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: 

Develop and implement rewards and incentive strategies in Contact Centres 
SAQA US ID UNIT STANDARD TITLE
10341  Develop and implement rewards and incentive strategies 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  12 
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:
  • Identifying target motivational areas.
  • Planning and implementing motivational strategies.
  • Measuring the impact of motivational strategies. 

  • 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 4 or equivalent. 

  • UNIT STANDARD RANGE 
  • Variety of motivational strategies is identified as a minimum of 3 alternative strategies.
  • 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 
    Identify target motivational areas. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Motivational areas are targeted according to company specific needs. 

    ASSESSMENT CRITERION 2 
    2. Motivational areas are identified through an analysis. 

    ASSESSMENT CRITERION 3 
    3. Motivational requirements are linked to business objectives. 

    SPECIFIC OUTCOME 2 
    Plan and implement motivational strategies. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Motivational strategies are prioritised according to key business objectives. 

    ASSESSMENT CRITERION 2 
    2. Motivational strategies are determined according to achievement of key business objectives and targets. 

    ASSESSMENT CRITERION 3 
    3. A variety of motivational strategies are planned and implemented. 
    ASSESSMENT CRITERION RANGE 
    Variety is a minimum of 3 alternative strategies.
     

    ASSESSMENT CRITERION 4 
    4. Deliverables, deadlines and resources are accurately scheduled. 

    SPECIFIC OUTCOME 3 
    Measure the impact of motivational strategies. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Relevant company specific tools are used to measure motivational impact. 

    ASSESSMENT CRITERION 2 
    2. Impact is measured against pre-determined criteria. 

    ASSESSMENT CRITERION 3 
    3. Motivational strategies achieve the intended objectives. 


    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 general understanding knowledge of assessment skills in a call centre.
  • A general understanding of management skills: Planning, leading, organising and controlling.
  • A general and broad understanding of basic business and industry specific requirements.
    A comprehensive understanding of call centre specific benchmarks - local and international. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve motivational problems and respond creatively within industry norms. 

  • UNIT STANDARD CCFO WORKING 
  • Work effectively within a team context of consistently applied motivational strategies. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise oneself responsibly with regard to effective planning and implementation of motivational strategies as well as influencing motivational levels. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with all stakeholders involved in development and implementation of incentive strategies. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate an understanding of the world as a set of related systems in that motivational strategies are based on meeting a variety of learner needs. 

  • 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 pertaining to motivational strategies. 

  • 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.