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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION: 

Higher Certificate in Contact Centre Management 
SAQA QUAL ID QUALIFICATION TITLE
119802  Higher Certificate in Contact Centre Management 
ORIGINATOR
Tshwane University of Technology (TUT) 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
-   HEQSF - Higher Education Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
Higher Certificate  Field 03 - Business, Commerce and Management Studies  Public Relations 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  120  Not Applicable  NQF Level 05  Regular-Provider-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Registered  EXCO 1011/22  2022-10-04  2025-10-04 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2026-10-04   2029-10-04  

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 qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose:
The Higher Certificate in Contact Centre Management aims to equip learners with the theoretical knowledge and applied competence to function in the contact centre context. The target group for this qualification are people working within entry-level positions in contact centres or those aspiring for those positions. The distance mode of delivery will enable full-time employed learners to enrol for this qualification and improve their skills. The qualification, therefore, strives to create an enabling environment of equality that provides learners who, under usual circumstances, may find it challenging to enrol for contact mode with a digitised learning experience. This is aligned with the Council on Higher Education (CHE) Good Practice Guide which explains distance learning as allowing for the more flexible provision of learning opportunities so that lifelong learning can take place alongside other life commitments such as work, family, and community engagements.

Upon completion of this qualification, learners will be able to:
  • Demonstrate the ability to communicate effectively within the contact centre environment through various methods of communication.
  • Demonstrate knowledge and understanding of the various means of accessing, processing, disseminating, repackaging, and communicating information, including the effective use of information technology, to function in a changing business environment.
  • Demonstrate a detailed knowledge and understanding of the concepts and theories of contact centre management and other areas of Information, Communication and Technology (ICT) and Digital Citizenship, and how that knowledge relates to other fields, disciplines, and practices.
  • Demonstrate the significance of social media platforms and create a social media toolkit in the contact centre environment as well as an understanding of information and computer security in terms of risks, threats, and prevention applicable to contact centres.
  • Demonstrate an informed understanding of the core areas of contact centre operations in accordance with prescribed organisational and professional ethical codes of conduct and values in the field of contact centres.
  • Demonstrate the ability to identify, evaluate and solve defined, routine, and new problems within the contact centre, and to apply solutions based on relevant evidence and procedures or other forms of explanation appropriate to the contact centre.
  • Demonstrate the ability to provide effective customer service within a contact centre through various systems utilised in a contact centre, their component parts, and the relationships between these parts and to understand how actions in one area impact other areas within the same system.
  • Demonstrate accountability for individual actions, and work effectively when planning and managing the handling and maintaining of processes within a contact centre team.

    These competencies will support prospective learners to secure employment and/or career progression in contact centre management, with specific reference to entry-level positions regarding sales representatives, contact centre supervisors, administration staff, telesales clerks, client services clerks, assistant quality assurer, contact centre agents and contact centre Information Technology staff.

    Rationale:
    The Higher Certificate in Contact Centre Management which is a career-focused qualification will allow contact centre employees currently in the workplace without a formal qualification, as well as prospective learners the opportunity to improve their skills and qualifications. Prospective learners would typically include the National Senior Certificate qualified learner not meeting the minimum institutional admission requirements for the Diploma in Contact Centre Management, or working adults, possibly with a family and a career that makes attending an on-campus qualification impractical. In addition, prospective learners may live and work far away from campuses and they may not be able to travel to attend in-person classes.

    The implementation of this qualification using a distance mode of delivery will provide an opportunity for additional learners to access the qualification. In addition, the qualification being offered via distance learning mode allows for the institution to remain competitive as working adults will have more study choices, with both national and international institutions offering distance learning. This distance learning medium is more flexible, accessible, and convenient for learners, and the qualification will open new opportunities to prospective learners, for example, non-traditional learners and learners with disabilities who are not able to attend contact classes.

    The qualification was developed in consultation with various stakeholders in the industry such as Contact Centre Management Group (CCMG) a recognised professional body. As the professional body for the Contact Centre industry in South Africa, the CCMG is the custodian of the industry's reputation and the mouthpiece for the industry. Successful graduates from this qualification may be eligible to be awarded the designations such as Contact Centre Support Professional and Contact Centre Operational Professional. The qualification's outcomes meet national and regional labour market and social-cultural needs. The requirements of the contact centre environment were taken into consideration. By offering the qualification as a fully online qualification, a much larger geographical audience will be reached, attracting more learners from a more diverse population, which enhances the quality of education.

