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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION: 

Advanced Diploma in Contact Centre Management 
SAQA QUAL ID QUALIFICATION TITLE
110440  Advanced 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
Advanced Diploma  Field 03 - Business, Commerce and Management Studies  Marketing 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  120  Not Applicable  NQF Level 07  Regular-Provider-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Reregistered  EXCO 0821/24  2019-09-11  2027-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2028-06-30   2031-06-30  

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 qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose:
The Advanced Diploma in Contact Centre Management is a vocational qualification which is developed to deepen graduates' knowledge and understanding of the theories, methodologies and practices associated with the management of Advanced Contact Centres as well as to develop applied competence to perform functional managerial activities.

The qualifying learner should be able to demonstrate cultural diversity implications when communicating with customers, and integrate knowledge and skills to manage Advanced Contact Centres as well as the ability to advise senior management on the selection of latest technological resources to enhance productivity.

The qualifying learners will also be able to interpret and manage system-generated reports in order to provide feedback to employee and customers to optimise quality customer service; in addition, they will be able to provide effective customer service based on customer practice and expectations, sound use and analysis of customer databases, customer and employee satisfaction surveys.

After the completion of this qualification, qualifying learners are able to analyse the investment of contact centre employees through the application of people management functions such as performance management, compensation, absenteeism and retention.

The achievement of this qualification will enable learners to further their academic studies at the level of a Postgraduate Diploma in the field of Contact Centre Management.

Rationale:
South African organisations widely use Contact Centres for customer engagement and service delivery which is key to success in the sector, and this demands expert utilisation of technology and strategic management. The industry is also becoming a destination of choice for large international organisations.

Successful candidates will occupy positions such as Contact Centre deputy director, contact centre general manager, contact centre operations manager, head of customer service, contact centre quality assurance.

The qualification is beneficial to both society and economy due to a high demand for qualified contact centre personnel. This qualification follows on the Diploma in Contact Centre Management in the vocational stream of qualifications, and it articulates vertically with the Postgraduate Diploma in Contact Centre Management.

This qualification partially fills the gap between Undergraduate and Postgraduate studies in this discipline which create a coherent pathway for learners wishing to pursue a vocational and/or academic career in this field. Relevant stakeholders, including academic peers from outside the institution and employers represented on the Advisory Committee, were involved in the development of the qualification. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Recognition of Prior Learning (RPL):
Candidates who do not meet the minimum entrance requirements but who can demonstrate satisfactory levels of competence in the field may apply for Recognition of Prior Learning and may be granted entry to the qualification on this basis.

The RPL policy of the institution provides for all learners with relevant prior knowledge at the required level, related to the outcomes of the programme to be admitted to this programme through the RPL process. Learners may also obtain module credits through RPL.

Entry Requirements:
The minimum entry requirement for this qualification is:
  • A 360 Credits Diploma in Contact Centre Management.
    Or
  • Bachelor's Degree or a recognised equivalent qualification at National Qualifications Framework (NQF) Level 6 with a minimum 360 Credits. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
    This qualification consists of the following compulsory modules at Level 7 totalling 120 Credits:
  • Contact Centre Customer Relations IV, 30 Credits.
  • Human Resource Management IV, 30 Credits.
  • Contact Centre Management IV, 30 Credits.
  • Research Methodology IV, 30 Credits. 
    		•

    EXIT LEVEL OUTCOMES 
    1. Demonstrate the ability to manage Advanced Contact Centres business processes as well as to advise senior management on the selection of latest technological resources to enhance productivity.
    2. Demonstrate detailed knowledge of the theories, methodologies and practices and the ability to integrate these in order to formulate, undertake and resolve theory and practice-related problems associated with Advanced Contact Centres.
    3. Implement effective customer service and selling strategies, and the analysis of customer information.
    4. Analyse the investment of Contact Centre employees through the application of people management functions such as performance management, compensation, absenteeism and retention. 

    ASSOCIATED ASSESSMENT CRITERIA 
    Associated Assessment Criteria for Exit Level Outcome 1:
  • Analyse Contact Centre technology acquisition processes, outsourcing, insourcing, offshoring strategies and measuring mechanisms of Contact Centre operations.
  • Effectively manage the Contact Centre project and budgets.

    Associated Assessment Criteria for Exit Level Outcome 2:
  • Demonstrate detailed knowledge of the theories, methodologies and practices of Advanced Contact Centres.
  • Integrate theories, methodologies and practices in the formulation, undertaking and resolution of theory and practice-related problems associated with in Advanced Contact Centres.

    Associated Assessment Criteria for Exit Level 3:
  • Analyse and interpret customer service using available data.
  • Analyse continual improvement of customer service processes and outcomes through assessing and managing of customer service teams.
  • Analyse Contact Centre Service Level Agreements (SLAs); and customer and employee satisfaction surveys framework.
  • Analyse Contact Centre selling techniques.

    Associated Assessment Criteria for Exit Level Outcome 4:
  • Examine the strategies regarding employee separation and retention management.
  • Show understanding of performance management and feedback.

    Integrated Assessment:
    (Summative, Formative and or Work Integrated Learning (WIL)).
    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 informal assignments, discussions, case studies, informal tests and tutoring. Some of the criteria may be assessed through observation of the learners during classes.

    Summative Assessment strategies are aimed at judgement of the learning in relation to the Exit Level Outcomes of the programme. Such strategies include examinations, reports, projects or equivalent such as a portfolio of evidence which is representative of a selection of the outcomes.

    The outcomes of the formal assignments and tests will contribute to a cumulative class mark as per pre-arrangement with the learners. In the formal assignments and tests, and in the respective examinations learners will have to demonstrate the ability to communicate and integrate knowledge of the key issues, highlighted in the respective modules, and identify and resolve typical problems in the subfields as indicated. This will require critical and creative thinking as well as the ability to make practical applications of the learning outcomes as indicated in the module descriptors. 
    		•

    INTERNATIONAL COMPARABILITY 
  • Country: United Kingdom.
  • Institution: University of Ulster.
  • Qualification Title: Advance Diploma in Customer Contact Planning and Management.

    This qualification is similar to the qualification offered by the above country in terms of the following:
  • The similarities are based on content, wherein University of Ulster level 6 consists of modules with similar content as this Advance Diploma in Contact Centre Management. Both universities qualification accommodates people employed in contact centres. Ulster University offers Research module course which is mirrored in this qualification Research Methodology module. The University of Ulster's admission to the qualification offers recognition to prior learning and work experience which is the same with this Advance Diploma.

    Conclusion:
  • The Advanced Diploma is comparable with the University of Ulster's Advance Diploma in Customer Contact Planning and Management in content and admission requirements. 
    		•

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

    Horizontal Articulation:
  • Advanced Diploma in Marketing Management, NQF Level 7.

    Vertical Articulation:
  • Postgraduate Diploma in Contact Centre Management, NQF Level 8. 
    		•

    MODERATION OPTIONS 
    N/A 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    N/A 

    NOTES 
    N/A 

    LEARNING PROGRAMMES RECORDED AGAINST THIS 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.