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 QUALIFICATION THAT HAS PASSED THE END DATE:

Certificate: Contact Centre and Support Procedures

SAQA QUAL ID	QUALIFICATION TITLE
22063	Certificate: Contact Centre and Support Procedures
ORIGINATOR
South African Airways
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY			NQF SUB-FRAMEWORK
-			OQSF - Occupational Qualifications Sub-framework
QUALIFICATION TYPE	FIELD		SUBFIELD
National Certificate	Field 03 - Business, Commerce and Management Studies		Marketing
ABET BAND	MINIMUM CREDITS	PRE-2009 NQF LEVEL	NQF LEVEL	QUAL CLASS
Undefined	196	Level 4	Level TBA: Pre-2009 was L4	Regular-Provider-ELOAC
REGISTRATION STATUS		SAQA DECISION NUMBER	REGISTRATION START DATE	REGISTRATION END DATE
Passed the End Date - Status was "Registered"		SAQA 9900/00	2003-07-01	2006-06-30
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2007-06-30		2010-06-30

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

To provide a learning pathway for learners to obtain a National Certificate as a Customer Contact Agent in the service industry. In the following service process, learners must ensure good customer relations.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

FET Certificate Recognition of prior learning: Recognition of prior learning will be recognised if learner can prove competency against required standards at NQF level 4

RECOGNISE PREVIOUS LEARNING?

Y

EXIT LEVEL OUTCOMES

Exit level outcomes: Communication skills (Verbal and non-verbal) for participation in teams as well as individual customer contact. Active listening skills are paramount Manage personal grooming and image Identify appropriate solutions for both team and customer related problems Customer orientation Apply the principles of good telephone etiquette Provide accurate and reliable information to every customer in a consistent and clear manner Identify different types of customers and meet customer needs Make an effective sales presentation Identify buying signals, close a sale and convert a potential customer into an actual customer State rules, terms and conditions so member can be guided into making an informed decision Identify, analyse and overcome resistance Be able to diffuse difficult or hostile situations Label a map using world geography Inform passengers of major tourist attractions Calculate time differences, actual and elapsed flying times by using the applicable rules Recall codes and airline terminology for uniformity and understanding worldwide Inform passengers of major tourist attractions Identify travel documents and fill in tickets manually according to IATA regulations Recall codes and airline terminology for uniformity and understanding worldwide Have basic knowledge of governing airline industry organisations Apply occupational Health and Safety in accordance to the Safety, Health and Environmental Act Have knowledge of Apron hazards, dangerous goods, passenger movements and baggage allowance for safety and security reasons Make and amend booking on a simulated computer system Ticket, and issue a ticket on a simulated computer system Pre-seat passengers and assign special requirements according to their needs Identify routings, look up domestic and international fares and rules / notes using a simulated computer system Build and quote international and domestic fares Look up currency regulations, conversions and taxes in the simulated computer system Look up fares displays and use subsequent entries Quote, file and modify fare quotations Do manual point-to-point fares worldwide Have a basic understanding of the Passenger Air Tariff manuals Construction of special fares as approved by the Airline Industry organisations Construction of one-way fares using multiple rules as per Airline Industry organisations Construction of intermediate and advanced fares as per Airline Industry organisations Apply Pricing Unit Concept per Airline Industry organisations Completion of travel and fare documentation Manage the Voyager basic and advanced programme Discuss partner program`s and how it would benefit members Know terms and conditions of Voyager programme Be able to operate the FERRARI system Be able to operate the MAT GAMING programme Be able to identify and manage fraud Use the QIK-RES key pads Administration and planning Accept and board passengers (boarding procedures) Verification of passports and visas Control ramp traffic Operate world tracer system in order to track baggage Fulfil specific roles in disaster situations Be able to write effectively by planning, organising and assimilating of the principles of business writing skills These outcomes will be formulated as fundamental, core and elective outcomes once this qualification has been unpacked into unit standards

ASSOCIATED ASSESSMENT CRITERIA

Formative assessment: Currently formative assessment is available in the form of criterion tests after each training course, using knowledge and practical skills in the specific course. This test requires insite, theoretical and practical application utilising a simulated computer system (To required quality standards) Summative assessment is done under supervision using role plays Once this qualification is unpacked into unit standards as specified in the Skills Development Act in relation to a National qualification, the assessment must conform to ETQA requirements. For example, a test is conducted by an internal / external assessor, verified by an internal / external verifier and moderated by a moderator as accredited by the relevant ETQA

ARTICULATION OPTIONS

The qualification can be incorporated to form part of or lead to the following qualifications: Other Travel related qualifications Call Centre Management Qualification for Departure Controllers - NQF 5 Diploma in Industry Management - NQF 5

MODERATION OPTIONS

The outcome achieved by the learner will be moderated / verified by an internal / external moderator / verifier who is accredited by the relevant ETQA as accredited by the Transport SETA sub chamber Aerospace in accordance with Legislative Requirements

CRITERIA FOR THE REGISTRATION OF ASSESSORS

Provider and company Internal / External assessors registered with the TETA`S ETQA Competent against outcomes and meet the requirements of the draft assessor standards

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.

NONE

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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.