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: 

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
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 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:
  • Demonstrating an understanding of company specific service levels.
    Meeting and maintaining service levels. 
    		•

    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 2 or equivalent.
    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 
  • A broad understanding of Windows, Word and Excel operating systems.
  • An in-depth understanding of product and industry specific knowledge.
  • A general understanding of call centre specific service levels.
  • A basic understanding of reading and interpreting management information systems. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others in the achievement of service level requirements. 
    		•

    UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and activities responsibly and effectively in responding to and achieving service level requirements. 
    		•

    UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to the compliance of service levels. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively by demonstrating an application of the understanding of relevant service level agreements in relevant medium desired by client. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate an understanding of the world as a set of related systems by recognising the meeting and maintenance of service levels impact on the overall success of the organisation. 
    		•

    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: developing entrepreneurial opportunities while complying with service levels. 
    		•

    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  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  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  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 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Reregistered  2023-06-30  MICTS 


    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. A4 Consultancy Pty Ltd 
    2. Academy at Vaal Triangle (AVT 
    3. Academy of Training and Allied Services Pty Ltd 
    4. Academy of Training and Development 
    5. Acorser Corporate & Business Consulting t/a Acorser Academy 
    6. Advanced Assessments and Train 
    7. Affirmations Training 
    8. Afric Training Centre and Security Studies PTY LTD 
    9. Afrika Tikkun 
    10. All Nation Group Five Trading and Projects 
    11. Amadi Institute of Management And Technology (Pty) Ltd 
    12. Amilak Training Center 
    13. Angie Technologies 
    14. Answer The Call Skills ands En 
    15. APEXEA 
    16. ATTI (Advanced Technonogy Training Institute) 
    17. ATTI IT SOLUTIONS (Bloemfontei 
    18. ATTI Kimberley 
    19. ATTI Nelspruit Pty Ltd 
    20. Atvance Academy Pty Ltd 
    21. Atvance Institute (Pty) Ltd 
    22. Atvance Learning PTY LTD 
    23. Awona Technologies cc 
    24. AWRISE 
    25. Azania Academy 
    26. Bacom Computers 
    27. Balefile Trading and Services 
    28. Basadipele Skills Development and Training 
    29. Bavelile Consultants and Training Pty Ltd 
    30. BDCE (Pty) Ltd 
    31. Bells Technical College 
    32. Blue Ora Pty Ltd 
    33. Boland College 
    34. Bonitas Unversity College 
    35. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    36. Brainwave Projects 1430 cc 
    37. Bristol Training College 
    38. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    39. Cape Innovation Technology Initiative 
    40. Careers IT 
    41. City College 
    42. Claas Illustration 
    43. Clean Heat Academy 
    44. College Africa Group (Pty) Ltd 
    45. COLUMBUS TECHNOLOGIES PTY LTD 
    46. Comfortable Tech 
    47. Common Vision Young Specialist Trading cc 
    48. Competence computer and business management 
    49. Compus training institution 
    50. CSL Accountants 
    51. CTU Training Solutions 
    52. CYBAX SYSTEMS 
    53. CYBER-CITY IT SOLUTIONS 
    54. DAB Health Care Centre 