    Upon the completion of the qualification, many different roles and career paths can be followed by qualified learners. These include, but are not limited to:
  • Sales Representatives.
  • Contact Centre Supervisors.
  • Administration Staff.
  • Telesales Clerks.
  • Client Services Clerks.
  • Assistant Quality Assuror.
  • Contact Centre Agents.
  • Information Technology (IT) Staff.

    It is therefore motivated that school leavers, working professionals, and various non-traditional learner groups would benefit from the qualification in the contact centre context that is offered using a distance medium of learning. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    RPL will be applied to accommodate learners who qualify. RPL thus provides alternative access and admission to qualifications, as well as advancement within qualifications. RPL may be applied for access, credits from modules and credits for or towards the qualification.

    RPL for access:
  • Learners who do not meet the minimum entrance requirements or the required qualification that is at the same NQF level as the qualification required for admission may be considered for admission through RPL.
  • To be considered for admission in the qualification based on RPL, learners should provide evidence in the form of a portfolio that demonstrates that they have acquired the relevant knowledge, skills, and competencies through formal, non-formal and/or informal learning to cope with the qualification expectations should they be allowed entrance into the qualification.

    RPL for exemption of modules:
  • Learners may apply for RPL to be exempted from modules that form part of the qualification. For a learner to be exempted from a module, the learner needs to provide sufficient evidence in the form of a portfolio that demonstrates that competency was achieved for the learning outcomes that are equivalent to the learning outcomes of the module.

    RPL for credit:
  • Learners may also apply for RPL for credit for or towards the qualification, in which they must provide evidence in the form of a portfolio that demonstrates prior learning through formal, non-formal and/or informal learning to obtain credits towards the qualification.
  • Credit shall be appropriate to the context in which it is awarded and accepted.

    Entry Requirements:
    The minimum entry requirement for this qualification is:
  • National Senior Certificate, NQF Level 4 granting access to Higher Certificate studies.
    Or
  • National Certificate (Vocational), NQF Level 4 granting access to Higher Certificate studies
    Or
  • Senior Certificate, NQF Level 4 without endorsement.
    Or
  • Further Education and Training Certificate: Contact Centre Operations, NQF Level 4. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
    This qualification consists of the following compulsory modules at National Qualifications Framework Level 5 totalling 120 Credits.

    Compulsory Modules, Level 5, 120 Credits:
  • Communication for Academic Purposes, 10 Credits.
  • Contact Centre Operations, 11 Credits.
  • Customer Relations, 11 Credits.
  • Team Dynamics, 11 Credits.
  • Service Quality, 11 Credits.
  • Fundamentals of Personal Computing, 8 Credits.
  • Fundamentals of Presentation Software,10 Credits.
  • Fundamentals of Data Processing Software, 12 Credits.
  • Fundamentals of Information Processing Software,12 Credits.
  • Fundamentals of Collaboration and Management Software, 8 Credits.
  • Fundamentals of social media and Computer Security, 8 Credits.
  • Fundamentals of Business Communication, 8 Credits. 
    		•

    EXIT LEVEL OUTCOMES 
    1. Ccommunicate effectively within the contact centre environment through various methods of communication.
    2. Demonstrate knowledge and understanding of the various means of accessing, processing, disseminating, repackaging, and communicating information, including the effective use of information technology, to function in a changing business environment.
    3. Demonstrate a detailed knowledge and understanding of the concepts and theories of contact centre management and other areas of ICT and Digital Citizenship, and how that knowledge relates to other fields, disciplines, and practices.
    4. Demonstrate the significance of social media platforms and create a social media toolkit in the contact centre environment as well as an understanding of information and computer security in terms of risks, threats, and prevention applicable to contact centres.
    5. Demonstrate an informed understanding of the core areas of contact centre operations in accordance with prescribed organisational and professional ethical codes of conduct and values in the field of contact centres.
    6. Demonstrate the ability to identify, evaluate and solve defined, routine, and new problems within the contact centre, and to apply solutions based on relevant evidence and procedures or other forms of explanation appropriate to the contact centre.
    7. Demonstrate the ability to provide effective customer service within a contact centre through various systems utilised in a contact centre, their component parts, and the relationships between these parts and to understand how actions in one area impact on other areas within the same system.
    8. Demonstrate accountability for individual actions, and work effectively when planning and managing the handling and maintaining of processes within a contact centre team. 

    ASSOCIATED ASSESSMENT CRITERIA 
    Associated Assessment Criteria for Exit Level Outcome 1:
  • Communicate information clearly in the business context, using appropriate technology, language, structure, and style.
  • Apply skills in all the functional areas of management.
  • Demonstrate the ability to effectively write, read and listen in English for professional purposes.
  • Demonstrate proficiency in communication for occupational purposes, organisational, small group communication, internal and external business media, meeting procedures, career-specific vocabulary, and multicultural interaction.
  • Demonstrate proficiency in presentation and communication skills, both verbal and non-verbal within a diverse work environment.

