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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION THAT HAS PASSED THE END DATE: 

Bachelor of Technology: Contact Centre Management 
SAQA QUAL ID QUALIFICATION TITLE
72381  Bachelor of Technology: 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
B Tech  Field 03 - Business, Commerce and Management Studies  Generic Management 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  480  Level 7  Level N/A: Pre-2009 was L7  Regular-Provider-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Passed the End Date -
Status was "Reregistered" 		 SAQA 06120/18  2018-07-01  2018-12-31 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-12-31   2024-12-31  

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
16629  Bachelor of Technology: Contact Centre Management  Level 7  Level TBA: Pre-2009 was L7  480  Complete 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
A candidate at this level can perform management activities associated with the strategic management of the contact centre and typically function as a senior manager. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
NQF Level 6 (e.g. First Degree: Contact Centre Management or equivalent) 

RECOGNISE PREVIOUS LEARNING? 
N 

EXIT LEVEL OUTCOMES 
The capability to:
1.Identify the demands of the contact centre industry and develop strategic plans.
  • Apply advanced business principles.
  • Apply advanced theoretical developmental and technological knowledge relevant to contact centre

    2. Conduct ad hoc research.

    Specified outcomes:

    1. Apply the knowledge, principles, concepts and skills to:
  • Develop strategic plans
  • Apply business principles
  • Manage a contact centre on strategic level
  • Manage a project
  • Manage human and customer relations (c)

    2. Apply the knowledge, principles and skills to conduct research 
    		•

    ASSOCIATED ASSESSMENT CRITERIA 
    1. Demonstrate the following skills:
  • Strategy formulation
  • Design sites and integrate with IT technology
  • Manage people on a strategic level
  • Manage projects
  • Financial management
  • Manage advanced customer relations
  • Conduct contact centre audits

    Identify and describe ethical and professional standards.
    Apply business models, processes and measurement mechanisms.

    2. Demonstrate ability to investigate a problem within the industry.

    Integrated assessment:

    Continuous evaluation of mastery of theoretical/academic components of learning simulation exercises. 
    		•

    ARTICULATION OPTIONS 
    Magister Technologiae: Contact Centre Management 

    MODERATION OPTIONS 
    As required by SERTEC 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    As required by SERTEC 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this qualification was Reregistered in 2006; 2009; 2012; 2015. 

    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.