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 UNIT STANDARD THAT HAS PASSED THE END DATE:

Implement and co-ordinate campaigns within Contact Centres

SAQA US ID	UNIT STANDARD TITLE
10330	Implement and co-ordinate campaigns within Contact Centres
ORIGINATOR
SGB Marketing
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 03 - Business, Commerce and Management Studies			Marketing
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 4	NQF Level 04	10
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
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 unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner's job. This unit standard is intended to enhance the provision of intermediate level service within the Contact Centre industry.

The qualifying learner is capable of:

Planning the implementation of campaigns within Contact Centres.

Co-ordinating the implementing of campaigns within Contact Centres.

Conduct a post campaign analysis.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 2 or equivalent.
Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent.

UNIT STANDARD RANGE

Activities may include but not be limited to time, resources, profit

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Plan the implementation of campaigns within Contact Centres.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Sufficient resources are allocated appropriately as per campaign requirements.

ASSESSMENT CRITERION 2

2. A clear understanding of the campaign brief is demonstrated.

ASSESSMENT CRITERION 3

3. Relevant contingency plans are provided for.

ASSESSMENT CRITERION 4

4. Sufficient time is allocated as per campaign requirements.

ASSESSMENT CRITERION 5

5. Budget limits are complied with.

ASSESSMENT CRITERION RANGE

May include but not be limited to time, resources, profit.

SPECIFIC OUTCOME 2

Co-ordinate the implementation of campaigns within Contact Centres

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. All campaign activities are delegated as per plans.

ASSESSMENT CRITERION 2

2. Performance indicators are identified as per campaign brief.

ASSESSMENT CRITERION 3

3. Performance is consistently reviewed and monitored against key performance indicators.

ASSESSMENT CRITERION 4

4. Campaign performance problems are timeously identified and escalated.

ASSESSMENT CRITERION 5

5. Campaign specific information is collated according to company specific procedures.

SPECIFIC OUTCOME 3

Conduct a post campaign analysis.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Success factors are identified to requirements of campaign brief.

ASSESSMENT CRITERION 2

2. Campaign results are evaluated against success factors.

ASSESSMENT CRITERION 3

3. Results of the campaign are identified and substantiated.

ASSESSMENT CRITERION 4

4. Post campaign analyses are formatted and documented as per company requirements.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Learning programmes leading to the acquisition of these credits will be accredited by the relevant Education, Training, Quality Assurance Body (ETQA).

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

A general understanding of campaign management.

A broad all round understanding of communicating and interacting within teams and under pressure.

A general and applied understanding of key management skills - planning, leading, organising, controlling.

An applied understanding of time management skills, stress management methods and techniques.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems pertaining to the implementation and co-ordination of campaigns in Contact Centres.

UNIT STANDARD CCFO WORKING

Work with others as part of a team by participating in the co-ordination of the provision of accurate and timeous customer service during campaigns.

UNIT STANDARD CCFO ORGANISING

Organise and plan one's activities responsibly and effectively within the context of co-ordination to enhance own output.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively with a variety of stakeholders when implementing and co-ordinating campaigns in Contact Centres.

UNIT STANDARD CCFO DEMONSTRATING

Understand the world as a set of related systems where relevant product and industry specific information is provided in relation to customer requirements.

UNIT STANDARD CCFO CONTRIBUTING

In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: being culturally and aesthetically sensitive across a range of social contexts when implementing campaigns in a Contact Centre.

REREGISTRATION HISTORY

As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Elective	93996	Further Education and Training Certificate: Contact Centre Operations	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	21791	National Certificate: Contact Centre Operations	Level 4	Level TBA: Pre-2009 was L4	Passed the End Date - Status was "Reregistered"	2009-05-05	Was SERVICES until Last Date for Achievement

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

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.

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