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: 

Comply with service levels as set out in a Contact Centre Operation 
SAQA US ID UNIT STANDARD TITLE
10313  Comply with service levels as set out in a Contact Centre Operation 
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 4  NQF Level 04  10 
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 
This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. 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 intermediate level service within the Contact Centre industry.


The qualifying learner is capable of:
  • Demonstrating an understanding of company specific service levels.
    Meeting and maintaining service levels. 

  • 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 2 or equivalent.
    Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 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 
    Demonstrate an understanding of company specific service levels. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All relevant service levels are explained. 

    ASSESSMENT CRITERION 2 
    2. The purpose of service levels is described and explained. 

    ASSESSMENT CRITERION 3 
    3. The requirements of all relevant service levels are listed, described and
    explained. 
    ASSESSMENT CRITERION RANGE 
    Service levels include but are not limited to management, information systems, information on systems and wall boards, sign on time, abandoned rate etc., shift changes.
     

    SPECIFIC OUTCOME 2 
    Meet and maintain service levels. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Relevant company specific levels are implemented. 

    ASSESSMENT CRITERION 2 
    2. Implementation processes are monitored to ensure compliance. 

    ASSESSMENT CRITERION 3 
    3. Service level timeframes and targets are consistently met as per company specific requirements. 

    ASSESSMENT CRITERION 4 
    4. Potential constraints in meeting and maintaining service levels are identified
    and evaluated. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Learning programmes leading to the acquisition of these credits will be accredited by the relevant Education, Training, Quality Assurance Body (ETQA). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A broad understanding of Windows, Word and Excel operating systems.
  • An in-depth understanding of product and industry specific knowledge.
  • A general understanding of call centre specific service levels.
  • A basic understanding of reading and interpreting management information systems. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others in the achievement of service level requirements. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and activities responsibly and effectively in responding to and achieving service level requirements. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to the compliance of service levels. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively by demonstrating an application of the understanding of relevant service level agreements in relevant medium desired by client. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate an understanding of the world as a set of related systems by recognising the meeting and maintenance of service levels impact on the overall success of the organisation. 

  • 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: developing entrepreneurial opportunities while complying with service levels. 

  • 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  93996   Further Education and Training Certificate: Contact Centre Operations  Level 4  NQF Level 04  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  78964   Further Education and Training Certificate: Information Technology: Technical Support  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 
    Core  21791   National Certificate: Contact Centre Operations  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2009-05-05  Was SERVICES until Last Date for Achievement 
    Core  24293   National Certificate: Information Technology: Technical Support  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  24294   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 


