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: 

Demonstrate an understanding of Contact Centre and BPO working practices 
SAQA US ID UNIT STANDARD TITLE
377420  Demonstrate an understanding of Contact Centre and BPO working practices 
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 
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 
The aim of this unit standard is to equip learners with knowledge and skills to develop and improve customer relationships and the delivery of successful, good customer service while operating in a Contact Centre and BPO environment. 

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 
    Identify and describe organisational practices in own context within a Contact Centre and/or BPO environment. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Different types of Contact Centre and BPOs are described with examples. 
    ASSESSMENT CRITERION RANGE 
    Different types include but are not limited to inbound, outbound, telesales, emergency and debt collection.
     

    ASSESSMENT CRITERION 2 
    Organisational aims and objectives of a Contact Centre and BPO are explained in own context in terms of implications for self, customer and employer. 

    ASSESSMENT CRITERION 3 
    A Service Level Agreement (SLA) is explained in terms of its purpose in a Contact Centre and BPO environment. 

    ASSESSMENT CRITERION 4 
    Guidelines regulating the operations of a Contact Centre and BPO are explained in own work context. 
    ASSESSMENT CRITERION RANGE 
    Guidelines include but are not limited to organisational policies, processes and procedures and time management in respect of call handling.
     

    SPECIFIC OUTCOME 2 
    Provide and monitor customer interaction and service delivery. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The customer care procedures used in a Contact Centre and BPO environment are described with examples. 
    ASSESSMENT CRITERION RANGE 
    Procedures include but are not limited to record keeping; authorisation process; standards of service delivery and complaints.
     

    ASSESSMENT CRITERION 2 
    Common communication techniques used in a Contact Centre and BPO environment are explained focusing on how these are adapted and applied to suit the needs of a variety of customers. 

    ASSESSMENT CRITERION 3 
    Customer needs are identified within organisational specified timeframes through questioning and active listening techniques. 

    ASSESSMENT CRITERION 4 
    Techniques used in a Contact Centre and BPO environment to monitor customer service satisfaction/dissatisfaction are described. 

    ASSESSMENT CRITERION 5 
    Methods used to audit working practices in a Contact Centre and BPO environment are listed and described with examples. 

    ASSESSMENT CRITERION 6 
    Customer needs are responded to in accordance with industry specific responses. 

    SPECIFIC OUTCOME 3 
    Contribute to the improvement of customer service delivery. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The implications of customer satisfaction and/or dissatisfaction are explained in relation to service delivery. 
    ASSESSMENT CRITERION RANGE 
    Implications include but are not limited to costs, sales and quality of service delivery.
     

    ASSESSMENT CRITERION 2 
    Teamwork and related issues that can affect customer service delivery are explained within the context of own role within own control and outside own control. 

    ASSESSMENT CRITERION 3 
    Own performance is appraised in relation to set personal performance targets and own responsibilities and improvements that can be made are identified. 


    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:
  • Service Level Agreement (SLA).
  • Performance Management System.
  • Teamwork.
  • Communication techniques.
  • Organisational policies and procedures. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identifying and solving problems responses display that decisions using critical and creative thinking have been used to meet customer needs and expectations. 

    UNIT STANDARD CCFO ORGANISING 
    Planning, organising and managing oneself and one's activities responsibly and effectively to provide relevant information in relation to products and/or services to customers through telemarketing campaigns. 

    UNIT STANDARD CCFO COLLECTING 
    Collecting, analysing, organising and critically evaluating information to provide accurate information to customer. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicating effectively using telephone to convey relevant information to customers. 

    UNIT STANDARD CCFO SCIENCE 
    Using science and technology effectively and critically, showing responsibility towards the environment and others by using systems and technologies that provides information promptly and accurately. 

    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 



    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.