|SOUTH AFRICAN QUALIFICATIONS AUTHORITY|
|National Certificate: Contact Centre Support|
|SAQA QUAL ID||QUALIFICATION TITLE|
|71490||National Certificate: Contact Centre Support|
|PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY||NQF SUB-FRAMEWORK|
|The individual Primary or Delegated Quality Assurance Functionary for each Learning Programme recorded against this qualification is shown in the table at the end of this report.||SFAP - Sub-framework Assignment Pending|
|National Certificate||Field 03 - Business, Commerce and Management Studies||Marketing|
|ABET BAND||MINIMUM CREDITS||PRE-2009 NQF LEVEL||NQF LEVEL||QUAL CLASS|
|Undefined||128||Level 2||NQF Level 02||Regular-Unit Stds Based|
|REGISTRATION STATUS||SAQA DECISION NUMBER||REGISTRATION START DATE||REGISTRATION END DATE|
|LAST DATE FOR ENROLMENT||LAST DATE FOR ACHIEVEMENT|
|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 replaces:
|Qual ID||Qualification Title||Pre-2009 NQF Level||NQF Level||Min Credits||Replacement Status|
|67466||National Certificate: Contact Centre Support||Level 2||NQF Level 02||128|
|PURPOSE AND RATIONALE OF THE QUALIFICATION|
|Any individual who are or wish to be involved in the Contact Centre industry, will have access to this qualification. It also serves as the entry qualification into Contact Centre operations and management. This qualification will be registered at NQF Level 2. Portability across both areas of specialisation is therefore ensured.
Learners working towards this qualification will find that the acquisition of competence in the unit standards, which make up the qualification, will add value to learner`s job. This qualification is intended to enhance the provision of entry level service within the Contact Centre Industry.
Rationale of the qualification:
The National Qualification in Contact Centre Support: Level 2 is designed to meet the needs of those learners who enter the field of Contact Centres. Contact Centres have become key business tools - integral to the way organisations achieve their business objectives. Contact Centres are a new industry - there is a need to develop career paths in this field, and it is a high growth industry constantly in need of skilled people.
The Contact Centre industry is also fast becoming the next knowledge worker industry. All Contact Centres are currently recruiting, training and performance managing agents. Currently Call Centres sit inside of existing organisations within larger Industries, i.e. Banking, Insurance, PAY-TV.
The Contact Centre National Certificate at NQF Level 2 will provide the broad knowledge and skills needed in the industry and to progress along a career path for learners who:
The National Certificate in Contact Centre Support: Level 2 allows the learner to work towards a nationally recognised whole qualification. The qualification will allow both those in formal education and those already employed in Contact Centre organisations access, due to its flexibility.
The qualification has building blocks that can be developed further and will lead to a more defined Contact Centre career path at various NQF levels. It also focuses on the skills, knowledge, values and attitudes required to progress further. The intention is:
Many different roles and careers are linked to and affected by this qualification. They include, but are not limited to:
The National Certificate in Contact Centre Support: Level 2, should produce knowledgeable, skilled people who are able to contribute to improved productivity and efficiency within the Contact Centre industry. It should provide the means for current individuals in the Contact Centre field to receive recognition of prior learning and to upgrade their skills and knowledge base. The qualification is structured in such a way that it exposes individuals to a set of core competences to give a broad understanding of Contact Centre support operations and the electives, which will allow for a specialisation of competence in either a commercial or an emergency environment. It will also promote the notion of life-long learning.
|LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING|
|The learning assumed to be in place is only a guide in order to help the learner cope with the unit standards in the qualification. The following is the learning assumed to be in place:
Recognition of prior learning:
The structure of this Unit Standard based Qualification makes the Recognition of Prior Learning possible, if the learner is able to demonstrate competence in the knowledge, skills, values and attitudes implicit in this Contact Centre Support Qualification.
This Recognition of Prior Learning may allow:
All recognition of Prior Learning is subject to quality assurance by the relevant accredited Education, Training, Quality, Assurance Body and is conducted by an accredited workplace assessor.
|RECOGNISE PREVIOUS LEARNING?|
|To be awarded the Qualification learners are required to obtain a minimum of 128 credits as detailed below.
The Fundamental Component consists of Unit Standards in:
All Unit Standards, to the value of 36 credits, in the Fundamental Component are compulsory.
The Core Component consists of Unit Standards to the value of 76 credits all of which are compulsory.
The Elective Component consists of individual unit standards from which the learner must choose unit standards totalling a minimum of 16 credits.
|EXIT LEVEL OUTCOMES|
|On achieving this qualification, the learner will be able to:
|ASSOCIATED ASSESSMENT CRITERIA|
|In particular assessors should check that the learner must demonstrate an ability to consider a range of options and make decisions about:
Because assessment practices must be open, transparent, fair, valid, and reliable and ensure that no learner is disadvantaged in any way whatsoever, an integrated assessment approach is incorporated into the qualification.
