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: 

Provide coaching to personnel within a Contact Centre 
SAQA US ID UNIT STANDARD TITLE
10327  Provide coaching to personnel within 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 4  NQF Level 04  10 
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:
  • Identifying development areas within a Contact Centre context.
  • Selecting coaching techniques and methodology.
  • Coaching Contact Centre personnel. 

  • 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 
    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 
    Identify development areas within a Contact Centre context. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. A needs analysis is conducted according to company specific procedures. 
    ASSESSMENT CRITERION RANGE 
    Formal or informal.
     

    ASSESSMENT CRITERION 2 
    2. Development areas identified are based on an assessment against performance standards. 

    ASSESSMENT CRITERION 3 
    3. Development areas are clearly defined and are accurately translated into specific coaching criteria. 

    SPECIFIC OUTCOME 2 
    Select coaching techniques and methodology. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Coaching techniques and methodologies are appropriately selected based on correct identification of development areas. 

    ASSESSMENT CRITERION 2 
    2. Coaching techniques and methodologies are appropriate to learners' NQF entry levels. 

    ASSESSMENT CRITERION 3 
    3. Coaching techniques and methodologies are consistent with performance requirements. 

    SPECIFIC OUTCOME 3 
    Coach Contact Centre personnel. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Appropriate support is provided. 

    ASSESSMENT CRITERION 2 
    2. Call centre specific coaching principles are adhered to - informal and formal coaching methods are used. 

    ASSESSMENT CRITERION 3 
    3. Relevant, objective assessments are conducted. 

    ASSESSMENT CRITERION 4 
    4. Coaching content is consistent with specific development areas. 

    ASSESSMENT CRITERION 5 
    5. Company defined coaching targets and objectives are reached. 

    ASSESSMENT CRITERION 6 
    6. Reports are provided to learners and management. 
    ASSESSMENT CRITERION RANGE 
    Informal coaching: include but not limited to work the floor, coaching from statistics and/or call centre reports. Formal coaching: one on one through listening to live calls, taped calls.
     


    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 comprehensive understanding of methods and techniques to develop understanding by others.
  • An in-depth knowledge of formal and informal coaching methodologies in a Contact Centre.
  • A broad understanding of communication techniques within a coaching context.
  • A general understanding of peoples behaviours. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve performance problems in which coaching responses display appropriate critical and creative thinking. 

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others as a member of a coaching or supervisory team. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information related to the identification of areas of coaching required. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with learners during the process of coaching. 

  • 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: reflecting on and exploring a variety of strategies to learn more effectively to enhance coaching efforts. 

  • 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 
    Core  49061   National Certificate: Master Craftsmanship (Electrical)  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  EWSETA 
    Elective  93997   National Certificate: Contact Centre and Business Process Outsourcing Support  Level 3  NQF Level 03  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  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 
    Elective  57122   National Certificate: Printing and Manufacture of Packaging  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  FPMSETA 


    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. CCI CALL CENTRES 
    3. GLOBAL PROSPECTUS TRAINING PTY LTD 
    4. Golden Era Group of Companies 
    5. INFINITUS TRAINING SOLUTION PTY LTD 
    6. MONTSONYANA STAFFING SERVICES 
    7. 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.