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 information to customers in a Contact Centre 
SAQA US ID UNIT STANDARD TITLE
13885  Provide information to customers in 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 2  NQF Level 02  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 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 competent of:
  • Identifying customer needs in a Contact Centre.
  • Providing information to customers. 

  • 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 
  • 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 customer needs in a Contact Centre 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Customers' needs are correctly identified through appropriate questioning and listening techniques. 

    ASSESSMENT CRITERION 2 
    2.A correct understanding of customers' needs is demonstrated by applying industry specific responses. 

    ASSESSMENT CRITERION 3 
    3.Customers' needs are identified within company specific timeframes. 

    ASSESSMENT CRITERION 4 
    4.Company specific prompts and procedures are consistently followed. 

    SPECIFIC OUTCOME 2 
    Provide information to customers 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Product specific and relevant information is accurately matched to the customers' needs. 

    ASSESSMENT CRITERION 2 
    2.Information provided is current and up to date. 

    ASSESSMENT CRITERION 3 
    3.Customer specific relevant information is provided. 

    ASSESSMENT CRITERION 4 
    4.Company specific timeframes are complied with. 

    ASSESSMENT CRITERION 5 
    5.Escalation situations are identified and company specific procedures are correctly followed. 

    ASSESSMENT CRITERION 6 
    6.Alternatives are offered to customers. 


    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 
    oA broad understanding of the methods and techniques for listening.
    oA broad understanding of the relevant industry's product and service offered.
    oA general understanding of problem / needs, identification and analyses.
    oA general understanding of basic customer service principles
    oA comprehensive understanding of listening techniques, questioning techniques and communication. 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made with regard to client queries. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and one's activities responsibly and effectively by having the specific and relevant information at hand at all times. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to the identification of customer needs. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively using mathematical and/or language skills in the modes of verbal telephonic situations. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate an understanding of the world as a set of related systems where relevant product and industry specific information is provided in relation to customers needs. 

  • 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  20183   National Certificate: Banking  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  BANKSETA 
    Elective  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Reregistered  2023-06-30  W&RSETA 


    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. Bright Training Services Pty Ltd 
    2. Golden Ratio College (Pty) Ltd 
    3. Nedbank Ltd 
    4. 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.