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: 

Instil in myself a personal Contact Centre culture 
SAQA US ID UNIT STANDARD TITLE
13872  Instil in myself a personal Contact Centre culture 
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 
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 Support at NQF Level 2. 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 entry level service within the Contact Centre Industry.


The qualifying learner is capable of:
  • Identifying and defining what a Contact Centre is.
  • Identifying Contact Centre principles and concepts.
  • Identifying the benefits of instilling in self a Contact Centre culture.
  • Persuading others of the benefits of a Contact Centre culture. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Numeracy at NQF Level 1 or equivalent.
  • English, verbal and written communication at NQF Level 2 or equivalent.
  • Computer operating skills at NQF Level 2 or equivalent. 

  • UNIT STANDARD RANGE 
  • Stakeholders will include customers, suppliers, the public, employees, management, consumer councils, local government, shareholders, trade unions and financial institutions. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify and define what a Contact Centre is. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. A definition of a Contact Centre is verbally explained. 

    ASSESSMENT CRITERION 2 
    2. All elements of a Contact Centre are identified. 

    ASSESSMENT CRITERION 3 
    3. A Contact Centre is put into context with other functions. 

    SPECIFIC OUTCOME 2 
    Identify Contact Centre principles and concepts. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Contact Centre principals are verbally defined. 

    ASSESSMENT CRITERION 2 
    2. The components of Contact Centres concepts are defined. 

    ASSESSMENT CRITERION 3 
    3. A commitment to Contact Centre principles is demonstrated. 

    SPECIFIC OUTCOME 3 
    Identify the benefits of instilling in self, a Contact Centre culture. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Benefits for self are identified and listed. 

    ASSESSMENT CRITERION 2 
    2. Benefits for self are explained. 

    SPECIFIC OUTCOME 4 
    Persuade others of the benefits of a Contact Centre culture. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Benefits for others are identified and listed. 

    ASSESSMENT CRITERION 2 
    2. Benefits for others are explained to others. 

    ASSESSMENT CRITERION 3 
    3. People are influenced towards a Contact Centre culture. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The relevant Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards this standard. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A basic understanding of communication principles and techniques.
    A broad understanding of Contact Centre principals, contexts, components and elements 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a Contact Centre team to improve Contact Centre culture. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively when persuading others of the benefits of a Contact Centre culture. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology in the orientation and persuasion of computers in a Contact Centre culture. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Contribute to the full personal development of each learner and the social economic development of society at large, by making it the underlying intention of any learning programme to make the individual aware of the importance of reflecting on and exploring a variety of strategies to learn more effectively and how this plays a key role in an individuals success. 

    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  71490   National Certificate: Contact Centre Support  Level 2  NQF Level 02  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  67466   National Certificate: Contact Centre Support  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2009-05-05  As per Learning Programmes recorded against this Qual 
    Elective  20185   Further Education and Training Certificate: Banking  Level 4  NQF Level 04  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.
     
    1. SOUTH AFRICAN NATIONAL COUNCIL FOR THE BLIND SANCB 



    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.