    55. DC Dynamic College of Commerce 
    56. Dee's Training (Pty) Ltd 
    57. Delight Computer Training 
    58. Dibana Business Consultants 
    59. Digital Media Arts College 
    60. Digital Paper (Pty) Ltd 
    61. DOGOODCIRCLE 
    62. DVG Media Training 
    63. DYNAMIC DNA (PTY) LTD 
    64. Dynamic Dyvention Trading and 
    65. EAST LONDON MANAGEMENT INSTITUTE 
    66. ED-U Options Academy 
    67. Edging Forward Training and Co 
    68. EHLANZENI TVET COLLEGE 
    69. Ekasi IT Solutions Centre 
    70. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    71. Elchees Software Solutions 
    72. Embroser Solutions Pty Ltd 
    73. Epitome Villa (Pty)Ltd 
    74. Eshybrand Pty Ltd 
    75. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    76. Falcon Business Institute (Pty) Ltd 
    77. Finweb Business Consultancy 
    78. Forek Institute of Technology (Pty) Ltd 
    79. Foster-Melliar (Pty) Ltd 
    80. Four Stars Communication 
    81. Fourways Private College 
    82. Fullimput108 (Pty) Ltd 
    83. Future Africa Consulting t/a Future Africa Consulting & Training 
    84. Futurekids SA (Fochville) 
    85. Gabasega Consulting and Training Centre 
    86. Gauteng College of Engineering 
    87. GCABS 
    88. Genii Institute PTY LTD 
    89. Gijima Holdings (Pty) Ltd 
    90. Global Institute for Capacity 
    91. Godisang Development 
    92. Gold Class Group 
    93. Golden Step Campus (Pty) Ltd. 
    94. Greenview Training and Development Skills Centre 
    95. Growth Management Consulting cc 
    96. Guest Resource Services 
    97. Gurandbuilt Management Development 
    98. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    99. Heartlines College 
    100. HILLCROSS BUSINESS SCHOOL (PTY 
    101. Hlanganani ICT (Pty) Ltd 
    102. Home of Compassion/Grace Ministries 
    103. HUAWEI Technologies Africa (PTY) LTD 
    104. iCollege College 
    105. Ikusasa Technology Solutions 
    106. Ikusasalethu Youth Development 
    107. iLearn Corporate Services PTY LTD 
    108. Impact Sourcing Academy - NPO 
    109. INFINITUS TRAINING SOLUTION 
    110. Information Technology Resource Centre 
    111. Ingomsotech Solutions and Trai 
    112. Initium 
    113. INSIGHTTECH COMMUNICATIONS Pty 
    114. Institutional Higher Education 
    115. intelliscient Technologies (Pty) Ltd 
    116. Isivande Projects 
    117. ISOLVE BUSINESS SOLUTIONS PTY LTD 
    118. IT Academy 
    119. IT Labs Consulting 
    120. IT-HI-Q Training (PTY) Ltd 
    121. Ithemba IT Solution 
    122. ITI 
    123. Jeppe College of Commerce and 
    124. Johannesburg Institute of Engi 
    125. Jonda Learning Academy 
    126. K Boneng Consulting Services P 
    127. Keep The Dream 285 
    128. Kgolo Institute 
    129. King Sabata Dalindyebo TVET College 
    130. Kingswood Academy 
    131. KMT Training and Business Solutions 
    132. KT Mobile Services 
    133. Kundani Trading 
    134. KVR Training and Business Solutions 
    135. Lamus Training Academy 
    136. Learnfast Training Solutions ( 
    137. LEPHAILA PRINTERS 
    138. Lephalale Business & Technical 
    139. Leseding Computer Systems 
    140. LETAGO DEVELOPMENT CONSULTING 
    141. LIMPOPO COMPUTER COLLEGE BK 
    142. LINKINGNOTES 
    143. Loomee Group 
    144. LUPHINDI BUSINESS SOLUTIONS 
    145. Makhophila Training 
    146. Malope IT Solutions 
    147. Mamelodi Digital Centre cc 
    148. MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD 
    149. Mapubo Consulting 
    150. Mash Computer Training 
    151. Matiwane Computer Networks (Pty) Ltd 
    152. MBOWA COLLEGE PTY LTD 
    153. Mentec Group PTY LTD 
    154. Metanoia Ratings PTY LTD 
    155. Mmamohule General Traders 
    156. Mmanape Private Technical Coll 
    157. MMELA VILLAGE TECHNOLOGIES (PT 
    158. MND Training and Projects 
    159. Mogapi Education Group 
    160. MOKALENG IT 
    161. MORTERBOARD TRAINING SOLUTIONS 
    162. Mothusi Management Consultants 
    163. Moving Ahead Development Agenc 
    164. Mpande Technologies cc 
    165. MSC Business College 
