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: 

Monitor operations in Contact Centres 
SAQA US ID UNIT STANDARD TITLE
10332  Monitor operations in Contact Centres 
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  20 
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:
  • Updating and monitoring a customer base.
  • Implementing and maintaining operational processes.
  • Meeting service level requirements.
  • Analysing and measuring staff performance.
  • Building and maintaining staff capacity. 

  • 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. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Update and monitor a customer base. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Customer database is updated at predetermined intervals and in accordance with requirements. 

    ASSESSMENT CRITERION 2 
    2. Statistical information is analysed and interpreted regularly as per company specific requirements. 

    ASSESSMENT CRITERION 3 
    3. Customer feedback is responded to timeously and accurately as per company specific procedures. 

    ASSESSMENT CRITERION 4 
    4. Customer database mining is accurate. 

    ASSESSMENT CRITERION 5 
    5. Customer database is monitored to ensure that performance standards are met. 

    SPECIFIC OUTCOME 2 
    Implement and maintain operational processes. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All processes implemented achieve the strategic business objective. 

    ASSESSMENT CRITERION 2 
    2. All processes implemented are effective in that they achieve measurable outcomes. 

    ASSESSMENT CRITERION 3 
    3. Implementation processes are communicated accurately, clearly and timeously, to all relevant stakeholders. 

    ASSESSMENT CRITERION 4 
    4. All processes are regularly reviewed according to business requirements. 

    SPECIFIC OUTCOME 3 
    Meet service level requirements 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All service level requirements are known and understood. 

    ASSESSMENT CRITERION 2 
    2. Operational outputs are measured against company specific service level requirements. 

    ASSESSMENT CRITERION 3 
    3. Company specific service level requirements are consistently reinforced. 

    ASSESSMENT CRITERION 4 
    4. Shortfalls and/or discrepancies are identified and remedial action taken. 

    SPECIFIC OUTCOME 4 
    Analyse and measure staff performance. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Processes for staff analysis and measurement are known and understood. 

    ASSESSMENT CRITERION 2 
    2. Staff performance measurements are conducted consistently and objectively. 

    ASSESSMENT CRITERION 3 
    3. Performance shortfalls and achievements are timeously and appropriately addressed and actioned, according to company specific procedures. 

    SPECIFIC OUTCOME 5 
    Build and maintain staff capacity. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Resources are accurately and cost effectively allocated according to company specific service requirements. 

    ASSESSMENT CRITERION 2 
    2. Resource allocations are based on accurate forecasts. 

    ASSESSMENT CRITERION 3 
    3. Capacity shortfalls are identified and appropriately addressed according to company specific procedures. 


    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 comprehensive understanding of contact Centre service level requirements.
  • A general understanding of industry and company specific business requirements..
  • A general understanding of the application and understanding of key management skills: planning, leading, organising and controlling.
  • An all round understanding of database knowledge.
  • A broad understanding of performance management systems. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve performance and service level problems effectively within the operations of a Contact Centre. 

  • UNIT STANDARD CCFO WORKING 
  • Work effectively with others as a member of a team in achieving strategic objectives. 

  • UNIT STANDARD CCFO ORGANISING 
  • Manage oneself effectively in terms of acquiring and applying knowledge of the business requirements. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to staff performance and service level outcomes information. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with a range of stakeholders while monitoring operations. 

  • 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 during the monitoring of a Contact Centre. 

  • 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  21792   National Diploma: Contact Centre Management  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 


    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.
     
    NONE 



    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.