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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION: 

Diploma in Contact Centre Management 
SAQA QUAL ID QUALIFICATION TITLE
100970  Diploma in Contact Centre Management 
ORIGINATOR
Tshwane University of Technology (TUT) 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
CHE - Council on Higher Education  HEQSF - Higher Education Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
Diploma (Min 360)  Field 03 - Business, Commerce and Management Studies  Generic Management 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  360  Not Applicable  NQF Level 06  Regular-Provider-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Registered-data under construction  EXCO 0324/24  2024-07-01  2027-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2027-06-30   2029-06-30  

Registered-data under construction

The qualification content is currently being updated for the qualifications with the status “Registered-data under construction” or showing “DETAILS UNDER CONSTRUCTION” to ensure compliance with SAQA’S Policy and Criteria for the registration of qualifications and part-qualifications on the National Qualifications Framework (NQF) (As amended, 2022). These qualifications are re-registered until 30 June 2027 and can legitimately be offered by the institutions to which they are registered.

 

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.  

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose:
The purpose of this qualification is to equip learners with appropriate knowledge and skills as well as applied competence to perform functional activities associated with the management of a contact centre. The qualifying learner will demonstrate focused knowledge of, and skills in Communication, Management principles, the contact centre environment, Marketing, Human Resources (HR) Management, Quality assurance and performance management. After the completion of this qualification, learners will in addition be able to provide effective customer service based on customer practice and behaviour, sound use and analysis of customer service databases and customer satisfaction surveys. The learner will be able to utilise multimedia in order to provide feedback to staff and customers to maximise quality service. Learners will be trained to independently and creatively solve problems. Learners will learn to be culturally sensitive in their communication with customers, using appropriate language and acknowledging the cultural diversity of clients.

Rationale:
The qualification will provide a set of essential skills to support business owners and service delivery organisations to maximise their outputs through the application of the latest technological advanced equipment in contact centres. The qualification focuses on the enhancement of customer relations, marketing and managing the business through the contact centre in the business environment. It includes different important marketing - management - and HR related modules to develop the learner for success in a balanced corporate business contact centre environment within which the graduates must function. This in turn constitutes a one of a kind qualification in South Africa. The institution is the only university offering the qualification on a full-time basis as compared to other universities who offers it through a correspondence programme. This Diploma will assist graduates to be equipped to take positions as: Contact centre agents, (Contact centre representatives, Contact centre officer), Contact centre supervisors, Contact centre managers. In addition, the qualification provides the successful graduate with the opportunity to further specialise in marketing or business in the contact centre environment. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Recognition of Prior Learning (RPL):
  • As per institutional policy, credits towards this qualification may be obtained by means of Recognition of Prior Learning (RPL).

    Entry Requirements:
    The minimum entry requirement for this qualification is:
  • Senior Certificate National Qualifications Framework (NQF) Level 4. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
    This qualification consists of the following compulsory modules at National Qualifications Framework Levels 5 and 6 totalling 360 Credits.

    Compulsory Modules, Level 5, 120 Credits:
  • Contact Centre Management I, 24 Credits.
  • Contact Centre Technology I, 24 Credits.
  • Communication for Academic Purpose, 10 Credits.
  • Information Literacy I, 2 Credits.
  • Contact Centre Customer Relations I, 24 Credits.
  • Human Resource Management I, 24 Credits.
  • Life Skills, 2 Credits.
  • Computer Literacy, 10 Credits.

    Compulsory Modules, Level 6, 240 Credits:
  • Contact Centre Customer Relation II, 24 Credits.
  • Contact Centre Communication, 24 Credits.
  • Work Integrated Learning (WIL) in Contact Centre Management II, 10 Credits.
  • Contact Centre Management II, 24 Credits.
  • Human Resource Management II, 24 Credits.
  • Contact Centre Technology II, 24 Credits.
  • WIL in Contact Centre Management III, 26 Credits.
  • Contact Centre Customer Relation III, 30 Credits.
  • Human Resource Management III, 24 Credits.
  • Contact Centre Management III, 30 Credits. 
    		•

