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: 

Occupational Certificate: Contact Centre Manager 
SAQA QUAL ID QUALIFICATION TITLE
99687  Occupational Certificate: Contact Centre Manager 
ORIGINATOR
Development Quality Partner-Services SETA 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
-   OQSF - Occupational Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
Occupational Certificate  Field 11 - Services  Consumer Services 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  285  Not Applicable  NQF Level 05  Regular-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  2023-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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 purpose of this qualification is to prepare a learner to operate as a Contact Centre Manager.

A Contact Centre Manager manages and optimises quality contact centre operations and practices.

A qualified learner will be able to:
  • Manage and control the costs of a contact centre.
  • Manage and control the operational planning and achievement of operational targets.
  • Manage personnel employed in a contact centre.
  • Manage customer and supplier relations.
  • Manage and assure the achievement of contact centre quality standards.
  • Manage and control the efficiency of contact centre processes and technology.

    Rationale:
    This qualification is developed to establish the South African Contact Centre industry as a service provider of choice within a highly competitive international market. The Contact Centre Management Group (CCMG), as the South African professional association for both Contact Centre Managers and Supervisors, has actively participated as recognised industry experts in the development of this qualification. The CCMG is nationally recognised for their role in the Contact Centre industry and represents all the major role players.

    Contact Centre Managers are employed by organisations within either an Inbound or Outbound Contact Centre or as Outsourcers and users of tele-services. Persons currently employed in Operational positions, as well as persons seeking to enter the Contact Centre industry, will benefit from this qualification. It recognises the need to provide for progressive learning opportunities for Operators who enter the industry. This ensures that learners achieve competencies that will allow them to progress to operational control-related competencies and employment opportunities at the Contact Centre Management level.

    This qualification is closely related to the South African Bureau of Standards (SABS), South African National Standard for Business Process Services and Outsourcing/Offshoring Operations (BPSO). This SABS Contact Centre standard provides a quality management framework for contact centres in South Africa. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Recognition of Prior Learning (RPL):
    RPL for access to the external integrated summative assessment: Accredited providers and approved workplaces must apply the internal assessment criteria specified in the related curriculum document to establish and confirm prior learning. Accredited providers and workplaces must confirm prior learning by issuing a statement of result or certifying a work experience record.

    RPL for access to the qualification: Accredited providers and approved workplaces may recognise prior learning against the relevant access requirements.

    Entry Requirements:
  • NQF Level 4 qualification with Mathematics. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
    This qualification is made up of the following compulsory Knowledge and Practical Skill
    Modules:
    Knowledge Modules:
  • 143905000-KM-01, Introductory studies for Contact Centre Managers, Level 4, 4 Credits.
  • 143905000-KM-02, Communication, Level 4, 4 Credits.
  • 143905000-KM-03, Operational Supervision, Level 4, 4 Credits.
  • 143905000-KM-04, Operational Management, Level 5, 4 Credits.
  • 143905000-KM-05, People Management, Level 5, 6 Credits.
  • 143905000-KM-06, Industrial Relations Management, Level 5, 8 Credits.
  • 143905000-KM-07, Contact Centre Technology, Systems and Processes, Level 5, 10 Credits.
  • 143905000-KM-08, Contact Centre Quality Management, Level 5, 10 Credits.
  • 143905000-KM-09, Supplier management, Level 6, 10 Credits.
  • 143905000-KM-10, Customer management, Level 6, 10 Credits.
  • 143905000-KM-11, Financial management concepts, Level 5, 10 Credits.
    Total number of credits for Knowledge Modules: 80.

    Practical Skill Modules:
  • 143905000-PM-01, Provide budgeting services, Level 4, 4 Credits.
  • 143905000-PM-02, Read and interpret financial documents, Level 5, 8 Credits.
  • 143905000-PM-03, Maintain productive and effective work teams, Level 4, 4 Credits.
  • 143905000-PM-04, Develop operational plans and manage performance levels, Level 5, 8 Credits.
  • 143905000-PM-05, Manage service level agreements, Level 6, 8 Credits.
  • 143905000-PM-06, Supervise personnel, Level 4, 6 Credits.
  • 143905000-PM-07, Attend to personnel planning, management and control, Level 5, 8 Credits.
  • 143905000-PM-08, Attend to industrial relations management and control, Level 5, 8 Credits.
  • 143905000-PM-09, Attend to performance and training management and control, Level 5, 4 Credits.
  • 143905000-PM-10, Administer supplier service level agreements, Level 6, 6 Credits.
  • 143905000-PM-11, Attend to customer/client/supplier communication, Level 6, 8 Credits.
  • 143905000-PM-12, Assure the output of the service delivery by agents, Level 6, 8 Credits.
  • 143905000-PM-13, Evaluate MIS reports and ensure system efficiency, Level 5, 6 Credits.
  • 143905000-PM-14, Manage a customer contact process, Level 6, 8 Credits.
  • 143905000-PM-15, Manage process and technology improvement projects, Level 5, 4 Credits.
    Total number of credits for Practical Skill Modules: 98.