    Associated Assessment Criteria for Exit Level Outcome 2:
  • Apply skills through effective keyboarding and touch typing for effective data input and productivity.
  • Apply advanced skills in document and data processing; presentations; communications and collaboration systems.
  • Apply internet search and research skills for advanced information retrieval and research capabilities in the workplace.

    Associated Assessment Criteria for Exit Level Outcome 3:
  • Demonstrate proficiency in Operating Systems and Information Systems in Organisations.
  • Demonstrate knowledge of Hardware: Input, Processing, and Output devices.
  • Demonstrate proficiency in organising and storing data, cloud storage and computer networks.

    Associated Assessment Criteria for Exit Level Outcome 4:
  • Demonstrate proficiency in social media and computer security.
  • Identify the role and purpose of social media in the contact centre industry.
  • Use social media platforms and technologies, by creating and managing social media sites and pages within the contact centre sector.
  • Identify underlying theories and principles underpinning social media and communication.
  • Identify challenges with social media in the contact centre environment and formulate solutions.
  • Discuss appreciation for due diligence (ethics, social responsibility, sustainability, and accountability).
  • Demonstrate an understanding of information and computer security in terms of confidentiality, integrity, availability, and authentication applicable to contact centres by being able to do the following:
    >Identify and mitigate risks and threats pertaining to computer security.
    >Identify and discuss various tools and methods used in mitigating computer security risks and threats.
    >Discuss the prevention of data theft such as bank account numbers, credit card information, passwords, work-related documents or sheets.

    Associated Assessment Criteria for Exit Level Outcome 5:
  • Identify operational issues, and list potential solutions.
  • Define the quality of operations, service levels and performance levels clearly.
  • Apply the principles of selling in a contact centre.
  • Describe the functions of a contact centre team and define their correlation between the teams.
  • Gather and collate data accurately in accordance with a Service Level Agreement (SLA).
  • Apply contact centre policies and standard operating procedures in accordance with current legal practices.
  • Describe the consequences of non-adherence to the SLA in terms of the impact on all stakeholders.
  • Identify whom to contact when faced with ethical dilemmas.
  • Explain the typical layout of a contact centre and the telecommunication systems functions.
  • Explain the benefits of individual contact centre technologies.
  • Discuss and apply the basic concepts, terms, and principles of contact centre management.

    Associated Assessment Criteria for Exit Level Outcome 6:
  • Identify and solve potential challenges in a contact centre.
  • Collect relevant evidence to identify the source of the problems.
  • Identify, strategies are refined, and a suitable solution is implemented.

    Associated Assessment Criteria for Exit Level Outcome 7:
  • Explain the need to promote the organisation's image in terms of building rapport with the stakeholders.
  • Describe the methods for handling and resolving customer enquiries to ensure customer satisfaction in with organisational and legal requirements.
  • Prioritise queries in accordance with customer situations to meet specified timeframes.
  • Formulate an action plan to meet the customer's needs and expectations.
  • Explain the steps in building long-lasting customer relationship skills and their values.
  • Identify and monitor customer needs and requirements to positively impact customer service.
  • Explain the relationship between the telecommunication systems, operators, and processes.
  • Analyse and understand customer queries to provide top customer service.

    Associated Assessment Criteria for Exit Level Outcome 8:
  • Discuss the roles and responsibilities of the team members operating in a contact centre.
  • Explain the importance of individual contribution to teamwork in the workplace in terms of its impact on achieving team and contact centre goals and objectives.
  • Examine and apply methods that might impact the effective functioning of a team.
  • Identify characteristics of an effective team.
  • Explain the four stages of team development.
  • Identify challenges that might negatively impact a contact centre team.
  • Describe a variety of strategies to deal with potential conflict in a team with examples.
  • Collaborate with and work in teams and departments of the business using appropriate channels of communication.

    INTEGRATED ASSESSMENT

    In this qualification, integrated assessment is ensured by incorporating both formative and summative assessment strategies into the qualification. Assessment strategies are underpinned by the ELOs and assessment criteria, which are designed in articulation with the level descriptors and the scope of practice, as well as module outcomes aligned with the ELOs. As such, all elements are aligned with the purpose statement of the qualification. Integrated assessment will take place within the context of an active learning environment, in adherence to:
  • Quality assurance policies, procedures, and processes
  • A guided and supported learning environment.

