SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Enhance service levels in Contact Centres

SAQA US ID	UNIT STANDARD TITLE
13870	Enhance service levels in Contact Centres
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	16
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:

Accessing customer response to products and service

Collating customer response to products and service

Interpreting customer response to products and service

Following up customer response requirements

Designing Service Level Agreements

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 4 or equivalent.

UNIT STANDARD RANGE

Client category includes but not to be limited to social level, geographic spread and accessibility.

Data collection includes but not to be limited to surveys, hotlines, telephonic, face-to-face, suggestion boxes and e-mail questionnaires.

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

Access customer response to products and service

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Appropriate data collection methods are selected according to the client category :

ASSESSMENT CRITERION RANGE

Social level, geographic spread and accessibility) (Data collection Range: Includes but not to be limited to surveys, hotlines, telephonic, face-to-face, suggestion boxes, e-mail questionnaires.

ASSESSMENT CRITERION 2

2. Relevant information criteria are identified.

ASSESSMENT CRITERION 3

3. Deadlines and reporting formats are established.

ASSESSMENT CRITERION 4

4. Confidentiality requirements are complied with.

ASSESSMENT CRITERION 5

5. All client specific correspondence is accurate.

SPECIFIC OUTCOME 2

Collate customer response to products and service

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. All data is collated according to relevant client base.

ASSESSMENT CRITERION 2

2. All data is presented accurately in the original format.

SPECIFIC OUTCOME 3

Interpret customer response to products and service

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Customer responses are analysed according to pre-determined criteria.

ASSESSMENT CRITERION 2

2. Quantitative and qualitative data is accurately interpreted.

ASSESSMENT CRITERION 3

3. Customers responses are interpreted within agreed timeframes.

SPECIFIC OUTCOME 4

Follow-up customer response requirements

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. All follow up actions are based on accurate interpretations of client responses.

ASSESSMENT CRITERION 2

2. Relevant follow up actions are selected.

ASSESSMENT CRITERION 3

3. Follow up actions enhance service levels.

ASSESSMENT CRITERION 4

4. Feedback and communication is provided to all relevant stakeholders.

SPECIFIC OUTCOME 5

Design Service Level Agreements

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Industry norms are used.

ASSESSMENT CRITERION 2

2. Service Level Agreements are implemented in accordance with requirements.

ASSESSMENT CRITERION 3

3. Service Level Agreements are measured according to requirements and within agreed time frames.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

The relevant Education, Training, Quality Assurance Body (ETQA) will use this standard to accredit providers.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

A general understanding of various data collection methods.

A general understanding of data synthesis and analysis processes and procedures.

An in-depth understanding of the relevant IT reporting and collating tools.

An in-depth understanding of managerial and interpersonal skills relevant to organising, implementing and feedback.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems related to the analysis and design of service levels.

UNIT STANDARD CCFO ORGANISING

Organise and manage one`s activities when planning and implementing customer surveys.

UNIT STANDARD CCFO COLLECTING

Collect, analyse, organise and critically evaluate customer data to enhance service levels.

UNIT STANDARD CCFO SCIENCE

Use science and technology effectively in order to access relevant reliable information.

UNIT STANDARD CCFO DEMONSTRATING

Understand the world as a set of related systems wherein the improvement of service levels provides the basis of developing a consistent business relationship.

UNIT STANDARD CCFO CONTRIBUTING

In order to contribute to the full personal development of each leaner 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 during the design of service level agreements.

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
Elective	49598	National Diploma: Paralegal Practice	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SAS SETA

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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