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:

Process incoming and outgoing telephone calls

SAQA US ID	UNIT STANDARD TITLE
7790	Process incoming and outgoing telephone calls
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 3	NQF Level 03	3
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
2026-06-30		2029-06-30

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

All those operating in a business environment must be able to use the telephone effectively. This includes individual use as well as the relaying of messages for others.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

None

UNIT STANDARD RANGE

Range statements are included with specific outcomes as necessary.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Make a decision to disclose information or not to accordance with organisational requirements.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Disclosable and non-disclosable information are classified and reasons therefore explained.

ASSESSMENT CRITERION 2

Various ways of finding telephone numbers are described according to organisational requirements.

ASSESSMENT CRITERION 3

The necessary documentation and equipment are prepared prior to making any outgoing calls.

ASSESSMENT CRITERION RANGE

The range of documentation and equipment is: Computers, writing material, notes etc.

ASSESSMENT CRITERION 4

Possible suggestions to learn the new system of a new switchboard that is being introduced into the organisation quickly to become competent are described.

SPECIFIC OUTCOME 2

Take and transfer incoming calls, as well as messages in accordance with organisational requirements.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The importance of acknowledging callers and keeping them informed of reasons for delays are explained.

ASSESSMENT CRITERION 2

The difference in the way a person answers their own private telephone and the way the switchboard is answered in terms of assisting customers are explained.

ASSESSMENT CRITERION 3

Standard telephone etiquette on answering calls, transferring calls and making calls are described.

ASSESSMENT CRITERION 4

The importance of body language in communicating with others while on a call and the reason are described.

ASSESSMENT CRITERION 5

A decision, based on a telephonic request from a customer, to help or to transfer the call to another person in the organisation is made according to standard telephone etiquette and organisational requirements, and reasons for this decision are explained.

ASSESSMENT CRITERION 6

The caller's call is transferred quickly and politely according to standard telephone etiquette and organisational requirements, to another person who may be more able to assist after probing questions were asked to determine the purpose of the call.

ASSESSMENT CRITERION 7

A detailed message for others in the organisation is taken or an offer to call the customer back is made (including whom the message is for, who called, the date and time, a short description of the call and contact details of the caller).

SPECIFIC OUTCOME 3

Describe methods for dealing with abusive callers and emergency situations in accordance with organisational requirements.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Methods for dealing with abusive callers are described.

ASSESSMENT CRITERION 2

Methods for dealing with emergency situations are described.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category.
This has been done as it was deemed necessary to ensure holistic assessment occurred.

The specific outcomes can be applied in a range of contexts.

Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

The specific outcomes are comparable to outcomes used internationally.

We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

If competencies are to be clustered in a meaningful way, then these unit standards cannot be split.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO WORKING

Work effectively with others (Specific Outcomes 9,11,15,17)

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively (Specific Outcomes 11,12,13)

REREGISTRATION HISTORY

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

UNIT STANDARD NOTES

Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated KNOWLEDGE and UNDERSTANDING" is required.

Recommendations and Exemplars for the design of:

Learning/Curriculum

Standard etiquette for use of the telephone should be covered. This can extend to etiquette for the use of cellular telephones as well.

Role-plays provide additional input that is fairly realistic

Dos and don`ts on the telephone should be covered, including body language - smiling, good posture etc. Reasons why these are important must also be dealt with.

Distinguish between how to man a switchboard and how to operated ones own phone.
Performance systems

Interaction with customers over the telephone should be monitored.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	48875	Further Education and Training Certificate: Public Relations Practice	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2009-09-09	Was SERVICES until Last Date for Achievement
Core	61597	National Certificate: General Travel	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	14122	National Diploma: Retail Travel	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2012-06-30	CATHSSETA
Core	14118	National Diploma: Wholesale Travel	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2012-06-30	CATHSSETA
Fundamental	14110	National Certificate: Accommodation Services	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Fundamental	14114	National Certificate: Dealing	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2010-01-23	Was CATHSSETA until Last Date for Achievement
Fundamental	14115	National Certificate: Fast Food Services	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Fundamental	14120	National Certificate: Gaming (Slots Operations)	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2008-09-17	Was CATHSSETA until Last Date for Achievement
Fundamental	14121	National Certificate: Gaming (Surveillance Operations)	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2008-09-17	Was CATHSSETA until Last Date for Achievement
Fundamental	14117	National Certificate: Gaming Cashiering	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2008-09-17	Was CATHSSETA until Last Date for Achievement
Fundamental	14113	National Certificate: Food and Beverage Services	Level 4	Level TBA: Pre-2009 was L4	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Fundamental	14116	National Certificate: Hospitality Reception	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2007-10-30	Was CATHSSETA until Last Date for Achievement
Fundamental	14111	National Certificate: Professional Cookery	Level 4	Level TBA: Pre-2009 was L4	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Fundamental	14123	National Diploma: Accommodation Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Fundamental	14109	National Diploma: Fast Food Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Fundamental	61596	National Diploma: Food and Beverage Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Fundamental	14112	National Diploma: Professional Cookery	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	67465	National Certificate: Business Administration Services	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-07-30	As per Learning Programmes recorded against this Qual
Elective	61595	Further Education and Training Certificate: Business Administration Services	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	23433	Further Education and Training Certificate: Micro Finance	Level 4	Level TBA: Pre-2009 was L4	Passed the End Date - Status was "Reregistered"	2023-06-30	BANKSETA

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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