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: 

Conduct a customer needs analysis for Contact Centres 
SAQA US ID UNIT STANDARD TITLE
10333  Conduct a customer needs analysis for 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  14 
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:
  • Gathering and processing data
  • Analysing information in accordance with Contact Centre requirements
  • Interpreting and reporting on information 

  • 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 
    Gather and process data. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The information gathered is valid, current and relevant to the defined objectives. 

    ASSESSMENT CRITERION 2 
    2. The sample base is statistically valid. 

    ASSESSMENT CRITERION 3 
    3. The methodology used is appropriate to defined objectives. 

    ASSESSMENT CRITERION 4 
    4. The source of information is credible and relevant. 

    ASSESSMENT CRITERION 5 
    5. The information is gathered timeously and within resource restraints. 

    SPECIFIC OUTCOME 2 
    Analyse information in accordance with Contact Centre requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The analysis tools are selected for their relevance to the defined objectives. 

    ASSESSMENT CRITERION 2 
    2. The data is validated and tested for accuracy using appropriate tools. 

    ASSESSMENT CRITERION 3 
    3. The methods and processes that are used to evaluate data ensures appropriate. conclusions are reached. 

    ASSESSMENT CRITERION 4 
    4. The analysis is completed within the agreed timeframes and resources. 

    ASSESSMENT CRITERION 5 
    5. The data is presented for interpretation based on defined objectives. 

    SPECIFIC OUTCOME 3 
    Interpret and report on information. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Key issues are identified for integration into the Contact Centre strategic plan. 

    ASSESSMENT CRITERION 2 
    2. Information is interpreted in a way that demonstrates objectivity. 

    ASSESSMENT CRITERION 3 
    3. The report is presented within agreed timeframes and required format. 


    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 data analysis requirements.
  • A general understanding of the Contact Centres procedures, methods and processes for recording and reporting data.
  • A broad understanding of the principles, methods and techniques for gathering and interpreting data.
  • 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 basic understanding of strategic insights. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems pertaining to the gathering and interpreting data in a Contact Centre. 

  • UNIT STANDARD CCFO WORKING 
  • Work effectively with others during the gathering if data for Contact Centres. 

  • UNIT STANDARD CCFO ORGANISING 
  • Manage oneself effectively in terms of using the appropriate tools available for gathering and processing data. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to conducting a customer needs analysis. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with a range of stakeholders while gathering, and reporting on data. 

  • 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 while gathering, interpreting and reporting data. 

  • 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.