    Formative Assessment:
    Formative assessment will thus mainly involve integrated types of assessment, used to inform learners about their progress on a continuous basis throughout the semester. Self and peer assessment (with the aid of relevant analytical assessment tools) will contribute to formative assessment. Marks collected from this evidence may be recorded for promotional purposes or may be used for the sole purpose of learner and lecturer reflection, growth, and development. Formative assessment will be used to support the learner developmentally and to provide feedback to all involved in the learning process on how learning and teaching can be improved. Throughout the qualification, formative assessment strategies will be used to ensure that exit level and critical cross-field outcomes are achieved, which include (but are not limited to):
  • Assignments.
  • Demonstrations.
  • Tests.
  • and/or any other applicable methods required within a specific learning and teaching experience.

    Summative Assessment:
    Summative assessment will involve assessment opportunities that take place at the end of a learning experience. Information will be gathered about a learner's level of competence upon completion of a unit, module, or qualification. Results may be expressed in marks in terms of the level of competence achieved, level descriptors, specific outcomes, and assessment standards. This type of assessment is used for promotional purposes and does take the form of (including, but not limited to):
  • Examinations (theoretical).
  • Portfolios.
  • Presentations.
  • Tests.

    Assessment and Moderation:
    Assessment and moderation criteria take place in accordance with the procedures, policies, and regulations of the institution. 
    		•

    INTERNATIONAL COMPARABILITY 
    Country: Australia
    Institution: Australian College of Commerce and Management
    Qualification Title: Certificate III in Customer Engagement
    Duration 12 Months
    NQF Level: 05
    Mode of study: Distance learning

    Admission Requirements:
    Completed Year 10 schooling, equivalent to grade 10 of schooling.

    Purpose/Rationale:
    Customer service officers are at the forefront of any business. They are usually the first port of call for customers when they're trying to contact a brand to have issues resolved, asked questions, or give praise.
    The certificate addresses the skills needed in customer contact roles in the growing contact and service centre sector. These include skills to deliver a rewarding customer service experience, and the ability to manage priorities and workplace challenges. Learners will gain a solid understanding of service centre and call centre systems and culture and have a range of electives to choose from. The Certificate III in Customer Engagement will not only provide a learner with an enjoyable and informative learning experience but also a high level of professionalism and the ability to deliver a high-quality service. They will learn all about how to work effectively in this sector and the range of electives will allow a learner to obtain general business skills or those more specific to a contact or service centre.

    Qualification structure:
    The qualification consists of the following compulsory modules.

    Compulsory Modules:
  • Effective Workplace Communication.
  • Maintain Workplace Safety and Wellbeing.
  • Contribute to Sustainable Work Practices. > Organise Personal Work Priorities.
  • Mid-Course Survey. > Use Business Systems.
  • Engage with Customers.
  • Assist Customers with Products and Services.
  • Resolving Difficult Customer Situations.

    Teaching and Assessment Activities:
    The Certificate III in Business (Customer Engagement) assessment methods may include but are not limited to:
  • Short answers, projects, reports, demo / role-play, portfolio.

    Mode of Delivery:
  • Face-to-face and/or Digital Classroom - Includes self-directed learning.

    Similarities:
  • The Australian College of Commerce and Management (ACCM) and the South African (SA) qualifications are offered over a period of one year full-time.
  • Both the ACCM and SA qualifications consist of compulsory modules.
  • Both qualifications have a similar purpose and rationale.
  • Both qualifications are distant learning qualifications.
  • Both qualifications have customer service-related qualifications.
  • Both qualifications have communications-related modules.

    Differences:
  • The Australian College of Commerce and Management qualification has a much lower admission requirement of grade 10 while the South African qualification has a national senior certificate qualification.
  • The South African qualification has computer and softer modules while the Australian College of Commerce and Management qualification does not.
  • The South African qualification has a direct contact centre operations module.

    Country: New Zealand
    Institution: Electro Technology Industry Training Organisation
    Qualification Title: National Diploma in Contact Centre Management
    NQF level: Level: 5
    Credits: 120
    Duration:

    Entry Requirements:
  • National Certificate in Contact Centres with strands in Senior Customer Service Representative, and Management, NZQF Level 4.
  • National Certificate in Business: First Line Management, NZQF Level 4.

    Purpose and rationale:
    The purpose of this qualification is to provide the contact centre sector with individuals who have the specialised product knowledge, service, and customer experience skills to interact, coach, mentor, and role model the organisation's values and behaviours in a contact centre environment. qualified learners of this qualification will benefit by holding a credential that supports advancing job prospects with specialised product knowledge, service, and customer experience skills applicable within contact centres and the wider sector. The qualification is for learners who hold or aspire to management roles above first-line management in contact centres, sometimes referred to as call centres.

