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: 

Gather and provide relevant information to contribute to contact centre problem solving 
SAQA US ID UNIT STANDARD TITLE
13886  Gather and provide relevant information to contribute to contact centre problem solving 
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 
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:
  • Obtaining and evaluating project information to facilitate Contact Centre problem solving:
  • Providing advice and support regarding received information to facilitate Contact Centre problem solving. 

  • 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 
  • Evaluation will take place within own areas of expertise and level of competence.
  • Advise and support will include discussions, referrals, hands-on assistance, reports, evidence, other sources of expertise, development activities, on-the-job-training.
  • 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 
    Obtain and evaluate project information to facilitate Contact Centre problem solving: 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Valid and reliable methods and sources for obtaining project information are identified and agreed with relevant parties. 

    ASSESSMENT CRITERION 2 
    2.The co-operation of relevant parties in obtaining information is enlisted. 

    ASSESSMENT CRITERION 3 
    3.Available information from relevant parties is identified, obtained and evaluated in conjunction with higher authority. 

    ASSESSMENT CRITERION 4 
    4.Information gathered is analysed to identify potential improvements. 

    SPECIFIC OUTCOME 2 
    Provide advice and support regarding received information to facilitate problem solving 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Advice and support are provided at appropriate times and only when necessary. 

    ASSESSMENT CRITERION 2 
    2.The methods of providing advice are sensitive to the personal needs and positions of the relevant individuals. 

    ASSESSMENT CRITERION 3 
    3.Advice and support are provided only so far as is necessary to allow progress to be maintained and to enable individuals and groups to work autonomously. 

    ASSESSMENT CRITERION 4 
    4.Threats to the Contact Centre's success are identified at an early stage. 


    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 broad understanding of analysis and review methods to establish potential risks or problems.
  • A comprehensive understanding of the methods and techniques for obtaining and sourcing information.
  • A general understanding of the methods and techniques for working with others when obtaining feedback and information. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems around information requirements for a Contact Centre. 

  • UNIT STANDARD CCFO WORKING 
  • Work effectively with others when sourcing information and providing advice and support. 

  • UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information, which effects the outcome of the problem solving process. 

    UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with others in sourcing, obtaining and suggesting information to and from individuals and teams. 

  • 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 contributing to Contact Centre problem solving. 

    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 
    Core  48664   Further Education and Training Certificate: Mail Supervision  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
    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. 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.