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: |
Comply with service levels as set out in a Contact Centre Operation |
SAQA US ID | UNIT STANDARD TITLE | |||
10313 | Comply with service levels as set out in a Contact Centre Operation | |||
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 4 | NQF Level 04 | 10 |
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 |
This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. 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 intermediate level service within the Contact Centre industry.
The qualifying learner is capable of: Meeting and maintaining service levels. |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 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. |
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Demonstrate an understanding of company specific service levels. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. All relevant service levels are explained. |
ASSESSMENT CRITERION 2 |
2. The purpose of service levels is described and explained. |
ASSESSMENT CRITERION 3 |
3. The requirements of all relevant service levels are listed, described and
explained. |
ASSESSMENT CRITERION RANGE |
Service levels include but are not limited to management, information systems, information on systems and wall boards, sign on time, abandoned rate etc., shift changes. |
SPECIFIC OUTCOME 2 |
Meet and maintain service levels. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Relevant company specific levels are implemented. |
ASSESSMENT CRITERION 2 |
2. Implementation processes are monitored to ensure compliance. |
ASSESSMENT CRITERION 3 |
3. Service level timeframes and targets are consistently met as per company specific requirements. |
ASSESSMENT CRITERION 4 |
4. Potential constraints in meeting and maintaining service levels are identified
and evaluated. |
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
Learning programmes leading to the acquisition of these credits will be accredited by the relevant Education, Training, Quality Assurance Body (ETQA). |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
Critical Cross-field Outcomes (CCFO): |
UNIT STANDARD CCFO WORKING |
UNIT STANDARD CCFO ORGANISING |
UNIT STANDARD CCFO COLLECTING |
UNIT STANDARD CCFO COMMUNICATING |
UNIT STANDARD CCFO DEMONSTRATING |
UNIT STANDARD CCFO CONTRIBUTING |
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 | 93996 | Further Education and Training Certificate: Contact Centre Operations | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | As per Learning Programmes recorded against this Qual |
Core | 78964 | Further Education and Training Certificate: Information Technology: Technical Support | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | MICTS |
Core | 21791 | National Certificate: Contact Centre Operations | Level 4 | Level TBA: Pre-2009 was L4 | Passed the End Date - Status was "Reregistered" |
2009-05-05 | Was SERVICES until Last Date for Achievement |
Core | 24293 | National Certificate: Information Technology: Technical Support | Level 4 | Level TBA: Pre-2009 was L4 | Passed the End Date - Status was "Reregistered" |
2010-01-23 | Was MICTS until Last Date for Achievement |
Elective | 78965 | Further Education and Training Certificate: Information Technology: Systems Development | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2023-06-30 | MICTS |
Elective | 24294 | Further Education and Training Certificate: Information Technology: Systems Development | Level 4 | NQF Level 04 | Passed the End Date - Status was "Reregistered" |
2010-01-23 | Was MICTS until Last Date for Achievement |
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 at Vaal Triangle (AVT |
2. | Affirmations Training |
3. | Africa Learn (Pty) Ltd |
4. | Afrika Tikkun NCC |
5. | Amilak Training Center |
6. | Atvance Institute (Pty) Ltd |
7. | Balefile Trading and Services |
8. | Basadipele Skills Development and Training |
9. | Bells Technical College |
10. | Brainwave Projects 1430 cc |
11. | Careers IT |
12. | Clean Heat Academy |
13. | College Africa Group (Pty) Ltd |
14. | Columbus Consulting Pty Ltd |
15. | Common Vision Young Specialist Trading cc |
16. | CSL Accountants |
17. | Dee's Training (Pty) Ltd |
18. | Delight Computer Training |
19. | EAST LONDON MANAGEMENT INSTITUTE |
20. | ED-U Options Academy |
21. | Ekasi IT Solutions Centre |
22. | Ekurhuleni Artisans and Skills Training Centre Pty Ltd |
23. | Elchees Software Solutions |
24. | Epitome Villa (Pty)Ltd |
25. | Eshybrand Pty Ltd |
26. | EYETHU NATIONAL COMPUTER COLLEGE PTY LTD |
27. | Finweb Business Consultancy |
28. | Foster-Melliar (Pty) Ltd |
29. | Fourways Private College |
30. | Futurekids SA (Fochville) |
31. | Global Institute for Capacity |
32. | HILLCROSS BUSINESS SCHOOL (PTY |
33. | Hlanganani ICT (Pty) Ltd |
34. | Home of Compassion/Grace Ministries |
35. | Ikusasalethu Youth Development Project NPC |
36. | iLearn Corporate Services PTY LTD |
37. | Information Technology Resource Centre |
38. | IT Academy |
39. | IT-HI-Q Training (PTY) Ltd |
40. | Jeppe College of Commerce and |
41. | K Boneng Consulting Services P |
42. | KT Mobile Services |
43. | LETAGO DEVELOPMENT CONSULTING |
44. | LIMPOPO COMPUTER COLLEGE BK |
45. | Loomee Group |
46. | Makhophila Training |
47. | Malope It Solutions (Pty) Ltd |
48. | Mash Computer Training |
49. | MBOWA COLLEGE PTY LTD |
50. | Metanoia Ratings PTY LTD |
51. | MMELA VILLAGE TECHNOLOGIES (PT |
52. | Mogapi Education Group (Pty) Ltd |
53. | Moving Ahead Development Agenc |
54. | Mpande Technologies cc |
55. | Mufuka Business and Technical |
56. | NBC Technologies |
57. | NCC - Vereeniging |
58. | Nolwazi Stem Education for The |
59. | Ntandokazi Holdings Pty Ltd |
60. | Nyathela Business College |
61. | Olrich Home of Technology |
62. | On the Ball College Pty ltd |
63. | OPELONG BUSINESS INSTITUTE (PT |
64. | Polokwane Technology Institute (Pty) Ltd |
65. | Pretoria Technical College |
66. | Priha Projects Pty Ltd |
67. | Progressive School of Business |
68. | Prophesy Training College (Pty) Ltd |
69. | QUALITATIVE INNOVATIVE SOLUTIONS |
70. | QUARPHIX (PTY) LTD |
71. | Richfield Graduate Institute of Technology Pty Ltd |
72. | Rostec Technical FET College (Pty) Ltd |
73. | Sabile Human Resources Consult |
74. | SANDM IT TRAINING (PTY) LTD |
75. | Silulo Ulutho Technologies |
76. | Spears Business and Life Couch Consulting (Pty) Ltd |
77. | Spina Consultancy |
78. | SPLS Consultants (Pty) Ltd |
79. | SUCCESS BUILDERS INTERNATIONAL CC |
80. | SUPREME ICT CONSULTANTS |
81. | Techtisa (pty) Ltd |
82. | Terry Computer Services cc |
83. | The Finishing College (Pty) Lt |
84. | Think Tank T2 (Pty) Ltd |
85. | Titan Trade Technologies |
86. | Tlou Foundation College |
87. | TORQUE TECHNICAL COMPUTER TRAINING PTY LTD |
88. | TSP COLLEGE |
89. | Ukwazi Academy and Corporate S |
90. | Varsity Institute of Science & Technology (Pty)Ltd |
91. | Visionary Skill Academy |
92. | VSS College (Pty) LTD |
93. | Vukani Solutions |
94. | VUTHLARI MARKETING CONSULTING |
95. | Wellinkwise Pty Ltd |
96. | Whitestone College |
97. | Xylo Trading 12 (Pty) Ltd |
98. | YITRO INNOVATIONS |
99. | Yonet Training Academy |
100. | ZA WIT (PTY) LTD |
101. | Zikode Development Trust |
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. |