    EXIT LEVEL OUTCOMES 
    1. Demonstrate detailed knowledge of the main areas of Management, including an understanding of and an ability to apply the key terms, concepts, facts, principles, rules and theories relevant to general management practice in the context of a contact centre.
    2. Demonstrate an understanding of the relationships between Technological devices and systems, and of how actions, ideas or developments in one system impact on other systems.
    3. Demonstrate an ability to evaluate and select different sources of information (Multimedia) appropriate to the task as well as the ability to apply well-developed processes of analysis, synthesis and evaluation regarding Operational and Workforce management.
    4. Demonstrate an ability to present and communicate complex information reliably and coherently using appropriate professional or occupational conventions, formats and technologies for a given context.
    5. Demonstrate detailed knowledge of the main areas of the discipline of marketing, including an understanding of and an ability to apply the key terms, concepts, facts, principles, rules and theories of that discipline and practice to unfamiliar but relevant contexts.
    6. Demonstrate detailed knowledge of the main areas of the discipline of Human Resources (HR) management including an understanding of and an ability to apply the key terms, concepts, facts, principles, rules and theories of that discipline and practice to unfamiliar but relevant contexts.
    7. Identify, analyse and solve problems regarding quality in unfamiliar contexts, gathering evidence and applying solutions based on evidence and procedures appropriate to the discipline and practice of contact centre operations and management. 

    ASSOCIATED ASSESSMENT CRITERIA 
    The following Associated Assessment Criteria will be used in an integrated manner across the Exit Level Outcomes:
  • Demonstrate skills of personal mastery to identify, plan, present and, implement campaigns and marketing communication.
  • Demonstrate skills to identify and analyse managerial problems; provide solutions through case studies and role plays and logistics management (e.g. benchmarking etc.).
  • Demonstrate management abilities relating to groups, change, people and resources, knowledge of organisation processes and leadership skills.

    Integrated Assessment:
    Formative Assessment strategies are continuous and aimed at giving learners' feedback on their progress in the achievement of learning outcomes as well as to integrate theoretical and practical competence. Such strategies include assignments, discussions, case studies, tests and tutoring. Some of the criteria may be assessed through observation of the learners during classes, practical and tutoring sessions.

    The Summative Assessments strategies are aimed at judgement of the learning in relation to the Exit Level Outcomes of the qualification. Such strategies include examinations, reports, projects or equivalent such as a portfolio of evidence which is representative of a selection of the outcomes practiced and assessed in the formative stage.

    Evaluating practical situations in the workplace through Work Integrated Learning (WIL) (where applicable). At this level, in terms of assessing applied competence, the emphasis shifts more to the assessment of reflexive competence which is the demonstrated ability to integrate learners' performances with their understanding so that they are able to adapt to changed circumstances and explain the reason behind these adaptations. WIL assessment: A report compiled by the employer, outlining practical activities, general work ethic, punctuality, etc. This will be compiled in accordance with the specified Work Integrated Learning (WIL) outcomes supplied to the employer. A report will be compiled by the learner, recording learning activities, problems, solutions and overall impressions of the WIL experience according to the provided guidelines in accordance with the provided guidelines in accordance with the specified WIL outcomes. 
    		•

    INTERNATIONAL COMPARABILITY 
    The Diploma in Call Centre Management was compared to qualifications, outcomes and purposes for Call Centre Management in other institutions in: New Zealand and Namibia. A direct comparison of the Title, Exit Level Outcomes and Assessment Criteria was undertaken with each. The international qualifications with which this qualification was compared have the same themes and purposes as this qualification. New Zealand: Diploma in Contact Centre Management (Level 4). This Diploma is for people who hold or aspire to management roles above first line management in contact centres (sometimes referred to as call centres). It builds on the National Certificate in Contact Centre Operations (Level 3) and the National Certificate in Contact Centres with strands in Senior Customer Service Representative, and Management (Team Leader), and may also be of interest to managers from other areas of business who take on the management of a contact centre. The Diploma has a compulsory component of contact centre and transferable generic management skills, and an elective component. More specifically, the compulsory component covers the following: Contact centre skills and knowledge: planning and allocating work to individuals in contact centres; use of contact centre technology; managing the operation of a contact centre; preparing business plan and budget for a contact centre; and awareness of current contact centre technology developments. Transferable generic management skills and knowledge: developing and coordinating people; developing customer relationships and services; organisational direction and strategy; and management systems and resources, including change management. The elective component allows selection of unit standards from the areas of business, economics, computing, and interpersonal communications. 

    ARTICULATION OPTIONS 
    This qualification allows possibilities for both vertical and horizontal articulation.

    Horizontal Articulation:
  • Diploma in Contact Centre Management, Level 6.

    Vertical Articulation:
  • Advanced Diploma in Contact Centre, Level 7. 
    		•

    MODERATION OPTIONS 
    N/A 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    N/A 

    NOTES 
    N/A 

    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
    When qualifications are replaced, some (but not all) of their learning programmes are moved to the replacement qualifications. If a learning programme appears to be missing from here, please check the replaced qualification.
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    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. Tshwane University of Technology (TUT) 


    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.