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: 

Apply in-bound and out-bound Contact Centre operations within an emergency context 
SAQA US ID UNIT STANDARD TITLE
13884  Apply in-bound and out-bound Contact Centre operations within an emergency context 
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 3  NQF Level 03  16 
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. This standard also intends to assist learners in the provision of telephonic emergency services within a Contact Centre context.

The qualifying learner is competent of:
  • Retrieving calls within a Contact Centre from customers in emergency situations.
  • Documenting information from customers in emergency situations.
  • Responding within a Contact Centre to emergencies.
  • Following up on customers in emergency situations. 

  • 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. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Retrieve calls within a Contact Centre from customers in emergency situations 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Customers are responded to appropriately as per the emergency service provision requirements. 

    ASSESSMENT CRITERION 2 
    2.Calls are retrieved timeously according to service specific timeframe requirements. 

    ASSESSMENT CRITERION 3 
    3.Calls are retrieved using company specified technology and systems accurately and effectively. 

    ASSESSMENT CRITERION 4 
    4.Calls are retrieved according to service specific procedures and methodologies. 

    SPECIFIC OUTCOME 2 
    Document information from customers in emergency situations 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.The correct information is elicited from customers in emergency situations. 

    ASSESSMENT CRITERION 2 
    2.Information is documented and recorded accurately. 

    ASSESSMENT CRITERION 3 
    3.Information is captured within company specific timeframes. 

    ASSESSMENT CRITERION 4 
    4.Information captured is relevant according to the emergency situation. 

    ASSESSMENT CRITERION 5 
    5.Information captured is consistent with service specific formats and requirements. 

    ASSESSMENT CRITERION 6 
    6.Information is verified according to service standard practices. 

    SPECIFIC OUTCOME 3 
    Respond within a Contact Centre to emergencies 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Emergencies are responded to accurately. 
    ASSESSMENT CRITERION RANGE 
    Accurately defines the correct choice of action to be taken.
     

    ASSESSMENT CRITERION 2 
    2.Emergencies are responded to timeously according to company specific timeframes. 

    ASSESSMENT CRITERION 3 
    3.Responses comply with service defined responses and scripts. 

    ASSESSMENT CRITERION 4 
    4.Responses are consistent with emergency service practices and procedures. 

    ASSESSMENT CRITERION 5 
    5.Relevant information is provided. 

    ASSESSMENT CRITERION 6 
    6.Sufficient options and alternatives are offered in order to effect a solution. 

    SPECIFIC OUTCOME 4 
    Follow-up on customers in emergency situations 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Follow up procedures are conducted consistently according to industry requirements. 

    ASSESSMENT CRITERION 2 
    2.Follow up procedures are consistent with customer requirements. 

    ASSESSMENT CRITERION 3 
    3.Follow ups are conducted timeously according to service specific timeframes and laid down protocols. 

    ASSESSMENT CRITERION 4 
    4.Customers are informed of escalation situations and follow ups are passed onto relevant parties. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers and Assessors will be accredited against this Unit Standard by the relevant Education, Training, Quality Assurance Body (ETQA). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A broad understanding of emergency procedures and protocols.
  • A general understanding of medical/emergency services/trauma/crisis services or situations.
  • A basic understanding of Contact Centre practices and procedures.
  • A general understanding of company specific emergency services and procedures.
  • A general understanding of the basic customer service principles.
  • A comprehensive understanding of communication, listening and questioning techniques.
  • A basic understanding of the industry/service principles. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve customer problems in which responses display that decisions using critical and creative thinking have been used. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse and critically evaluate relevant client information in emergency situations. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using language skills in the modes of oral communication in a one-on-one remote context. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively when demonstrating the ability to utilise company specific systems and methodologies. 

    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 and aesthetically sensitive across a range of social contexts when responding to emergencies. 

    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  60249   National Certificate: Primary Response in Emergencies  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2010-06-02  HW SETA 
    Core  78803   National Certificate: Primary Response in Emergencies  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2013-06-02   
    Elective  71490   National Certificate: Contact Centre Support  Level 2  NQF Level 02  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  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  20184   National Certificate: Banking  Level 3  NQF Level 03  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. ACADEMY BUSINESS SCHOOL 
    2. BAPELA GLOBAL CONCEPT 
    3. BDCE 
    4. CBM TRAINING PTY LTD 
    5. KAJAL & ASSOCIATES 
    6. KNOWLEDGE QUEST PTY LTD 
    7. MSV WEALTH MANAGEMENT 
    8. NEW BEGINNINGS STAFFING PTY LTD 
    9. TRENTSTONE COLLEGE 
    10. TSHIREDO TRAINING ACADEMY CC 
    11. VVM TELECOMS 
    12. WMD CIVILS 



    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.