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  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  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. A4 Consultancy Pty Ltd 
    2. Academy at Vaal Triangle (AVT 
    3. Academy of Training and Allied Services Pty Ltd 
    4. Acorser Corporate & Business Consulting t/a Acorser Academy 
    5. Advanced Assessments and Train 
    6. Affirmations Training 
    7. Afric Training Centre and Security Studies PTY LTD 
    8. Afrika Tikkun 
    9. All Nation Group Five Trading and Projects 
    10. Amadi Institute of Management And Technology (Pty) Ltd 
    11. Amilak Training Center 
    12. Angie Technologies 
    13. Answer The Call Skills ands En 
    14. APEXEA 
    15. ATTI (Advanced Technonogy Training Institute) 
    16. ATTI IT SOLUTIONS (Bloemfontei 
    17. ATTI Kimberley 
    18. ATTI Nelspruit Pty Ltd 
    19. Atvance Institute (Pty) Ltd 
    20. Awona Technologies cc 
    21. AWRISE 
    22. Azania Academy 
    23. Bacom Computers 
    24. Balefile Trading and Services 
    25. Basadipele Skills Development and Training 
    26. Bavelile Consultants and Training Pty Ltd 
    27. BDCE (Pty) Ltd 
    28. Bells Technical College 
    29. Blue Ora Pty Ltd 
    30. Boland College 
    31. Bonitas Unversity College 
    32. Bophelo Tota ICT Driving Academy (Pty) Ltd 
    33. Brainwave Projects 1430 cc 
    34. BYTES PEOPLE SOLUTIONS (PTY) LTD 
    35. Cape Innovation Technology Initiative 
    36. Careers IT 
    37. City College 
    38. Claas Illustration 
    39. Clean Heat Academy 
    40. College Africa Group (Pty) Ltd 
    41. COLUMBUS TECHNOLOGIES PTY LTD 
    42. Comfortable Tech 
    43. Common Vision Young Specialist Trading cc 
    44. Competence computer and business management 
    45. Compus training institution 
    46. CSL Accountants 
    47. CTU Training Solutions 
    48. CYBAX SYSTEMS 
    49. CYBER-CITY IT SOLUTIONS 
    50. DAB Health Care Centre 
    51. DC Dynamic College of Commerce 
    52. Dee's Training (Pty) Ltd 
    53. Delight Computer Training 
    54. Dibana Business Consultants 
    55. DOGOODCIRCLE 
    56. DVG Media Training 
    57. DYNAMIC DNA (PTY) LTD 
    58. Dynamic Dyvention Trading and 
    59. EAST LONDON MANAGEMENT INSTITUTE 
    60. ED-U Options Academy 
    61. Edging Forward Training and Co 
    62. EHLANZENI TVET COLLEGE 
    63. Ekasi IT Solutions Centre 
    64. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    65. Elchees Software Solutions 
    66. Embroser Solutions Pty Ltd 
    67. Epitome Villa (Pty)Ltd 
    68. Eshybrand Pty Ltd 
    69. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    70. Falcon Business Institute (Pty) Ltd 
    71. Finweb Business Consultancy 
    72. Forek Institute of Technology (Pty) Ltd 
    73. Foster-Melliar (Pty) Ltd 
    74. Four Stars Communication 
    75. Fourways Private College 
    76. Fullimput108 (Pty) Ltd 
    77. Future Africa Consulting t/a Future Africa Consulting & Training 
    78. Futurekids SA (Fochville) 
    79. Gabasega Consulting and Training Centre 
    80. Gauteng College of Engineering 
    81. GCABS 
    82. Genii Institute PTY LTD 
    83. Gijima Holdings (Pty) Ltd 
    84. Global Institute for Capacity 
    85. Godisang Development 
    86. Gold Class Group 
    87. Growth Management Consulting cc 
    88. Guest Resource Services 
    89. Gurandbuilt Management Development 
    90. HCLS HUMAN CAPITAL LEARNING SOLUTIONS 
    91. HILLCROSS BUSINESS SCHOOL (PTY 
    92. Hlanganani ICT (Pty) Ltd 
    93. Home of Compassion/Grace Ministries 
    94. HUAWEI Technologies Africa (PTY) LTD 
    95. iCollege College 
    96. Ikusasa Technology Solutions 
    97. Ikusasalethu Youth Development 
    98. iLearn Corporate Services PTY LTD 
    99. Impact Sourcing Academy - NPO 
    100. INFINITUS TRAINING SOLUTION 
    101. Information Technology Resource Centre 
    102. Ingomsotech Solutions and Trai 
    103. INSIGHTTECH COMMUNICATIONS Pty 
    104. Institutional Higher Education 
    105. intelliscient Technologies (Pty) Ltd 
    106. Isivande Projects 
    107. ISOLVE BUSINESS SOLUTIONS PTY LTD 
    108. IT Academy 
    109. IT Labs Consulting 
    110. IT-HI-Q Training (PTY) Ltd 
    111. Ithemba IT Solution 
    112. ITI 
    113. Jeppe College of Commerce and 
    114. Jonda Learning Academy 
    115. K Boneng Consulting Services P 
    116. Keep The Dream 285 
    117. Kgolo Institute 
    118. King Sabata Dalindyebo TVET College 
    119. Kingswood Academy 
    120. KMT Training and Business Solutions 
    121. KT Mobile Services 
    122. Kundani Trading 