    166. Mufuka Business and Technical 
    167. Multi Tech College 
    168. Nape Angwato Trading 
    169. NBC Technologies 
    170. NCC - Vereeniging 
    171. Nchebeko Skills Consultancy (PTY) LTD 
    172. NCM Computer and Business Academy 
    173. Nemja Security and Projects Pty Ltd 
    174. New Trend Computers cc 
    175. NEWDAY UNITED NPC 
    176. NEWLEIGH BUSINESS COLLEGE 
    177. Nkangala Skills Centre 
    178. Nolwazi Stem Education for The 
    179. Ntandokazi Holdings Pty Ltd 
    180. Nyankwavi Inverstment 
    181. Nyathela Business College 
    182. Olrich Home of Technology 
    183. OMNIVISION INSTITUTE 
    184. On the Ball College Pty ltd 
    185. OPELONG BUSINESS INSTITUTE (PT 
    186. Overcomers Training College (P 
    187. PACE Academia College (Pty) Lt 
    188. Pelican Training (Pty) Ltd 
    189. Petcon Capacity Building Solut 
    190. PHUTHUMA TEL PTY LTD 
    191. PLATINUM PEAK CONSULTING (PTY) LTD 
    192. Polokwane Technology Institute (Pty) Ltd 
    193. Pretoria Technical College 
    194. Priha Projects Pty Ltd 
    195. Production Management Institute of Southern Africa 
    196. Progressive School of Business 
    197. Prophesy Training College (Pty) Ltd 
    198. PROSERV SA (PTY) LTD 
    199. QUALITATIVE INNOVATIVE SOLUTIONS 
    200. QUARPHIX (PTY) LTD 
    201. Rand Training College 
    202. Rasinkhu Investment (Pty) Ltd 
    203. Resisa Logistics cc 
    204. Revival Technologies and Academy 
    205. RHULLYS INNOVATIVE SKILLS TRAI 
    206. Richfield Graduate Institute of Technology Pty Ltd 
    207. Rivoni Training N Communicatio 
    208. Rofane Consulting 
    209. Rostec Technical FET College (Pty) Ltd 
    210. SA College of Technology (PTY) 
    211. Sabile Human Resources Consult 
    212. SANDM IT TRAINING (PTY) LTD 
    213. Silulo Ulutho Technologies 
    214. Sivile Housing Association RSA 
    215. SM SAFETY AND TECHNICAL LEARNI 
    216. Sokwanya Trading (Pty) Ltd 
    217. South Africa Advanced Skills Institute(SAAI) 
    218. South African Business and Tec 
    219. Sparrow FET Enterprises (Pty) Ltd 
    220. Spears Business and Life Couch Consulting (Pty) Ltd 
    221. Spina Consultancy 
    222. SPLS Consultants (Pty) Ltd 
    223. Star Light Consulting 
    224. SUCCESS BUILDERS INTERNATIONAL CC 
    225. Success Christian Training Cen 
    226. Successors Training Institute 
    227. Supreme ICT Consultants 
    228. Synergy Transformation Solutio 
    229. Taal-Net Training Institute 
    230. Tau Ya Mariri Consulting 
    231. TBL Empowerment Hub 
    232. Tech-Com Solutions cc 
    233. Techtisa (pty) Ltd 
    234. Terry Computer Services cc 
    235. The Finishing College (Pty) Lt 
    236. THE SKILLS DEVELOPMENT CORPORA 
    237. Think Tank T2 (Pty) Ltd 
    238. Thubelihle Graduate Institute 
    239. Tinotel Communications 
    240. TIPP ACADEMY (PTY) LTD 
    241. Titan Trade Technologies 
    242. Tlatlana Trading (PTY) LTD 
    243. Tlou Foundation College 
    244. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    245. Triple Desire Trading & Projects 43 
    246. Tshiredo Training Academy 
    247. Tshwane College of Commerce an 
    248. Tsima Consulting Development S 
    249. TSP COLLEGE 
    250. Two Aces Learnerships 
    251. Ukwazi Academy and Corporate S 
    252. Urban Journey 
    253. Varsity Institute of Science & Technology (Pty)Ltd 
    254. Vastratech Pty) Ltd 
    255. Visionary Skill Academy 
    256. Vodacom (Pty) Ltd 
    257. VSS College (Pty) LTD 
    258. VUTHLARI MARKETING CONSULTING 
    259. Wavelengths Technology Training Institute 
    260. Wellinkwise Pty Ltd 
    261. Westrand Youth Development 
    262. Whitestone College 
    263. WORK SKILLS RESOURCES CC 
    264. Working Solution International 
    265. Xylo Trading 12 (Pty) Ltd 
    266. YAB Business Solutions (Pty)Ltd 
    267. YITRO INNOVATIONS 
    268. Yonet Training Academy 
    269. Youth Media Movement 
    270. ZA WIT (PTY) LTD 
    271. Zikode Development Trust 
    272. ZJ Africa Learn 


    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.