    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. A4 Consultancy Pty Ltd 
    2. Academy at Vaal Triangle (AVT 
    3. Academy of Training and Allied Services Pty Ltd 
    4. Academy of Training and Development 
    5. Academy of York Pty Ltd 
    6. Acorser Corporate & Business Consulting t/a Acorser Academy 
    7. Advanced Assessments and Train 
    8. Affirmations Training 
    9. Afric Training Centre and Security Studies PTY LTD 
    10. Afrika Tikkun 
    11. All Nation Group Five Trading and Projects 
    12. Amadi Institute of Management And Technology (Pty) Ltd 
    13. Amilak Training Center 
    14. Angie Technologies 
    15. Answer The Call Skills ands En 
    16. APEXEA 
    17. ATTI (Advanced Technonogy Training Institute) 
    18. ATTI IT SOLUTIONS (Bloemfontei 
    19. ATTI Kimberley 
    20. ATTI Nelspruit Pty Ltd 
    21. Atvance Academy Pty Ltd 
    22. Atvance Institute (Pty) Ltd 
    23. Atvance Learning PTY LTD 
    24. Awona Technologies cc 
    25. AWRISE 
    26. Azania Academy 
    27. Bacom Computers 
    28. Balefile Trading and Services 
    29. Basadipele Skills Development and Training 
    30. Bavelile Consultants and Training Pty Ltd 
    31. BDCE (Pty) Ltd 
    32. Bells Technical College 
    33. Blue Ora Pty Ltd 
    34. Boland College 
    35. Bonitas Unversity College 
    36. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    37. Brainwave Projects 1430 cc 
    38. Bristol Training College 
    39. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    40. Cape Innovation Technology Initiative 
    41. Careers IT 
    42. City College 
    43. Claas Illustration 
    44. Clean Heat Academy 
    45. College Africa Group (Pty) Ltd 
    46. COLUMBUS TECHNOLOGIES PTY LTD 
    47. Comfortable Tech 
    48. Common Vision Young Specialist Trading cc 
    49. Competence computer and business management 
    50. Compus training institution 
    51. Creatividad Consulting CC 
    52. CSL Accountants 
    53. CTU Training Solutions 
    54. CYBAX SYSTEMS 
    55. CYBER-CITY IT SOLUTIONS 
    56. DAB Health Care Centre 
    57. DC Dynamic College of Commerce 
    58. Dee's Training (Pty) Ltd 
    59. Delight Computer Training 
    60. Dibana Business Consultants 
    61. Digital Media Arts College 
    62. Digital Paper (Pty) Ltd 
    63. DOGOODCIRCLE 
    64. DVG Media Training 
    65. DYNAMIC DNA (PTY) LTD 
    66. Dynamic Dyvention Trading and 
    67. EAST LONDON MANAGEMENT INSTITUTE 
    68. ED-U Options Academy 
    69. Edging Forward Training and Co 
    70. EHLANZENI TVET COLLEGE 
    71. Ekasi IT Solutions Centre 
    72. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    73. Elchees Software Solutions 
    74. Embroser Solutions Pty Ltd 
    75. Epitome Villa (Pty)Ltd 
    76. Eshybrand Pty Ltd 
    77. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    78. Falcon Business Institute (Pty) Ltd 
    79. Finweb Business Consultancy 
    80. Forek Institute of Technology (Pty) Ltd 
    81. Foster-Melliar (Pty) Ltd 
    82. Four Stars Communication 
    83. Fourways Private College 
    84. Fullimput108 (Pty) Ltd 
    85. Future Africa Consulting t/a Future Africa Consulting & Training 
    86. Futurekids SA (Fochville) 
    87. Gabasega Consulting and Training Centre 
    88. Gauteng College of Engineering 
    89. GCABS 
    90. Genii Institute PTY LTD 
    91. Gijima Holdings (Pty) Ltd 
    92. Global Institute for Capacity 
    93. Godisang Development 
    94. Gold Class Group 
    95. Golden Step Campus (Pty) Ltd. 
    96. Greenview Training and Development Skills Centre 
    97. Growth Management Consulting cc 
    98. Guest Resource Services 
    99. Gurandbuilt Management Development 
    100. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    101. Heartlines College 
    102. HILLCROSS BUSINESS SCHOOL (PTY 
    103. Hlanganani ICT (Pty) Ltd 
    104. Home of Compassion/Grace Ministries 
    105. HUAWEI Technologies Africa (PTY) LTD 
    106. iCollege College 
    107. Ikusasa Technology Solutions 
    108. Ikusasalethu Youth Development 
    109. iLearn Corporate Services PTY LTD 
    110. Impact Sourcing Academy - NPO 
    111. INFINITUS TRAINING SOLUTION 
    112. Information Technology Resource Centre 
    113. Ingomsotech Solutions and Trai 
    114. Initium 
    115. INSIGHTTECH COMMUNICATIONS Pty 
    116. Institutional Higher Education 
    117. intelliscient Technologies (Pty) Ltd 
    118. Isivande Projects 
    119. ISOLVE BUSINESS SOLUTIONS PTY LTD 
    120. IT Academy 
    121. IT Labs Consulting 
    122. IT-HI-Q Training (PTY) Ltd 
    123. Ithemba IT Solution 
    124. ITI 
    125. Jeppe College of Commerce and 
    126. Johannesburg Institute of Engi 
    127. Jonda Learning Academy 
    128. K Boneng Consulting Services P 
    129. Keep The Dream 285 
    130. Kgolo Institute 
    131. King Sabata Dalindyebo TVET College 
    132. Kingswood Academy 
    133. KMT Training and Business Solutions 
    134. KT Mobile Services 
    135. Kundani Trading 
    136. KVR Training and Business Solutions 
    137. Lamus Training Academy 
    138. Learnfast Training Solutions ( 
    139. LEPHAILA PRINTERS 
    140. Lephalale Business & Technical 
    141. Leseding Computer Systems 