    Qualification structure:
    The qualification consists of a compulsory component of contact centre and transferable generic management skills, and an elective component.

    Compulsory Modules, 113 Credits cover the following:
    Contact centre skills and knowledge:
  • Planning and allocating work to individuals in contact centres.
  • Use of contact centre technology.
  • Managing the operation of a contact centre.
  • Preparing a business plan and budget for a contact centre.
  • Awareness of current contact centre technology developments.

    Transferable generic management skills and knowledge:
  • Developing and coordinating people.
  • Developing customer relationships and services.
  • Organisational direction and strategy.
  • Management systems and resources, including change management.

    The elective modules, 7 Credits allow the selection of unit standards from the areas of business, economics, computing, and interpersonal communications.

    Similarities:
  • The credit allocation.
  • The online delivery method.
  • The NQF level as well as the content.

    Country: Ireland
    Institution: Waterford and Wexford Adult Education Guidance Service
    Qualification Title: Contact Centre Operations
    NQF Level: National Framework of Qualifications (NFQ) Level 5
    Credit Value: 120
    Code 5M2071
    Duration: One-year full time

    Purpose:
    The purpose of this award is to enable the learner to acquire the requisite knowledge skill and competence to work independently and under supervision in a range of customer contact centre setting

    Qualification structure:
    The qualification consists of the following compulsory and elective modules.

    Compulsory Modules, 30 Credits:
  • Contact Centre Skills, 15 Credits.
  • Customer Service, 15 Credits.

    Elective Modules, 15 Credits (Select one module from the following options):
  • Communications, 15 Credits.
  • Personal Effectiveness, 15 Credits.
  • Teamworking, 15 Credits.
    AND
    Elective Modules, 15 Credits (Select one module from the following options):
  • Work Experience, 15 Credits.
  • Work Practice, 15 Credits.
    AND
    Elective Modules, 30 Credits (Select two modules from the following options):
  • eBusiness Studies, 15 Credits.
  • Business Administration Skills, 15 Credits.
  • Database Methods, 15 Credits.
  • Digital Marketing, 15 Credits.
  • French, 15 Credits.
  • German, 15 Credits.
  • Italian, 15 Credits.
  • Polish, 15 Credits.
  • Russian, 15 Credits.
  • Slovak, 15 Credits.
  • Spanish, 15 Credits.
  • Irish, 15 Credits.
  • English as a Second Language, 15 Credits.
  • Spreadsheet Methods, 15 Credits.
  • Word Processing, 15 Credits.
  • Marketing Practice, 15 Credits.
  • The Internet, 15 Credits.
  • Principles and Practice of Selling, 15 Credits.

    The remaining credit value of 30 can be obtained by using relevant component(s) from level
    5. A maximum of 15 credits may be used from either level 4 or level 6.
    Similarities:
  • The Irish and South African (SA) qualifications are registered at NQF/NFQ Level 5 and have 120 credits.
  • Both qualifications are offered over a period of one-year full-time study.
  • The purpose of both qualifications is to provide learners with the theoretical knowledge and practical skills related to call centre operations and customer service at a junior level in the industry as well as provide the basic skills required for employment in the call centre industry whilst also creating a learning pathway for successful candidates to further their studies.
  • Both qualifications share similar compulsory modules such as Contact Centre Skills, Customer Service, Communications, Teamworking, Business Administration, Database, and spreadsheet methods.

    Differences:
    The Irish qualification consists of both compulsory and elective modules whereas the SA qualification consists of only compulsory modules and no electives. 
    		•

    ARTICULATION OPTIONS 
    This qualification allows possibilities for both vertical and horizontal articulation.

    Horizontal Articulation:
  • Higher Certificate in Administration, NQF Level 5.
  • Higher Certificate in Business Administration, NQF Level 5.
  • Higher Certificate in Business Management, NQF Level 5.
  • Higher Certificate in Call Centre Operations, NQF Level 5.
  • Occupational Certificate: Contact Centre Manager, NQF Level 5.

    Vertical Articulation:
  • Diploma in Contact Centre Management, NQF Level 6.
  • Diploma in Business Administration, NQF Level 6.
  • Bachelor of Business Administration, NQF Level 7. 
    		•

    MODERATION OPTIONS 
    N/A 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    N/A 

    NOTES 
    N/A 

    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    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.
     
    NONE 


    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.