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:

Manage in-bound and/or out-bound calls in a Contact Centre

SAQA US ID	UNIT STANDARD TITLE
377421	Manage in-bound and/or out-bound calls 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 3	NQF Level 03	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

The aim of this unit standard is to equip learners with knowledge and skills to operate in-bound and conduct out-bound calls from a Contact Centre.

People credited with this unit standard will be able to:

Respond to in-bound calls relating to campaigns in a contact centre.

Conduct out-bound tele-marketing and sales campaigns from a contact centre.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

It is assumed that learners are competent in:

Communication at NQF Level 2.

Mathematical Literacy at NQF Level 2.

Computer Literacy at NQF Level 2.

UNIT STANDARD RANGE

Specific contexts refer to emergency and commercial environments.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Respond to in-bound calls relating to marketing campaigns in a contact centre.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Calls are retrieved according to service specific procedures and methodologies.

ASSESSMENT CRITERION 2

In-bound calls results relating to a marketing campaign are documented, recorded and captured using specific formats requirements, procedures and systems within company specific timeframes.

ASSESSMENT CRITERION 3

Information is verified according to service standard practices.

ASSESSMENT CRITERION 4

Follow up procedures are conducted according to industry requirements.

ASSESSMENT CRITERION 5

Information is analysed to determine any escalations to other parties.

SPECIFIC OUTCOME 2

Conduct out-bound telemarketing campaigns from a contact centre.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Campaign objectives procedures are explained using organisational campaign guidelines.

ASSESSMENT CRITERION 2

Campaign information to be communicated to customers is prepared according to campaign objectives and plan.

ASSESSMENT CRITERION 3

Details of the campaign information to be conveyed to customers and/or products and services are described in accordance with organisational procedures.

ASSESSMENT CRITERION 4

Enquiries and/or the provision of products and services are processed in accordance with the nature of the campaign.

ASSESSMENT CRITERION RANGE

Processing includes but is not limited to: conveying information to the customer, discussion and agreement on payment options, recording order, discussing delivery details, forwarding order to dispatch or delivery personnel, arranging credit checks, preparing credit card charges, referring inquiries beyond own scope to appropriate personnel and cross-selling and up-selling.

ASSESSMENT CRITERION 5

Results of out-bound telemarketing campaigns are recorded using organisational specific formats and requirements.

ASSESSMENT CRITERION 6

Sales transactions are concluded within company specific timeframes.

ASSESSMENT CRITERION 7

The sales transaction is consistent with the customer's requirements.

SPECIFIC OUTCOME 3

Provide follow up to customer's requests.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Information to be supplied for follow-up purposes is provided according to campaign procedures.

ASSESSMENT CRITERION 2

Follow up procedures are consistent with customer requirements.

ASSESSMENT CRITERION 3

Customers are informed of any escalation situations that require to be passed on to other parties.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Anyone assessing a learner or moderating the assessment of a learner against this unit standard must be registered as an assessor with the relevant ETQA.

Any institution offering learning that will enable the achievement of this unit standard must be accredited as a provider with the relevant ETQA.

Assessment and moderation of assessment will be overseen by the relevant ETQA's policies and guidelines for assessment and moderation.

Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standard as well as the integrated competence described in the qualification.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Learners should have a knowledge and understanding of:

A general understanding of Contact Centre practices and procedures.

A basic understanding of business and client requirements.

An in-depth understanding of industry specific products and services.

A basic understanding of basic customer service principles.

A thorough understanding of communication and listening techniques and methods.

A basic understanding of sales techniques.

UNIT STANDARD DEVELOPMENTAL OUTCOME

N/A

UNIT STANDARD LINKAGES

N/A

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identifying and solving problems in which responses display that decisions using critical and creative thinking have been used to meet customer needs and expectations.

UNIT STANDARD CCFO WORKING

Working effectively with others as a member of a work team to in determining follow up or escalation requirements.

UNIT STANDARD CCFO ORGANISING

Planning, organising and managing oneself and one's activities responsibly and effectively to conduct follow-ups effectively.

UNIT STANDARD CCFO COLLECTING

Collecting, analysing, organising and critically evaluating information relevant client information pertaining to in-bound Contact Centre operations.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively with customers verbally during all interaction.

UNIT STANDARD CCFO SCIENCE

Use science and technology effectively when demonstrating the ability to utilise company specific systems and methodologies.

UNIT STANDARD CCFO DEMONSTRATING

Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation.

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 being culturally and aesthetically sensitive across a range of social contexts when retrieving calls and responding to customer needs and following up customer requests.

UNIT STANDARD ASSESSOR CRITERIA

N/A

REREGISTRATION HISTORY

As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015.

UNIT STANDARD NOTES

Integrated Assessment:

When conducting assessments, assessors must ensure that they are familiar with the full text of the unit standards being assessed. Assessors must ensure that the assessment covers the Specific Outcomes, Critical Cross-Field Outcomes and essential embedded knowledge by developing assessment activities and tools, which are appropriate to the contexts in which the learners are working. These activities and tools may include self-assessment, peer assessment, formative and summative assessment. It may be more effective and efficient to assess a number of unit standards together in an integrated way, thus reducing the overall number of assessments and ensuring that commonalities that exist between a number of unit standards are captured in a way that makes sense for assessment.

Assessment Option:

Learners could be assessed using the following methods:
> Oral or written questions.
> Observation.
> Simulation.
> Role-plays.
> Project, etc.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	93997	National Certificate: Contact Centre and Business Process Outsourcing Support	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-07-30	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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