    123. KVR Training and Business Solutions 
    124. Lamus Training Academy 
    125. Learnfast Training Solutions ( 
    126. LEPHAILA PRINTERS 
    127. Leseding Computer Systems 
    128. LETAGO DEVELOPMENT CONSULTING 
    129. LIMPOPO COMPUTER COLLEGE BK 
    130. LINKINGNOTES 
    131. Loomee Group 
    132. LUPHINDI BUSINESS SOLUTIONS 
    133. Makhophila Training 
    134. Malope IT Solutions 
    135. Mamelodi Digital Centre cc 
    136. MANAGED OUTSOURCED TECHNOLOGY SOLUTIONS PTY LTD 
    137. Mash Computer Training 
    138. Matiwane Computer Networks (Pty) Ltd 
    139. MBOWA COLLEGE PTY LTD 
    140. Mentec Group PTY LTD 
    141. Metanoia Ratings PTY LTD 
    142. Mmanape Private Technical Coll 
    143. MMELA VILLAGE TECHNOLOGIES (PT 
    144. MND Training and Projects 
    145. Mogapi Education Group 
    146. MOKALENG IT 
    147. MORTERBOARD TRAINING SOLUTIONS 
    148. Mothusi Management Consultants 
    149. Moving Ahead Development Agenc 
    150. Mpande Technologies cc 
    151. Mufuka Business and Technical 
    152. Multi Tech College 
    153. Nape Angwato Trading 
    154. NBC Technologies 
    155. NCC - Vereeniging 
    156. Nchebeko Skills Consultancy (PTY) LTD 
    157. Nemja Security and Projects Pty Ltd 
    158. New Trend Computers cc 
    159. NEWDAY UNITED NPC 
    160. Nkangala Skills Centre 
    161. Nolwazi Stem Education for The 
    162. Ntandokazi Holdings Pty Ltd 
    163. Nyankwavi Inverstment 
    164. Nyathela Business College 
    165. Olrich Home of Technology 
    166. On the Ball College Pty ltd 
    167. OPELONG BUSINESS INSTITUTE (PT 
    168. Overcomers Training College (P 
    169. Petcon Capacity Building Solut 
    170. PLATINUM PEAK CONSULTING (PTY) LTD 
    171. Polokwane Technology Institute (Pty) Ltd 
    172. Pretoria Technical College 
    173. Priha Projects Pty Ltd 
    174. Production Management Institute of Southern Africa 
    175. Progressive School of Business 
    176. Prophesy Training College (Pty) Ltd 
    177. PROSERV SA (PTY) LTD 
    178. QUALITATIVE INNOVATIVE SOLUTIONS 
    179. QUARPHIX (PTY) LTD 
    180. Rand Training College 
    181. Rasinkhu Investment (Pty) Ltd 
    182. Resisa Logistics cc 
    183. Revival Technologies and Academy 
    184. Richfield Graduate Institute of Technology Pty Ltd 
    185. Rivoni Training N Communicatio 
    186. Rofane Consulting 
    187. Rostec Technical FET College (Pty) Ltd 
    188. SA College of Technology (PTY) 
    189. Sabile Human Resources Consult 
    190. SANDM IT TRAINING (PTY) LTD 
    191. Silulo Ulutho Technologies 
    192. Sivile Housing Association RSA 
    193. Sokwanya Trading (Pty) Ltd 
    194. South Africa Advanced Skills Institute(SAAI) 
    195. South African Business and Tec 
    196. Sparrow FET Enterprises (Pty) Ltd 
    197. Spears Business and Life Couch Consulting (Pty) Ltd 
    198. Spina Consultancy 
    199. SPLS Consultants (Pty) Ltd 
    200. Star Light Consulting 
    201. SUCCESS BUILDERS INTERNATIONAL CC 
    202. Success Christian Training Cen 
    203. Supreme ICT Consultants 
    204. Synergy Transformation Solutio 
    205. Taal-Net Training Institute 
    206. Tau Ya Mariri Consulting 
    207. TBL Empowerment Hub 
    208. Tech-Com Solutions cc 
    209. Techtisa (pty) Ltd 
    210. Terry Computer Services cc 
    211. The Finishing College (Pty) Lt 
    212. THE SKILLS DEVELOPMENT CORPORA 
    213. Think Tank T2 (Pty) Ltd 
    214. Thubelihle Graduate Institute 
    215. Tinotel Communications 
    216. TIPP ACADEMY (PTY) LTD 
    217. Titan Trade Technologies 
    218. Tlou Foundation College 
    219. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    220. Tshiredo Training Academy 
    221. Tshwane College of Commerce an 
    222. Tsima Consulting Development S 
    223. TSP COLLEGE 
    224. Two Aces Learnerships 
    225. Ukwazi Academy and Corporate S 
    226. Urban Journey 
    227. Varsity Institute of Science & Technology (Pty)Ltd 
    228. Vastratech Pty) Ltd 
    229. Visionary Skill Academy 
    230. Vodacom (Pty) Ltd 
    231. VSS College (Pty) LTD 
    232. VUTHLARI MARKETING CONSULTING 
    233. Wavelengths Technology Training Institute 
    234. Wellinkwise Pty Ltd 
    235. Westrand Youth Development 
    236. Whitestone College 
    237. WORK SKILLS RESOURCES CC 
    238. Working Solution International 
    239. Xylo Trading 12 (Pty) Ltd 
    240. YAB Business Solutions (Pty)Ltd 
    241. YITRO INNOVATIONS 
    242. Yonet Training Academy 
    243. Youth Media Movement 
    244. ZA WIT (PTY) LTD 
    245. Zikode Development Trust 
    246. 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.