As it is a Unit Standard based Qualification, both formative and summative assessment processes are accounted for.
|Benchmarking was done by comparison to Unit Standards/Outcomes of learning against:
|On completion of this qualification, besides careers in the formal Contact Centre industry, learners may also be able to enter careers in:
1. The above is an indication rather than an exhaustive listing.
2. In addition learners can specialise in an industry sector e.g. FMCG; Retail, Wholesale, Motor, Insurance, Banking, etc.
Anyone wishing to be assessed against this Qualification may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant ETQA.
|CRITERIA FOR THE REGISTRATION OF ASSESSORS|
|For an applicant to register as an assessor, the applicant needs:
|As per the SAQA Board decision/s at that time, this qualification was Reregistered in 2012; 2015.|
|This qualification replaces qualification 67466, which is National Certificate: Contact Centre Support, Level 2, 128 credits.|
|ID||UNIT STANDARD TITLE||PRE-2009 NQF LEVEL||NQF LEVEL||CREDITS|
|Core||10350||Collect and record information queries and requests from customers||Level 2||NQF Level 02||8|
|Core||10354||Contribute to a diverse working environment in a Contact Centre||Level 2||NQF Level 02||8|
|Core||10348||Identify and respond to customer needs in a Contact Centre||Level 2||NQF Level 02||12|
|Core||10349||Input data received onto appropriate computer packages within a Contact Centre||Level 2||NQF Level 02||12|
|Core||10353||Meet performance standards within a Contact Centre||Level 2||NQF Level 02||6|
|Core||13885||Provide information to customers in a Contact Centre||Level 2||NQF Level 02||12|
|Core||13886||Gather and provide relevant information to contribute to contact centre problem solving||Level 3||NQF Level 03||5|
|Core||13873||Handle a range of customer complaints in Contact Centres||Level 4||NQF Level 04||4|
|Core||13872||Instil in myself a personal Contact Centre culture||Level 4||NQF Level 04||4|
|Core||13874||Work as a member of a Contact Centre Team||Level 4||NQF Level 04||5|
|Fundamental||119463||Access and use information from texts||Level 2||NQF Level 02||5|
|Fundamental||9009||Apply basic knowledge of statistics and probability to influence the use of data and procedures in order to investigate life related problems||Level 2||NQF Level 02||3|
|Fundamental||7480||Demonstrate understanding of rational and irrational numbers and number systems||Level 2||NQF Level 02||3|
|Fundamental||9008||Identify, describe, compare, classify, explore shape and motion in 2-and 3-dimensional shapes in different contexts||Level 2||NQF Level 02||3|
|Fundamental||119454||Maintain and adapt oral/signed communication||Level 2||NQF Level 02||5|
|Fundamental||8967||Use language and communication in occupational learning programmes||Level 2||NQF Level 02||5|
|Fundamental||7469||Use mathematics to investigate and monitor the financial aspects of personal and community life||Level 2||NQF Level 02||2|
|Fundamental||9007||Work with a range of patterns and functions and solve problems||Level 2||NQF Level 02||5|
|Fundamental||119456||Write/present for a defined context||Level 2||NQF Level 02||5|
|Elective||10358||Apply in-bound Contact Centre Operations within a commercial environment||Level 2||NQF Level 02||8|
|Elective||13884||Apply in-bound and out-bound Contact Centre operations within an emergency context||Level 3||NQF Level 03||16|
|Elective||13883||Apply out-bound Contact Centre Operations within a commercial environment||Level 3||NQF Level 03||8|
|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.
|LP ID||Learning Programme Title||Originator||Pre-2009
|NQF Level||Min Credits||Learning Prog End Date||Quality
|67516||National Certificate: Contact Centre Support||Damelin||Level 2||NQF Level 02||128||SERVICES||OQSF|
|73269||National Certificate: Contact Centre Support||Generic Provider - Field 03||Level 2||NQF Level 02||128||SERVICES||OQSF|
|PROVIDERS CURRENTLY ACCREDITED TO OFFER THESE LEARNING PROGRAMMES:|
|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.
|LP ID||Learning Programme Title||Accredited Provider|
|73269||National Certificate: Contact Centre Support||
1. ACADEMY BUSINESS SCHOOL
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3. AFRI TRAINING INSTITUTE PTY LTD
4. AGB MATHE BUSINESS SERVICES
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48. SOUTH AFRICAN NATIONAL COUNCIL FOR THE BLIND SANCB
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56. TRENTSTONE COLLEGE
57. TSHIREDO TRAINING ACADEMY CC
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59. UCADEMY PTY LTD
60. UMFOLOZI TVET COLLEGE
61. VVM TELECOMS
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63. WNS GLOBAL SERVICES SA PTY LTD