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:

Input data received onto appropriate computer packages within a Contact Centre

SAQA US ID	UNIT STANDARD TITLE
10349	Input data received onto appropriate computer packages within 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
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 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 capable of:

Demonstrating and applying knowledge of computer packages within a Contact Centre.

Inputting data onto company specific packages within a Contact Centre.

Verifying data onto company specific packages within a Contact Centre.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Nmeracy 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

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.

Data will include requests, queries, questions, sales, personal information, emergency information, medical information, account details and customer requirements.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Demonstrate and apply knowledge of computer packages within a Contact Centre

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Knowledge of company specific computer packages is demonstrated.

ASSESSMENT CRITERION 2

2. An understanding of company specific packages and applications is demonstrated and applied.

ASSESSMENT CRITERION 3

3. Applications are accurately applied within company specific contexts.

ASSESSMENT CRITERION 4

4. Confidence is displayed in company specific packages within a Contact Centre.

SPECIFIC OUTCOME 2

Input data onto company specific packages within a Contact Centre

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Data is inputted accurately.

ASSESSMENT CRITERION 2

2. Data is inputted within company specific timeframes.

ASSESSMENT CRITERION 3

3. Data captured is relevant and consistent with company specific formats and requirements.

ASSESSMENT CRITERION 4

4. Critical and closest routes are followed when inputting data onto packages.

ASSESSMENT CRITERION 5

5. Tasks are completed within the company's specific timeframe.

SPECIFIC OUTCOME 3

Verify data onto company specific packages within a Contact Centre

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Data is verified against the source of information.

ASSESSMENT CRITERION 2

2. Inaccuracies are identified and rectified correctly.

ASSESSMENT CRITERION 3

3. Company specific follow up and close procedures are followed.

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 general understanding of the methods and techniques for communication and listening.

A basic understanding of customer service principles.

An in-depth understanding of company specific packages.

An in-depth understanding of company products and services.

A comprehensive understanding of Contact Centre specific computer packages.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems and data inaccuracies when inputting data received.

UNIT STANDARD CCFO COLLECTING

Collect, analyse and evaluate information in the context of selecting and verifying relevant data.

UNIT STANDARD CCFO SCIENCE

Use science and technology effectively and critically to input data received onto
appropriate Contact Centre computer packages.

UNIT STANDARD CCFO DEMONSTRATING

Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts require a combination of ranges of information and application.

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 the procedure and processes of inputting data.

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	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	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
Elective	20183	National Certificate: Banking	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2015-06-30	BANKSETA
Elective	58206	National Certificate: Wholesale and Retail Operations	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	W&RSETA

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.	Gemini Training And Development Pty Ltd
2.	Intellect Management and Training
3.	Nedbank Ltd