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: 

Process incoming and outgoing telephone calls 
SAQA US ID UNIT STANDARD TITLE
7790  Process incoming and outgoing telephone calls 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  3 
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 
All those operating in a business environment must be able to use the telephone effectively. This includes individual use as well as the relaying of messages for others. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
None 

UNIT STANDARD RANGE 
Range statements are included with specific outcomes as necessary. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Make a decision to disclose information or not to accordance with organisational requirements. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
Disclosable and non-disclosable information are classified and reasons therefore explained. 

ASSESSMENT CRITERION 2 
Various ways of finding telephone numbers are described according to organisational requirements. 

ASSESSMENT CRITERION 3 
The necessary documentation and equipment are prepared prior to making any outgoing calls. 
ASSESSMENT CRITERION RANGE 
The range of documentation and equipment is: Computers, writing material, notes etc.
 

ASSESSMENT CRITERION 4 
Possible suggestions to learn the new system of a new switchboard that is being introduced into the organisation quickly to become competent are described. 

SPECIFIC OUTCOME 2 
Take and transfer incoming calls, as well as messages in accordance with organisational requirements. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
The importance of acknowledging callers and keeping them informed of reasons for delays are explained. 

ASSESSMENT CRITERION 2 
The difference in the way a person answers their own private telephone and the way the switchboard is answered in terms of assisting customers are explained. 

ASSESSMENT CRITERION 3 
Standard telephone etiquette on answering calls, transferring calls and making calls are described. 

ASSESSMENT CRITERION 4 
The importance of body language in communicating with others while on a call and the reason are described. 

ASSESSMENT CRITERION 5 
A decision, based on a telephonic request from a customer, to help or to transfer the call to another person in the organisation is made according to standard telephone etiquette and organisational requirements, and reasons for this decision are explained. 

ASSESSMENT CRITERION 6 
The caller's call is transferred quickly and politely according to standard telephone etiquette and organisational requirements, to another person who may be more able to assist after probing questions were asked to determine the purpose of the call. 

ASSESSMENT CRITERION 7 
A detailed message for others in the organisation is taken or an offer to call the customer back is made (including whom the message is for, who called, the date and time, a short description of the call and contact details of the caller). 

SPECIFIC OUTCOME 3 
Describe methods for dealing with abusive callers and emergency situations in accordance with organisational requirements. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
Methods for dealing with abusive callers are described. 

ASSESSMENT CRITERION 2 
Methods for dealing with emergency situations are described. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category.
This has been done as it was deemed necessary to ensure holistic assessment occurred.

The specific outcomes can be applied in a range of contexts.

Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

The specific outcomes are comparable to outcomes used internationally.

We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

If competencies are to be clustered in a meaningful way, then these unit standards cannot be split. 


Critical Cross-field Outcomes (CCFO): 

UNIT STANDARD CCFO WORKING 
Work effectively with others (Specific Outcomes 9,11,15,17) 

UNIT STANDARD CCFO COMMUNICATING 
Communicate effectively (Specific Outcomes 11,12,13) 

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

UNIT STANDARD NOTES 
Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated KNOWLEDGE and UNDERSTANDING" is required.

Recommendations and Exemplars for the design of:

Learning/Curriculum
  • Standard etiquette for use of the telephone should be covered. This can extend to etiquette for the use of cellular telephones as well.
  • Role-plays provide additional input that is fairly realistic
  • Dos and don`ts on the telephone should be covered, including body language - smiling, good posture etc. Reasons why these are important must also be dealt with.
  • Distinguish between how to man a switchboard and how to operated ones own phone.
    Performance systems
  • Interaction with customers over the telephone should be monitored. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48875   Further Education and Training Certificate: Public Relations Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2009-09-09  Was SERVICES until Last Date for Achievement 
    Core  61597   National Certificate: General Travel  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  14122   National Diploma: Retail Travel  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  CATHSSETA 
    Core  14118   National Diploma: Wholesale Travel  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  CATHSSETA 
    Fundamental  14110   National Certificate: Accommodation Services  Level 2  NQF Level 02  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14114   National Certificate: Dealing  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2010-01-23  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14115   National Certificate: Fast Food Services  Level 3  NQF Level 03  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14120   National Certificate: Gaming (Slots Operations)  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14121   National Certificate: Gaming (Surveillance Operations)  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14117   National Certificate: Gaming Cashiering  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2008-09-17  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14113   National Certificate: Food and Beverage Services  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14116   National Certificate: Hospitality Reception  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2007-10-30  Was CATHSSETA until Last Date for Achievement 
    Fundamental  14111   National Certificate: Professional Cookery  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14123   National Diploma: Accommodation Services  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  14109   National Diploma: Fast Food Services  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 
    Fundamental  61596   National Diploma: Food and Beverage Management  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Fundamental  14112   National Diploma: Professional Cookery  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2015-03-13  CATHSSETA 
    Elective  67465   National Certificate: Business Administration Services  Level 3  NQF Level 03  Reregistered  2023-07-30  As per Learning Programmes recorded against this Qual 
    Elective  61595   Further Education and Training Certificate: Business Administration Services  Level 4  NQF Level 04  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  23433   Further Education and Training Certificate: Micro Finance  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  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.
     
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    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.