    142. LETAGO DEVELOPMENT CONSULTING 
    143. LIMPOPO COMPUTER COLLEGE BK 
    144. LINKINGNOTES 
    145. Loomee Group 
    146. LUPHINDI BUSINESS SOLUTIONS 
    147. Makhophila Training 
    148. Malope IT Solutions 
    149. Mamelodi Digital Centre cc 
    150. MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD 
    151. Mapubo Consulting 
    152. Mash Computer Training 
    153. Matiwane Computer Networks (Pty) Ltd 
    154. MBOWA COLLEGE PTY LTD 
    155. Mecer Inter-ED 
    156. Mentec Group PTY LTD 
    157. Metanoia Ratings PTY LTD 
    158. Mmamohule General Traders 
    159. Mmanape Private Technical Coll 
    160. MMELA VILLAGE TECHNOLOGIES (PT 
    161. MND Training and Projects 
    162. Mogapi Education Group 
    163. MOKALENG IT 
    164. MORTERBOARD TRAINING SOLUTIONS 
    165. Mothusi Management Consultants 
    166. Moving Ahead Development Agenc 
    167. Mpande Technologies cc 
    168. MSC Business College 
    169. Mufuka Business and Technical 
    170. Multi Tech College 
    171. Nape Angwato Trading 
    172. NBC Technologies 
    173. NCC - Vereeniging 
    174. Nchebeko Skills Consultancy (PTY) LTD 
    175. NCM Computer and Business Academy 
    176. Nemja Security and Projects Pty Ltd 
    177. New Trend Computers cc 
    178. NEWDAY UNITED NPC 
    179. NEWLEIGH BUSINESS COLLEGE 
    180. Nkangala Skills Centre 
    181. Nolwazi Stem Education for The 
    182. Ntandokazi Holdings Pty Ltd 
    183. Nyankwavi Inverstment 
    184. Nyathela Business College 
    185. Ocule IT 
    186. Olrich Home of Technology 
    187. OMNIVISION INSTITUTE 
    188. On the Ball College Pty ltd 
    189. OPELONG BUSINESS INSTITUTE (PT 
    190. Overcomers Training College (P 
    191. PACE Academia College (Pty) Lt 
    192. Pelican Training (Pty) Ltd 
    193. Petcon Capacity Building Solut 
    194. Phumelela Consulting Pty Ltd 
    195. PHUTHUMA TEL PTY LTD 
    196. PLATINUM PEAK CONSULTING (PTY) LTD 
    197. Polokwane Technology Institute (Pty) Ltd 
    198. Pretoria Technical College 
    199. Priha Projects Pty Ltd 
    200. Production Management Institute of Southern Africa 
    201. Progressive School of Business 
    202. Prophesy Training College (Pty) Ltd 
    203. PROSERV SA (PTY) LTD 
    204. QUALITATIVE INNOVATIVE SOLUTIONS 
    205. QUARPHIX (PTY) LTD 
    206. Rand Training College 
    207. Rasinkhu Investment (Pty) Ltd 
    208. Resisa Logistics cc 
    209. Revival Technologies and Academy 
    210. RHULLYS INNOVATIVE SKILLS TRAI 
    211. Richfield Graduate Institute of Technology Pty Ltd 
    212. Rivoni Training N Communicatio 
    213. Rofane Consulting 
    214. Rostec Technical FET College (Pty) Ltd 
    215. SA College of Technology (PTY) 
    216. Sabile Human Resources Consult 
    217. SANDM IT TRAINING (PTY) LTD 
    218. Silulo Ulutho Technologies 
    219. Sivile Housing Association RSA 
    220. SM SAFETY AND TECHNICAL LEARNI 
    221. Sokwanya Trading (Pty) Ltd 
    222. South Africa Advanced Skills Institute(SAAI) 
    223. South African Business and Tec 
    224. Southern Africa Youth Project 
    225. Sparrow FET Enterprises (Pty) Ltd 
    226. Spears Business and Life Couch Consulting (Pty) Ltd 
    227. Spina Consultancy 
    228. SPLS Consultants (Pty) Ltd 
    229. Star Light Consulting 
    230. SUCCESS BUILDERS INTERNATIONAL CC 
    231. Success Christian Training Cen 
    232. Successors Training Institute 
    233. Supreme ICT Consultants 
    234. Synergy Transformation Solutio 
    235. Taal-Net Training Institute 
    236. Tau Ya Mariri Consulting 
    237. TBL Empowerment Hub 
    238. Tech-Com Solutions cc 
    239. Techtisa (pty) Ltd 
    240. Terry Computer Services cc 
    241. Thasullulo F.E.T College (Pty) Ltd 
    242. The Finishing College (Pty) Lt 
    243. THE SKILLS DEVELOPMENT CORPORA 
    244. Think Tank T2 (Pty) Ltd 
    245. Thubelihle Graduate Institute 
    246. Tinotel Communications 
    247. TIPP ACADEMY (PTY) LTD 
    248. Titan Trade Technologies 
    249. Tlatlana Trading (PTY) LTD 
    250. Tlou Foundation College 
    251. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    252. Triple Desire Trading & Projects 43 
    253. Tshiredo Training Academy 
    254. Tshwane College of Commerce an 
    255. Tsima Consulting Development S 
    256. TSP COLLEGE 
    257. Two Aces Learnerships 
    258. Ukwazi Academy and Corporate S 
    259. Umbuso Training Services (Pty) Ltd. 
    260. Urban Journey 
    261. Varsity Institute of Science & Technology (Pty)Ltd 
    262. Vastratech Pty) Ltd 
    263. Visionary Skill Academy 
    264. Vodacom (Pty) Ltd 
    265. VSS College (Pty) LTD 
    266. VUTHLARI MARKETING CONSULTING 
    267. Wavelengths Technology Training Institute 
    268. Wellinkwise Pty Ltd 
    269. Westrand Youth Development 
    270. Whitestone College 
    271. WORK SKILLS RESOURCES CC 
    272. Working Solution International 
    273. Xylo Trading 12 (Pty) Ltd 
    274. YAB Business Solutions (Pty)Ltd 
    275. YITRO INNOVATIONS 
    276. Yonet Training Academy 
    277. Youth Media Movement 
    278. ZA WIT (PTY) LTD 
    279. Zikode Development Trust 
    280. ZJ Africa Learn 



    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.