•

    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:
  • Operational issues are identified, implemented and controlled.
  • A range of Contact Centre product and service issues related to sales are applied.
  • Customer service levels, measurements and analysis are determined, implemented and monitored.
  • Contact Centre teams are developed and their cohesion maintained.
  • Database related issues are understood, implemented and monitored.
  • Activities relating to Contact Centre service levels and people are identified and applied.
  • Customer`s statistics and activities and their analysis, development, implementation, monitoring and control are 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 
    As per the SAQA decision to re-register all provider-based qualifications on the National Qualifications Framework that meet the criteria for re-registration, this qualification has been re-registered from 1 July 2018. This qualification replaces qualification 1475, "National Certificate: Contact Centre Management", Level 5, 120 credits. 

    UNIT STANDARDS: 
      ID UNIT STANDARD TITLE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
    Core  10348  Identify and respond to customer needs in a Contact Centre  Level 2  NQF Level 02  12 
    Core  10333  Conduct a customer needs analysis for Contact Centres  Level 5  Level TBA: Pre-2009 was L5  14 
    Core  10341  Develop and implement rewards and incentive strategies in Contact Centres  Level 5  Level TBA: Pre-2009 was L5  12 
    Core  10343  Develop and maintain a client database for Contact Centres  Level 5  Level TBA: Pre-2009 was L5  12 
    Core  10342  Develop and maintain a diverse working environment in Contact Centres  Level 5  Level TBA: Pre-2009 was L5  18 
    Core  10344  Guide a group of people to work together as a team in creating Contact Centre deliverables  Level 5  Level TBA: Pre-2009 was L5  9 
    Core  10054  Identify and manage areas of customer service impact  Level 5  Level TBA: Pre-2009 was L5  6 
    Core  10332  Monitor operations in Contact Centres  Level 5  Level TBA: Pre-2009 was L5  20 
    Core  13871  Respond to complex requirements from clients  Level 5  Level TBA: Pre-2009 was L5  16 
    Core  13878  Analyse and interpret Contact Centre reports and statistical data  Level 6  Level TBA: Pre-2009 was L6  12 
    Core  13870  Enhance service levels in Contact Centres  Level 6  Level TBA: Pre-2009 was L6  16 
    Core  10080  Formulate, design and implement customer service delivery systems and processes  Level 6  Level TBA: Pre-2009 was L6  8 
    Core  10079  Measure and analyse customer service levels  Level 6  Level TBA: Pre-2009 was L6  12 
    Core  13882  Monitor and maintain quality within Contact Centres  Level 6  Level TBA: Pre-2009 was L6  12 
    Fundamental  12154  Apply comprehension skills to engage oral texts in a business environment  Level 4  NQF Level 04  5 
    Fundamental  12155  Apply comprehension skills to engage written texts in a business environment  Level 4  NQF Level 04  5 
    Fundamental  9015  Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems  Level 4  NQF Level 04  6 
    Fundamental  7465  Collect and use data to establish complex statistical and probability models and solve related problems  Level 4  NQF Level 04  5 
    Fundamental  7485  Demonstrate understanding of real and complex number systems  Level 4  NQF Level 04  3 
    Fundamental  7484  Describe, represent, analyse and explain changes in shape and motion in 2- and 3-dimensional space with justification  Level 4  NQF Level 04  4 
    Fundamental  10031  Edit, Code and Capture data  Level 4  NQF Level 04  5 
    Fundamental  8974  Engage in sustained oral communication and evaluate spoken texts  Level 4  NQF Level 04  5 
    Fundamental  8977  Evaluate literary texts  Level 4  NQF Level 04  5 
    Fundamental  7482  Find the derivatives and antiderivatives of a range of sample functions and apply these to problems involving curve sketching, areas under curves, maxima and minima and rates of change  Level 4  NQF Level 04  3 
    Fundamental  7481  Find the derivatives and integrals of a range of functions including the trigonometric functions and apply these to problems  Level 4  NQF Level 04  4 
    Fundamental  8978  Motivate judgements on selected literary texts  Level 4  NQF Level 04  5 
    Fundamental  8975  Read analyse and respond to a variety of texts  Level 4  NQF Level 04  5 
    Fundamental  9016  Represent analyse and calculate shape and motion in 2-and 3-dimensional space in different contexts  Level 4  NQF Level 04  4 
    Fundamental  7466  Represent and operate on complex numbers in non-trivial situations  Level 4  NQF Level 04  2 
    Fundamental  7483  Solve problems involving sequences and series in real and simulated situations  Level 4  NQF Level 04  2 
    Fundamental  8979  Use language and communication in occupational learning programmes  Level 4  NQF Level 04  5 
    Fundamental  7468  Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues  Level 4  NQF Level 04  6 
    Fundamental  12153  Use the writing process to compose texts required in the business environment  Level 4  NQF Level 04  5 
    Fundamental  7470  Work with a wide range of patterns and inverses of functions and solve related problems  Level 4  NQF Level 04  6 
    Fundamental  8976  Write for a wide range of contexts  Level 4  NQF Level 04  5 
    Elective  252190  Edit, code and capture data  Level 4  NQF Level 04  5 
    Elective  10346  Develop and plan Contact Centre operations in a commercial environment  Level 5  Level TBA: Pre-2009 was L5  30 
    Elective  10347  Develop and plan Contact Centre operations in an emergency environment  Level 5  Level TBA: Pre-2009 was L5  30 


    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.
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    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.