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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: |
Identify and manage areas of customer service impact |
SAQA US ID | UNIT STANDARD TITLE | |||
10054 | Identify and manage areas of customer service impact | |||
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 5 | Level TBA: Pre-2009 was L5 | 6 |
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 Diploma in Contact Centre Management at NQF Level 5. 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 supervision within the Contact Centre Industry.
The qualifying learner is capable of: |
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 4 or equivalent.
Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 5 or equivalent. |
UNIT STANDARD RANGE |
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Identify "touch points" of customers |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Moments of truth are identified and explained. |
ASSESSMENT CRITERION 2 |
2. Customer service impact areas of vulnerability are identified and explained. |
ASSESSMENT CRITERION 3 |
3. The characteristics of customer service are identified in terms of their quantitative nature. |
SPECIFIC OUTCOME 2 |
Determine solutions in areas of customer service |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Solutions provides for the optimal satisfaction of customer service within the constraints and priorities of the organisation. |
ASSESSMENT CRITERION 2 |
2. The solution plan provides and compares options for customer service impact areas. |
ASSESSMENT CRITERION 3 |
3. Solutions are developed in consultation with all stakeholders and authorised and approved by individuals with authority to do so. |
ASSESSMENT CRITERION 4 |
4. Solutions are developed within agreed timeframe and meet organisational specifications. |
SPECIFIC OUTCOME 3 |
Action changes or improves areas of customer service |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Changes are implemented within agreed timeframes and in format. |
ASSESSMENT CRITERION 2 |
2. Solutions are justified in terms of their feasibility and usefulness in the management of customer service. |
ASSESSMENT CRITERION 3 |
3. The role and usefulness of change agents are identified and their strengths and limitations are assessed. |
ASSESSMENT CRITERION 4 |
4. Approaches for continuous improvement are evaluated and assessed in managing the planned changes or improvements. |
ASSESSMENT CRITERION 5 |
5. Methodical tools and methods are used to facilitate the change or improvement process. |
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
The relevant Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards this unit standard. |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
A demonstrated understanding of:
|
Critical Cross-field Outcomes (CCFO): |
UNIT STANDARD CCFO IDENTIFYING |
UNIT STANDARD CCFO WORKING |
UNIT STANDARD CCFO ORGANISING |
UNIT STANDARD CCFO COMMUNICATING |
UNIT STANDARD CCFO SCIENCE |
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 managing areas of customer service impact. |
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 | |
Core | 48744 | Further Education and Training Certificate: Beauty (Nail Technology) | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2011-02-16 | Was SERVICES until Last Date for Achievement |
Core | 21792 | National Diploma: Contact Centre Management | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | SERVICES |
Core | 20908 | National Diploma: Customer Management | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | SERVICES |
Core | 21789 | National Diploma: Funeral Services Practice | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | SERVICES |
Core | 48888 | National Diploma: Hiring Operations Management | Level 5 | NQF Level 05 | Passed the End Date - Status was "Reregistered" |
2016-12-31 | SERVICES |
Core | 20904 | National Diploma: Marketing Communications | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | SERVICES |
Core | 61593 | National Diploma: Marketing Management | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | As per Learning Programmes recorded against this Qual |
Core | 20896 | National Diploma: Marketing Research | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | SERVICES |
Core | 67229 | National Diploma: Payroll Administration Services | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | SERVICES |
Core | 35926 | National Diploma: Payroll Administration Services | Level 5 | Level TBA: Pre-2009 was L5 | Passed the End Date - Status was "Reregistered" |
2009-03-31 | Was SERVICES until Last Date for Achievement |
Elective | 49086 | National Certificate: Auctioneering Management | Level 5 | Level TBA: Pre-2009 was L5 | Passed the End Date - Status was "Reregistered" |
2011-02-16 | Was SERVICES until Last Date for Achievement |
Elective | 59201 | National Certificate: Generic Management | Level 5 | Level TBA: Pre-2009 was L5 | Reregistered | 2023-06-30 | As per Learning Programmes recorded against this Qual |
Elective | 93993 | National Certificate: Labour Relations Practice | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | As per Learning Programmes recorded against this Qual |
Elective | 61594 | National Certificate: Management | Level 5 | Level TBA: Pre-2009 was L5 | Passed the End Date - Status was "Reregistered" |
2009-05-02 | As per Learning Programmes recorded against this Qual |
Elective | 62610 | National Diploma: Copywriting | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | 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. |
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3. | Afroteq Academy |
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5. | ASHCOR CONSULTING PTY LTD |
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7. | Bucks Bub Trading 5 |
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22. | KungawoBantu |
23. | Kwindla Institute of Learning and Consulting |
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35. | Peakford Management Consulting |
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39. | Propat |
40. | Prospect Plus |
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43. | Shirs Vision Compleadev |
44. | Sizani Consulting cc |
45. | The Media Workshop |
46. | Tirisano Ya Bakwena Consultants |
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48. | Toro Ya Matloga Consulting |
49. | Tsingamo Management Consultant and People development (PTY) |
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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. |