SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Identify and manage areas of customer service impact

SAQA US ID	UNIT STANDARD TITLE
10054	Identify and manage areas of customer service impact
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 5	Level TBA: Pre-2009 was L5	6
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-06-30		2029-06-30

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 Diploma in Contact Centre Management at NQF Level 5. 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 supervision within the Contact Centre Industry.

The qualifying learner is capable of:

Identifying "touch points" of customers.

Determining solutions in areas of customer service.

Actioning changes or improving areas of customer service.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

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 language, numeracy, literacy and communication at NQF Level 5 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 in the area in which the learner chooses to operate.

Change agents including internal or external.

Methodical tools including group techniques, process consultation, team building, plans of action and participative management.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Identify "touch points" of customers

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Moments of truth are identified and explained.

ASSESSMENT CRITERION 2

2. Customer service impact areas of vulnerability are identified and explained.

ASSESSMENT CRITERION 3

3. The characteristics of customer service are identified in terms of their quantitative nature.

SPECIFIC OUTCOME 2

Determine solutions in areas of customer service

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Solutions provides for the optimal satisfaction of customer service within the constraints and priorities of the organisation.

ASSESSMENT CRITERION 2

2. The solution plan provides and compares options for customer service impact areas.

ASSESSMENT CRITERION 3

3. Solutions are developed in consultation with all stakeholders and authorised and approved by individuals with authority to do so.

ASSESSMENT CRITERION 4

4. Solutions are developed within agreed timeframe and meet organisational specifications.

SPECIFIC OUTCOME 3

Action changes or improves areas of customer service

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Changes are implemented within agreed timeframes and in format.

ASSESSMENT CRITERION 2

2. Solutions are justified in terms of their feasibility and usefulness in the management of customer service.

ASSESSMENT CRITERION 3

3. The role and usefulness of change agents are identified and their strengths and limitations are assessed.

ASSESSMENT CRITERION 4

4. Approaches for continuous improvement are evaluated and assessed in managing the planned changes or improvements.

ASSESSMENT CRITERION 5

5. Methodical tools and methods are used to facilitate the change or improvement process.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

The relevant Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards this unit standard.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

A demonstrated understanding of:

A general and broad understanding of the areas of customer service impact in an organisation.

A broad understanding of methods and techniques for developing solutions to problems within a customer service arena.

A basic understanding of methods and techniques for managing change or improvement.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems related to the development of solutions and change to areas of customer service impact.

UNIT STANDARD CCFO WORKING

Work effectively with others in the pursuit of customer service excellence.

UNIT STANDARD CCFO ORGANISING

Organise oneself and one`s activities so that alternative solutions exist, so that changes or improvements can be made to areas of customer service

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively with customers when identifying customer service impact areas.

UNIT STANDARD CCFO SCIENCE

Use science and technology to assist in the development of solutions.

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 managing areas of customer service impact.

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	48744	Further Education and Training Certificate: Beauty (Nail Technology)	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2011-02-16	Was SERVICES until Last Date for Achievement
Core	21792	National Diploma: Contact Centre Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	20908	National Diploma: Customer Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	21789	National Diploma: Funeral Services Practice	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	48888	National Diploma: Hiring Operations Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2016-12-31	SERVICES
Core	20904	National Diploma: Marketing Communications	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	61593	National Diploma: Marketing Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	20896	National Diploma: Marketing Research	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	67229	National Diploma: Payroll Administration Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	35926	National Diploma: Payroll Administration Services	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2009-03-31	Was SERVICES until Last Date for Achievement
Elective	49086	National Certificate: Auctioneering Management	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2011-02-16	Was SERVICES until Last Date for Achievement
Elective	59201	National Certificate: Generic Management	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	93993	National Certificate: Labour Relations Practice	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	61594	National Certificate: Management	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2009-05-02	As per Learning Programmes recorded against this Qual
Elective	62610	National Diploma: Copywriting	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual

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.	Digital School of Marketing (Pty) Ltd