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: 

Retrieve and correlate statistical data applicable to Contact Centres 
SAQA US ID UNIT STANDARD TITLE
10322  Retrieve and correlate statistical data applicable to 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 4  NQF Level 04  12 
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 
This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. 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 intermediate level service within the Contact Centre industry.

The qualifying learner is capable of:
  • Retrieving statistical data.
  • Correlating statistical data. 

  • 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 2 or equivalent.
  • Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent. 

  • UNIT STANDARD RANGE 
  • Statistical data is any data specific to performance inputs and outputs within a Contact Centre context and will apply to data in an in-bound and out-bound context.
  • 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 
    Retrieve statistical data. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Statistical data is accurate in terms of the identified demands of the Contact Centre. 

    ASSESSMENT CRITERION 2 
    2. Data collected is relevant in terms of the intended purpose. 

    ASSESSMENT CRITERION 3 
    3. Data is retrieved systematically. 

    ASSESSMENT CRITERION 4 
    4. Data is collected within company specific timeframes. 

    SPECIFIC OUTCOME 2 
    Correlate statistical data. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Data is presented and compared in a logical format according to company specific requirements. 

    ASSESSMENT CRITERION 2 
    2. The correlation is presented in a manner, which serves the intended purpose. 

    ASSESSMENT CRITERION 3 
    3. Data correlated is completed within company specific timeframes. 


    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 basic understanding of collecting statistical data.
  • A general understanding of processing data analytically.
  • A general understanding of company specific data collation methodologies.
  • A basic understanding of information presentation and collation methods and techniques.
  • A general understanding of Contact Centre business and performance requirements. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO ORGANISING 
  • Organise and manage one's activities responsibly and logically so that information retrieved and correlated is correct. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate Contact Centre data and statistics. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively when presenting statistical data to others. 

  • UNIT STANDARD CCFO SCIENCE 
  • Use science and technology effectively in order to collect and present statistical 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  93996   Further Education and Training Certificate: Contact Centre Operations  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  21791   National Certificate: Contact Centre Operations  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered" 
    2009-05-05  Was SERVICES until Last Date for Achievement 


    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. Boston City Campus and Business College (PTY) Ltd 
    2. GLOBAL PROSPECTUS TRAINING PTY LTD 
    3. INFINITUS TRAINING SOLUTION PTY LTD 
    4. PRODUCTION MANAGEMENT INSTITUTE OF SOUTHERN AFRICA PTY LTD 



    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.