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:

Identify and respond to customer needs in a Contact Centre

SAQA US ID	UNIT STANDARD TITLE
10348	Identify and respond to customer needs in a Contact Centre
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 2	NQF Level 02	12
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 Certificate in Contact Centre Support at NQF Level 2. 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 entry level service within the Contact Centre Industry.

The qualifying learner is competent of:

Identifying customer needs in a Contact Centre.

Responding to customer needs in a Contact Centre.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Numeracy at NQF Level 1 or equivalent.

English, verbal and written communication at NQF Level 2 or equivalent.

Computer operating skills at NQF Level 2 or equivalent.

UNIT STANDARD RANGE

Customer needs include but are not limited to customer queries, customer demands, customer direct requirements, sales requests and customer questions.

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 and in the area in which the learner chooses to operate.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Identify customer needs in a Contact Centre

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1.Customers' needs are correctly identified through appropriate questioning and listening techniques.

ASSESSMENT CRITERION 2

2.A correct understanding of customers' needs in demonstrated by applying industry special responses.

ASSESSMENT CRITERION 3

3.Customers' needs are identified within company specific timeframes.

ASSESSMENT CRITERION 4

4.Company specific prompts and procedures are consistently followed.

SPECIFIC OUTCOME 2

Respond to customer needs in a Contact Centre

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1.Customer needs are responded to accurately according to company specific requirements.

ASSESSMENT CRITERION RANGE

Accurately defines the correct choice of action to be taken.

ASSESSMENT CRITERION 2

2.Customers are responded to in accordance with company specific time limits and Service Level Agreements.

ASSESSMENT CRITERION 3

3.Responses comply with company specific requirements.

ASSESSMENT CRITERION 4

4.Accuracy is confirmed by the customer.

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 basic understanding of Contact Centre telephone methods and techniques.

A comprehensive understanding of products and services in industry specific contexts.

A general understanding of Contact Centre procedures, guidelines and policies (on-the-job
and written).

A basic understanding of customer service principles.
An all rounded understanding of communication and listening techniques.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems directly related to the identification and response to customer needs.

UNIT STANDARD CCFO ORGANISING

Organise and manage one`s activities when attending to customers so that responses are delivered in a professional manner according to requirements.

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organise and critically evaluate information pertaining to the identification of customer needs.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively when responding to customer requirements so that informed, accurate advice is provided.

UNIT STANDARD CCFO DEMONSTRATING

Demonstrate an understanding of the world as a set of related systems where relevant product and industry specific information is provided in relation to customer needs.

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: reflecting on and exploring a variety of strategies to learn more effectively.

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	67466	National Certificate: Contact Centre Support	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2009-05-05	As per Learning Programmes recorded against this Qual
Core	71490	National Certificate: Contact Centre Support	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	36233	National Certificate: Specialist Hygiene and Cleaning Services	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
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	21792	National Diploma: Contact Centre Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Elective	20183	National Certificate: Banking	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2015-06-30	BANKSETA

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.	Nedbank Ltd