    This qualification also requires the following Work Experience Modules:
  • 143905000-WM-01, Attend to standard financial control procedures in a contact centre environment, Level 6, 10 Credits.
  • 143905000-WM-02, Maintain productive and effective work teams for an operational unit in a contact centre, Level 4, 12 Credits.
  • 143905000-WM-03, Attend to operational target-and standard-setting processes in a contact centre environment, Level 5, 13 Credits.
  • 143905000-WM-04, Attend to team leadership and first-line discipline for an operational unit in a contact centre at supervisory level, Level 4, 8 Credits.
  • 143905000-WM-05, Attend to personnel management processes in a contact centre environment within the delegated functions of line management, Level 5, 16 Credits.
  • 143905000-WM-06, Attend to customer and supplier relations management processes in a contact centre environment, Level 6, 16 Credits.
  • 143905000-WM-07, Assure quality standards in a contact centre environment, Level 5, 16 Credits.
  • 143905000-WM-08, Attend to process and technology efficiency management processes in a contact centre environment, Level 5, 16 Credits.
    Total number of credits for Work Experience Modules: 107. 
    		•

    EXIT LEVEL OUTCOMES 
  • Manage and control costs of a contact centre.
  • Manage and control operational planning and the achievement of operational targets.
  • Manage personnel employed in a contact centre.
  • Manage customer and supplier relations.
  • Manage and assure the achievement of contact centre quality standards.
  • Manage and control the efficiency of contact centre processes and technology. 
    		•

    ASSOCIATED ASSESSMENT CRITERIA 
    Associated Assessment Criteria for Exit Level Outcome 1:
  • Annual operational budgets are developed and aligned to business requirements and terms of service level agreements.
  • Costs are monitored and controlled within the limits set by operational budgets.
  • Financial documents are analysed for variances and reported on.
  • Budgets and financial reports are comprehensive and accurate.
  • Elements of the accounting process are explained.
  • An understanding of budgets and budgeting concepts is demonstrated.
  • An understanding of financial statements and cost management concepts is demonstrated.
  • An understanding of the control and use of financial source documents is demonstrated.
  • Management controls that have to be implemented to ensure an effective financial management system are defined and applied.
  • An understanding of costing of services is demonstrated.
  • The use of management information systems in controlling costs is demonstrated.
  • The business risks and related consequences of non-compliance with budgets and cost estimates are explained and applied for specific scenarios.

    Associated Assessment Criteria for Exit Level Outcome 2:
  • The use of service level agreements to manage stakeholder expectations and relations in a contact centre environment is demonstrated.
  • Operational objectives and targets are defined and aligned to the service level agreements and the business targets.
  • The risk management plan to address deviations from planned targets is explained and applied.
  • Operational targets are defined and aligned to targets contained in the service level agreements and the business targets.
  • Measures to address deviations from planned targets are explained and demonstrated.
  • Service level agreement deliverables are defined in terms of specific targets and aligned with operational processes.
  • Potential risks associated with service level agreements are defined and related management processes are explained and demonstrated.
  • Current performance levels are evaluated in relation to the achievement of the service level agreements deliverables.
  • Potential problem areas are identified and recommendations to amend current processes are formulated and implemented.
  • Operational requirements to meet the service level agreements are evident in operational planning.
  • Service delivery gaps are accurately defined, and practicable, cost effective recommendations are documented to address these.
  • An understanding of operational planning concepts and principles is demonstrated by planning and scheduling the delivery of operational targets.
  • Strategic planning concepts and the integration with operational planning are explained and applied.

    Associated Assessment Criteria for Exit Level Outcome 3:
  • The role of managers in organising the delivery of work is explained and good practices are applied.
  • The regulatory framework of employment legislation is explained in broad general terms
  • Leadership and management roles and applications to day-to-day practices are explained and applied.
  • Factors that impact on an effective recruitment and selection process are listed and applied.
  • Variables in the work environment that impact the performance of an individual are listed and corrective measures are applied.
  • Job descriptions are drafted that outline key deliverables and performance targets.
  • Principles that guide inter-personal relations are explained and applied.
  • Factors that impact on an effective training management process are listed and applied.
  • The basic principles of career planning are explained from a business process perspective.
  • Criteria that must be met to ensure that the required impact of a training programme is achieved and that required skills have been transferred are listed and applied.
  • Coaching and mentoring principles are described and the application of both explained and applied.
  • The procedural and substantive fairness requirements of workforce discipline are explained and applied.
  • Principles and measures that must be complied with when addressing capacity-related problems are explained and applied.
  • Effective workplace dispute resolution practices are explained and applied.
  • Workforce planning and cost controls are aligned with operational and budget specifications.

