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: 

Work as a member of a Contact Centre Team 
SAQA US ID UNIT STANDARD TITLE
13874  Work as a member of a Contact Centre Team 
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:
  • Communicating with all relevant stakeholders to enhance teamwork.
  • Reporting on team progress to appropriate authority and team.
  • Displaying tendencies to work with others as a member of a Contact Centre team.
  • Handling and resolving areas of conflict. 

  • 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 
  • Communication methods including oral, written, visual, sign, telephonic and electronic.
  • Teamwork tendencies including leadership tendencies, collaborative tendencies, facilitative tendencies, questioning tendencies and expertise tendencies.
  • Frequency of progress including permanent (weekly, fortnightly, monthly, quarterly, annually), occasionally, on request, single reports, customised reports.
  • Communication barriers including language, literacy level, personality differences, ambiguity, competency, timing, misunderstanding, jargon, bias and prejudice, lack of feedback, poor listening, emotions, experiences and lack of credibility.
  • 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 and in the area in which the learner chooses to operate. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Communicate with all relevant stakeholders to enhance teamwork. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Communication methods are identified and demonstrated. 

    ASSESSMENT CRITERION 2 
    2. Communication is clear and concise. 

    ASSESSMENT CRITERION 3 
    3. Views of other team members is listened to. 

    ASSESSMENT CRITERION 4 
    4. Feedback is given on all communication received. 

    ASSESSMENT CRITERION 5 
    5. Communication Barriers are identified and dealt with as they arise. 

    SPECIFIC OUTCOME 2 
    Report on team progress to appropriate authority and team. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Frequency of progress report is established. 

    ASSESSMENT CRITERION 2 
    2. Progress report is constructed using facts. 

    ASSESSMENT CRITERION 3 
    3. Progress report is fit for purpose in accordance with organisational requirements. 

    ASSESSMENT CRITERION 4 
    4. Report is presented verbally or in writing and is clear and accurate. 

    ASSESSMENT CRITERION 5 
    5. Progress report is presented within agreed time frames and format. 

    SPECIFIC OUTCOME 3 
    Display tendencies to work with others as a member of a Contact Centre. 
    OUTCOME NOTES 
    Display tendencies to work with others as a member of a Contact Centre team. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. A range of tendencies for team work are identified and described. 

    ASSESSMENT CRITERION 2 
    2. Behaviours are inline with established behaviours of a team member. 

    ASSESSMENT CRITERION 3 
    3. Team members are consulted on all Contact Centre related issues. 

    ASSESSMENT CRITERION 4 
    4. Decisions are based on team consensus. 

    SPECIFIC OUTCOME 4 
    Handle and resolve areas of conflict. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Areas of possible conflict are identified. 

    ASSESSMENT CRITERION 2 
    2. Achievable options to resolve the conflict are generated. 

    ASSESSMENT CRITERION 3 
    3. Options or combination of options that will resolve the conflict are jointly selected. 

    ASSESSMENT CRITERION 4 
    4. The needs and expectations of all team members are taken into account. 

    ASSESSMENT CRITERION 5 
    5. Conflict between team members is resolved using collaborative facilitation methods. 


    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 broad understanding of communication principles and techniques, methods and barriers to communication.
  • An all rounded understanding of teamwork principles and techniques.
  • A comprehensive understanding of methods and techniques for reporting using organisational requirements.
  • A broad understanding of conflict resolution methods and technique. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Work effectively with others as a member of a Contact Centre team to improve output. 

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

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, evaluate, organise and critically evaluate information when constructing team progress reports. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively when presenting reports so that all stakeholders understand and when communicating with others to enhance teamwork. 

  • UNIT STANDARD CCFO SCIENCE 
  • Use science and technology in the preparation and presentation of communications and / or reports. 

  • 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: being culturally sensitive across a range of social contexts so that all actions and decisions are acceptable to all stakeholders with broad cultural backgrounds. 

  • 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 
    Elective  48921   Further Education and Training Certificate: Road Traffic Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2008-04-13  Was SAS SETA 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. 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.