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 THAT HAS PASSED THE END DATE:

Formulate, design and implement customer service delivery systems and processes

SAQA US ID	UNIT STANDARD TITLE
10080	Formulate, design and implement customer service delivery systems and processes
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 6	Level TBA: Pre-2009 was L6	8
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:

Developing and implementing an action plan to achieve desired service levels

Monitoring progress and effectiveness of action plans implemented

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.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Develop and implement an action plan to achieve desired service levels

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Alternative solutions to address areas for improvement is identified.

ASSESSMENT CRITERION 2

2. Preferred solution is identified and selected.

ASSESSMENT CRITERION 3

3. An action plan is created and developed to achieve the desired solution.

SPECIFIC OUTCOME 2

Monitor progress and effectiveness of action plans implemented

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Action plans are monitored for progress.

ASSESSMENT CRITERION 2

2. Actual results are measured against desired results and gaps identified.

ASSESSMENT CRITERION 3

3. Identified variances or discrepancies against plan are recorded and reasons for the discrepancy are found and analysed.

ASSESSMENT CRITERION 4

4. Suggestions for the improvement of customer service delivery processes are identified and communicated with the relevant stakeholders.

ASSESSMENT CRITERION 5

5. The thought is documented and complete, concise and in the required format.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

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

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

A broad and general understanding of methods and techniques for developing and implementing action plans.

A basic understanding of organisational customer service level, delivery systems and processes.

A broad all rounded understanding of methods and techniques for measuring progress of action plans.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems related to the design and implementation of customer service delivery systems and processes.

UNIT STANDARD CCFO ORGANISING

Organise oneself and one's activities so that alternative action plans exist, in the event of current one's being rejected or failing.

UNIT STANDARD CCFO COLLECTING

Collect, evaluate, organise and critically evaluate information related to the measurement and monitoring of action plans.

UNIT STANDARD CCFO SCIENCE

Use science and technology in the development and monitoring of action plans related to customer service delivery systems and processes.

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	21792	National Diploma: Contact Centre Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	20909	National First Degree: Customer Management	Level 6	Level TBA: Pre-2009 was L6	Passed the End Date - Status was "Reregistered"	2018-06-30
Core	20905	National First Degree: Marketing Communication	Level 6	NQF Level 07	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	20901	National First Degree: Marketing Management	Level 6	Level TBA: Pre-2009 was L6	Passed the End Date - Status was "Reregistered"	2018-06-30
Core	20897	National First Degree: Marketing Research	Level 6	Level TBA: Pre-2009 was L6	Passed the End Date - Status was "Reregistered"	2018-06-30
Elective	50060	National Certificate: Public Administration	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	PSETA
Elective	49598	National Diploma: Paralegal Practice	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SAS SETA
Elective	67460	National Diploma: Public Administration	Level 6	NQF Level 06	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.

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