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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Handle a range of customer complaints in a Contact Centre and BPO 
SAQA US ID UNIT STANDARD TITLE
377401  Handle a range of customer complaints in a Contact Centre and BPO 
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 3  NQF Level 03  10 
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 
Learners credited with this unit standard are able to apply knowledge and skills associated with handling complaints of customers in a contact centre and PBO. Learners will be equipped with skills on how to receive and record complaints and resolve complaints to meet customer's needs and expectations. The learner will be able to handle customer complaints according to organisational requirements and to the standard required.

On completion of this unit standard learners will be able to:
  • Establish customer's complaints.
  • Record customer's complaints.
  • Determine resolutions of the complaint.
  • Escalate to relevant authority within the organisation.
  • Initiate follow-up actions. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in:
  • Communication at NQF Level 2.
  • Mathematical Literacy at NQF Level 2.
  • Computer Literacy at NQF Level 2. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Establish customer's complaints. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The customer is identified in line with organisational requirements. 

    ASSESSMENT CRITERION 2 
    Questioning and active listening are used to establish the customer's details and nature of the complaint. 

    ASSESSMENT CRITERION 3 
    The circumstances and causes of the complaint are established using questioning and active listening skills. 

    ASSESSMENT CRITERION 4 
    The complaints, circumstances and details of the complaint are summarised and documented according to company regulations and requirements. 

    ASSESSMENT CRITERION 5 
    Expressions of empathy are used to allay customer's possible fears and frustrations. 

    ASSESSMENT CRITERION 6 
    Procedures for handling customer complaints are explained in terms of organisational requirements. 

    ASSESSMENT CRITERION 7 
    Methods for handling and resolving customer complaints and/or issues are described to ensure customer satisfaction according to legal, organisational and individual basis. 

    ASSESSMENT CRITERION 8 
    Methods for ensuring customer retention are explained in terms of organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Methods include but are not limited to courtesy calls and new products awareness creation.
     

    SPECIFIC OUTCOME 2 
    Record customer's complaints. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The nature and circumstances of the complaint are recorded in accordance with organisational requirements. 

    ASSESSMENT CRITERION 2 
    The reasons for clearly marking each complaint are explained in accordance to organisational requirements. 

    SPECIFIC OUTCOME 3 
    Determine resolutions of the complaint. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Possible resolutions to the complaint are determined in line with organisational work policies and procedures. 

    ASSESSMENT CRITERION 2 
    Options to resolve the complaints are weighed up in terms of their application. 

    ASSESSMENT CRITERION 3 
    The solution is applied to the customer's complaint within the agreed timeframe. 

    ASSESSMENT CRITERION 4 
    The resolution is agreed with the customer in accordance with organisational requirements. 

    ASSESSMENT CRITERION 5 
    Details of resolution are recorded and escalated to the person and/or authority within the organisation in accordance with organisational requirements. 

    ASSESSMENT CRITERION 6 
    A partnership is established between other stakeholders and the organisation, which enhances the solution of the customer's complaint. 

    SPECIFIC OUTCOME 4 
    Communicate with stakeholders. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Internal parties are notified of the complaint and its circumstances and causes. 

    ASSESSMENT CRITERION 2 
    Immediate superior is notified of the customer's complaint for further direction and action. 

    ASSESSMENT CRITERION 3 
    Contact is maintained with stakeholders to agree on the solution. 

    ASSESSMENT CRITERION 4 
    The customer is communicated with regarding the outcome and progress of the solution. 

    SPECIFIC OUTCOME 5 
    Initiate follow-up actions. 
    OUTCOME RANGE 
    Follow up actions could include but are not limited to initiating arrangements for repairs, organising an urgent product/service delivery request, crediting money, arranging for delivery of replacement product and confirmation or apologies in writing. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The reasons for initiating action in order to improve workplace processes and performance are explained. 

    ASSESSMENT CRITERION 2 
    Follow-up actions are described in accordance with organisational requirements. 

    ASSESSMENT CRITERION 3 
    Follow-up actions are recorded in accordance with organisational requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a learner or moderating the assessment of a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable the achievement of this unit standard must be accredited as a provider with the relevant ETQA.
  • Assessment and moderation of assessment will be overseen by the relevant ETQA's policies and guidelines for assessment and moderation.
  • Moderation must include both internal and external moderation of assessments at exit points of the qualification, unless ETQA policies specify otherwise. Moderation should also encompass achievement of the competence described both in individual unit standard as well as the integrated competence described in the qualification. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learners should have a knowledge and understanding of:
  • Customer needs, interests ad expectations.
  • Information recording systems.
  • Criteria to select the best option. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identifying and solving problems relating to customer complaints in a contact centre by applying effective questioning and active listening skills. 

    UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a work team to determine possible solutions to meet customer needs and expectations. 

    UNIT STANDARD CCFO ORGANISING 
    Planning, organising and managing oneself and one's activities responsibly and effectively by recording customer details, the nature and causes of the complaint including its circumstances. 

    UNIT STANDARD CCFO COLLECTING 
    Collecting, analysing, organising and critically evaluating information relating to customer complaints in accordance with organisational requirements. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicating effectively using visual, mathematical and/or language skills in the form of oral and/or written presentation of information regarding follow-up actions and the nature of a solution. 

    UNIT STANDARD CCFO SCIENCE 
    Using science and technology effectively and critically, showing responsibility towards the environment and others by capturing relevant details of the customer and recording solutions taken. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

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

    UNIT STANDARD NOTES 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  93997   National Certificate: Contact Centre and Business Process Outsourcing Support  Level 3  NQF Level 03  Reregistered  2023-07-30  As per Learning Programmes recorded against this Qual 


    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 of York Pty Ltd 
    2. BRIGHT IDEA PROJECTS 447 PTY LTD T/A MIND -THE- GAP 
    3. PRODUCTION MANAGEMENT INSTITUTE OF SOUTHERN AFRICA 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.