SAQA 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: 

Master of Technology: Contact Centre Management 
SAQA QUAL ID QUALIFICATION TITLE
72481  Master 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
Master's Degree  Field 03 - Business, Commerce and Management Studies  Generic Management 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  120  Level 8 and above  Level N/A:Pre-2009 was L8+  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   2022-12-31  

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
16409  Master of Technology: Contact Centre Management  Level 8 and above  NQF Level 09  120  Complete 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Demonstrate advanced skills and in depth knowledge of Contact Centre Management and apply international and local best practices in the field of Contact Centre Management, in addition to demonstrating the ability to undertake a research project, in the broad field of Contact Centre Management, which contributes to the existing body of knowledge and addresses a particular Contact Centre Management problem. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
NQF level 7 (e.g. B Tech: Contact Centre Management or equivalent) 

RECOGNISE PREVIOUS LEARNING? 
N 

EXIT LEVEL OUTCOMES 
EXIT LEVEL:
1. The competency to:
  • Enable the student to manage contact centres on a strategic level
  • Enable the student to meet the demands of business, industry and the community regarding the vast need for contact centre management
  • Fulfil the demands of the industry for the establishment of specialist post graduate training in contact centre management

    2. Capability to undertake a research project in the contact centre management field


    SPECIFIED LEVEL:
    1. Apply the knowledge, principles, concepts and skills to:
  • Develop international strategies
  • Evaluate the contribution and role of contact centre management in an organisation
  • Monitor and control resources

    Relate professional and ethical requirements to contact centre management

    2. Apply the requisite skills and abilities to a research project in the broad field of contact centre management 
    		•

    ASSOCIATED ASSESSMENT CRITERIA 
    1. Evaluate international (CCM) strategies
  • Evaluate the contribution of contact centre management to the organisation
  • Demonstrate an understanding of ethical and professional requirements

    2. Research problems are accurately identified, formulated and analysed
  • Appropriate research methods are utilised
  • Technical and academic requirements for research projects are applied


    INTEGRATED ASSESSMENT:

    Evaluation of research dissertation by both internal and external examiners and continuous evaluation of mastery of theoretical/academic components of learning simulation exercises. 
    		•

    ARTICULATION OPTIONS 
    D Tech: 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.