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: 

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:
  • Identifying "touch points" of customers.
  • Determining solutions in areas of customer service.
  • Actioning changes or improving areas of customer service. 
    		•

    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 
  • This standard applies to Contact Centres that are in-bound and /or out bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate.
  • Change agents including internal or external.
  • Methodical tools including group techniques, process consultation, team building, plans of action and participative management. 
    		•

    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:
  • A general and broad understanding of the areas of customer service impact in an organisation.
  • A broad understanding of methods and techniques for developing solutions to problems within a customer service arena.
  • A basic understanding of methods and techniques for managing change or improvement. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems related to the development of solutions and change to areas of customer service impact. 
    		•

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others in the pursuit of customer service excellence. 
    		•

    UNIT STANDARD CCFO ORGANISING 
  • Organise oneself and one`s activities so that alternative solutions exist, so that changes or improvements can be made to areas of customer service 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with customers when identifying customer service impact areas. 
    		•

    UNIT STANDARD CCFO SCIENCE 
  • Use science and technology to assist in the development of solutions. 
    		•

    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  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 
    Core  67229   National Diploma: Payroll Administration Services  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    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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    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.