    Associated Assessment Criteria for Exit Level Outcome 4:
  • Practicable and cost effective supply management procedures are implemented.
  • Criteria for sourcing suppliers are listed and the importance of specific national priorities is reflected in the defined selection criteria.
  • The requirements and accountability of officers to ensure a transparent and ethical procurement process are explained and applied.
  • Interdependencies between elements of customer and supplier management and operational management processes are identified and applied.
  • An understanding of the risk of not adhering to supplier and customer management processes is demonstrated.
  • Business benefits to successful customer and supplier management process implementation are explained.
  • An understanding of management controls that have to be implemented to ensure an effective customer and supplier process management system are demonstrated.
  • The interpretation and application of service level agreements in a contact centre environment are demonstrated.
  • The use of service level agreements to manage regulatory liabilities and compliance are demonstrated.
  • The business risks and consequences of non-compliance with terms and conditions of service level agreements are controlled.
  • A management information system is used to generate performance reports on service level agreements, and controls are implemented to assure required performance levels.
  • A systematic and structured approach is followed to analyse data, prepare reports, formulate recommendations and deliver reports to stakeholders.
  • Customer complaints are managed in accordance with complaints escalation procedures and a resolution and tracking process framework with clear delegated authorities and time lines.
  • Customer or client satisfaction survey process are managed and trends reported and acted on to maintain service levels as well as improve services where required.
  • Stakeholder information and reporting requirements are met through structured meeting, reporting against service level agreement terms and conditions and information sharing notices.
  • Claims and invoices received and payments authorised are validated and controlled.

    Associated Assessment Criteria for Exit Level Outcome 5:
  • Quality is managed and administrated in accordance with South African Bureau of Standards (SABS) standards.
  • An understanding of benchmarking practices and auditing procedures for compliance certification is demonstrated.
  • Conformance requirements for specific standards are listed and applied.
  • An understanding of call calibration methodology, principles and practices is demonstrated.
  • Output service delivery quality is monitored, assured and reported on.
  • An understanding of internal auditing procedures on output quality standards is demonstrated.
  • An understanding of preparation practices for external audits on output quality standards is demonstrated.

    Associated Assessment Criteria for Exit Level Outcome 6:
  • Management information systems are utilised to manage data and generate reports for specific management purposes.
  • An understanding of technology requirements to effectively meet specific customer expectations and business objectives is demonstrated.
  • The application and output of technology commonly used in the contact centre environment are described and uses are motivated.
  • An understanding of measures that must be controlled to ensure optimal utilisation of technology is demonstrated.
  • Process flow diagrams that illustrate the application of technology for different business requirements are interpreted and explained.
  • Risk points and functionality tests for a specific technology depicted on a process flow diagram are identified and explained.
  • System reports are generated, analysed, corrective measures motivated, results communicated and corrective measures implemented.
  • An understanding of the constraints of specific technology in a specified customer service environment is demonstrated.
  • Customer contact processes are established and managed based on business, customer interaction, statutory and service delivery requirements.
  • An understanding of the required knowledge, systems and skills requirements to support and enhance the customer contact process is demonstrated.
  • An understanding of the impact of support processes on the effective implementation and maintenance of a customer contact process is demonstrated.
  • Potential operational and financial consequences of non-adherence to the customer. contact processes are defined and related preventative control processes implemented.
  • Communication processes to support the customer contact process are implemented.
  • An understanding of alignment of the customer interaction processes with operational and support processes, to ensure business objectives, customer requirements and performance metrics is demonstrated.
  • An understanding of various customer interaction systems including telephony and multi-media, support processes required for effective implementation and achievement of operational customer interaction is demonstrated.
  • Auditing protocols, while protecting customer confidentiality and rights, are ensured for transparency.
  • An understanding of customer interaction system data analysis and reports that provides sufficient information to support problem solving and decision-making processes is demonstrated.
  • An understanding of the principles of Risk Management and the impact of non-adherence on the operational environment is demonstrated.

