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: 

Apply in-bound Contact Centre Operations within a commercial environment 
SAQA US ID UNIT STANDARD TITLE
10358  Apply in-bound Contact Centre Operations within a commercial environment 
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 2  NQF Level 02 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
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 Support at NQF Level 2. 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 entry level service within the Contact Centre Industry.

The qualifying learner is competent of:
  • Retrieving calls from customers.
  • Inputting subject information from customers in accordance with specific.
  • Contact Centre requirements.
  • Responding to queries from customers.
  • Providing follow up to customers requests. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Numeracy at NQF Level 1 or equivalent.
  • English, verbal and written communication at NQF Level 2 or equivalent.
  • Computer operating skills at NQF Level 2 or equivalent. 

  • UNIT STANDARD RANGE 
    This standard applies to Contact Centres that are in-bound within a commercial environment and will include appropriate subject matters across specified industries: For example Insurance, Banking, Retail, Entertainment. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Retrieve calls from customers 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Calls are retrieved timeously according to company specific timeframe requirements. 

    ASSESSMENT CRITERION 2 
    2. Calls are retrieved using company specified technology and systems accurately and effectively. 

    ASSESSMENT CRITERION 3 
    3. Calls are retrieved according to company specific procedures and methodologies. 

    SPECIFIC OUTCOME 2 
    Input subject information from customers in accordance with specific Contact Centre requirements 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The correct information for inputting purposes is identified. 

    ASSESSMENT CRITERION 2 
    2. Information is inputted accurately according to company standards. 

    ASSESSMENT CRITERION 3 
    3. Information is recorded and inputted within company specific timeframes. 

    ASSESSMENT CRITERION 4 
    4. Information captured is relevant according to the customers' requirements. 

    ASSESSMENT CRITERION 5 
    5. Information captured is consistent with company specific formats and requirements. 

    ASSESSMENT CRITERION 6 
    6. Information is verified according to company standard practices. 

    SPECIFIC OUTCOME 3 
    Respond to queries from customers 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Queries are responded to accurately. 
    ASSESSMENT CRITERION RANGE 
    Accurately defines the correct choice of action to be taken.
     

    ASSESSMENT CRITERION 2 
    2. Customers are responded to timeously according to company specific timeframes. 

    ASSESSMENT CRITERION 3 
    3. Responses comply with company defined responses and scripts. 

    ASSESSMENT CRITERION 4 
    4. Relevant information is provided. 

    SPECIFIC OUTCOME 4 
    Provide follow up to customers requests 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Follow up procedures are conducted consistently. 

    ASSESSMENT CRITERION 2 
    2. Follow up procedures are consistent with customer requirements. 

    ASSESSMENT CRITERION 3 
    3. Follow-ups are conducted timeously according to company specific timeframes. 

    ASSESSMENT CRITERION 4 
    4. Customers are informed of escalation situations and follow ups are passed onto relevant parties. 


    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 basic understanding of Contact Centre practices and procedures.
  • A general understanding of business and client requirements.
  • An in-depth understanding of industry specific products and services.
  • A general understanding of basic customer service principles.
  • An in-depth understanding of questioning and responding techniques. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve customer problems in which responses display that decisions using critical and creative thinking have been used. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team in determining follow up or escalation requirements. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse and critically evaluate relevant client information pertaining to in-bound Contact Centre operations. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with customers verbally during all interaction. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively when demonstrating the ability to utilise company specific systems and methodologies. 

    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 retrieving calls and responding to customer needs and following up customer requests. 

    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  20183   National Certificate: Banking  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  BANKSETA 
    Elective  67466   National Certificate: Contact Centre Support  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2009-05-05  As per Learning Programmes recorded against this Qual 
    Elective  71490   National Certificate: Contact Centre Support  Level 2  NQF Level 02  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  49280   National Certificate: Wholesale and Retail Distribution  Level 2  NQF Level 02  Reregistered  2023-06-30  W&RSETA 
    Elective  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Reregistered  2023-06-30  W&RSETA 


    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.
     
    1. ACADEMY BUSINESS SCHOOL 
    2. ADVANCED ASSESSMENTS AND TRAINING PTY LTD 
    3. AGB MATHE BUSINESS SERVICES 
    4. AMANDLA OBUNYE TRAINING ACADEMY PTY LTD 
    5. BDCE 
    6. BPO SKILLS ACADEMY PTY LTD 
    7. BRAINWAVE PROJECTS 707 
    8. CAMBLISH TRAINING INSTITUTE PTY LTD 
    9. Capita South Africa (Pty) Ltd 
    10. CBM TRAINING PTY LTD 
    11. CENTRAL BUSINESS ACADEMY PTY LTD 
    12. CLASS SKILLS DEVELOPMENT CONSULTANCY PTY LTD 
    13. EASA TRAINING ACADEMY 
    14. Employ and Empower Deaf (Pty) Ltd 
    15. ICOLLEGE PTY LTD 
    16. KG BUSINESS DEVELOPMENT 
    17. KNOWLEDGE QUEST PTY LTD 
    18. KVR TRAINING AND BUSINESS SOLUTIONS PTY LTD 
    19. Lesedi Tsebo Trading Pty Ltd 
    20. LFP TRAINING CONSULTANTS 
    21. LIBALELE DEVELOPMENT ENTERPRISE CC 
    22. LNR TRAINING AND DEVELOPMENT PTY LTD 
    23. MACROBERT INCORPORATED 
    24. MILZET HOLDINGS PTY LTD 
    25. MSV WEALTH MANAGEMENT 
    26. Nedbank Ltd 
    27. NTD CONSULTING CC 
    28. NUDEBT MANAGEMENT PTY LTD 
    29. ON THE BALL COLLEGE PTY LTD 
    30. Open Learning Group (Pty) Ltd 
    31. PINNACLE SKILLS EVOLUTION PTY LTD 
    32. PRODUCTION MANAGEMENT INSTITUTE OF SOUTHERN AFRICA PTY LTD 
    33. PROEXPERT TRAINING 
    34. PUISANONG INVESTMENT ENTERPRISES PTY LTD 
    35. QUALITY SOLUTIONS 
    36. QUALITY SPECIALISTS HUB 
    37. RAND INTERNATIONAL MANAGEMENT AND TRAINING CONSULTANTS PTY LTD 
    38. SA BUSINESS SCHOOL 
    39. SAKHISISIZWE PROJECTS 
    40. SELLDIRECT MARKETING PTY LTD 
    41. SESTO PTY LTD 
    42. SIGNA ACADEMY PTY LTD 
    43. SIYANQOBA SEMINARS PTY LTD 
    44. SOUTH AFRICAN NATIONAL COUNCIL FOR THE BLIND SANCB 
    45. South West Gauteng College - Krugersdorp Campus 
    46. SPECTRIUM 
    47. SSD Consultants 
    48. THE STAR FACTORY 
    49. THELIN T/A TL CONSULTING 
    50. Training Force (Pty) Ltd 
    51. Training Force (Pty) Ltd (Durban) (TP) 
    52. Transaction Capital Recoveries (Pty) Ltd 
    53. TRENTSTONE COLLEGE 
    54. TSHIREDO TRAINING ACADEMY CC 
    55. UCADEMY PTY LTD 
    56. UMFOLOZI TVET COLLEGE 
    57. VVM TELECOMS 
    58. WMD CIVILS 
    59. WNS GLOBAL SERVICES SA PTY LTD 



    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.