    Integrated Assessment:
    Integrated Formative Assessment:
    The skills development provider will use the curriculum to guide them on the stipulated internal assessment criteria and weighting. They will also apply the scope of practical skills and applied knowledge as stipulated by the internal assessment criteria. This formative assessment leads to entrance into the integrated external summative assessment.

    Integrated Summative Assessment:
    The external summative assessment will be a knowledge assessment that allows for verbal assessments as well as an observation of the execution of practical tasks at a registered assessment site. 
    		•

    INTERNATIONAL COMPARABILITY 
    Qualifications and learning programmes for a number of countries were selected for comparative purposes. These included qualifications from the United Kingdom (UK), Australia and New Zealand.

    United Kingdom:
    The National Vocational Qualifications (NVQ) Diploma in Contact Centre Operations (600/1638/3) for senior contact centre personnel and contact centre managers registered in the UK includes the following comparable units of learning:
  • Improve organisational effectiveness and personal development in a contact centre.
  • Comply with health and safety procedures in a contact centre.
  • Manage the use of contact centre systems and technology.
  • Manage customer service delivery in a contact centre.
  • Manage direct sales activities in a contact centre.
  • Coordinate customer communication processes in a contact centre.
  • Manage team and individual performance in Contact Centre Operations.
  • Maintain customer support operations in a contact centre.
  • Manage resource planning and resource allocation in a contact centre.
  • Manage incident management systems in a contact centre.
  • Analyse the market in which your organisation operates.
  • Prepare for and support quality audits.
  • Review and re-engineer customer service processes.
  • Champion customer service.
  • Handle referred customer complaints.
  • Implement quality improvements to customer service.
  • Apply technology or other resources to improve customer service.

    New Zealand:
    Contact centre operations qualifications, culminating in a Diploma in Contact Centre Management (New Zealand Qualifications Framework (NZQF) 0974) are registered on the New Zealand Qualifications Framework.

    This diploma covers the following specific contact centre skills and knowledge:
  • Planning and allocating work to individuals in contact centres.
  • Use of contact centre technology.
  • Managing the operation of a contact centre.
  • Preparing business plan and budget for a contact centre.
  • Awareness of current contact centre technology development.

    The Diploma in Contact Centre Management includes a number of comparable learning units such as:
  • Plan and allocate work to individuals in a contact centre.
  • Demonstrate knowledge of the use of contact centre technology in managing performance.
  • Prepare business plan and budget for a contact centre.
  • Demonstrate knowledge of workflow management in a contact centre.
  • Demonstrate knowledge of technology developments relevant to contact centres.
  • Provide leadership for a team in an organisation.
  • Develop and maintain a safe and supportive working environment.
  • Demonstrate and apply knowledge of managing conflict in the workplace.

    Australia:
    The Australian Diploma of Customer Contact (BSB 50307), registered on the Australian Qualifications Framework, includes a number of comparable learning units such as:
  • Optimise customer contact operations.
  • Manage an information or knowledge management system.
  • Promote and liaise on compliance requirements, systems and related issues.
  • Identify and interpret compliance requirements.
  • Evaluate and review compliance.
  • Develop processes for the management of breaches in compliance.
  • Develop and create compliance requirements.
  • Plan and establish compliance management systems.
  • Administer customer contact telecommunications technology.
  • Gather, collate and record information.
  • Manage customer contact information.
  • Develop and maintain a service level strategy.
  • Develop and maintain a customer contact marketing strategy.
  • Forecast and plan using customer contact traffic information analysis.
  • Manage customer contact centre staffing.
  • Manage customer contact operational costs.
  • Integrate customer contact operations within the organisation.
  • Manage employee relations.
  • Manage performance management systems.
  • Configure and optimise customer contact technology.

    Conclusion:
    This qualification is comparable to selected international examples of qualifications and learning programmes.

    It is designed to meet current transformational challenges in South Africa. The progressive learning pathway created in the qualification, to allow persons to progress to Contact Centre Manager level, especially reflects this. 
    		•

    ARTICULATION OPTIONS 
    Horizontal articulation opportunities include:
  • National Diploma: Customer Management, Level 5 (ID 20908).
  • National Certificate: Generic Management, Level 5 (ID 59201).
  • National Diploma: Contact Centre Management, Level 5 (ID 21792).
  • National Certificate: N4 Business Management, Level 5 (ID 66871).

    Vertical articulation opportunities include:
  • Diploma: Business Management, Level 6 (ID 67690).
  • Diploma in Business and Information Management, Level 6 (ID 97803).
  • Advanced Certificate in Operations Management, Level 6 (ID 91993).
  • National Diploma: Operations Management, Level 6 (ID 62422). 
    		•

    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.
     
    NONE 


    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.