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 maintain a diverse working environment in Contact Centres 
SAQA US ID UNIT STANDARD TITLE
10342  Develop and maintain a diverse working environment 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  18 
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 leaning 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:
  • Developing a diverse working environment in a Contact Centre.
  • Maintaining a diverse working environment in a Contact Centre. 

  • 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 
    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 
    Develop a diverse working environment in a Contact Centre. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Staff selections and placements are compliant with employment equity plans. 

    ASSESSMENT CRITERION 2 
    2. Team diversity according to company's specific requirements is ensured. 

    ASSESSMENT CRITERION 3 
    3. Diversity issues are accurately identified, confronted and challenged. 

    SPECIFIC OUTCOME 2 
    Maintain a diverse working environment in a Contact Centre. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Communication is facilitated between diverse working groups. 

    ASSESSMENT CRITERION 2 
    2. Diversity problems are accurately identified and addressed. 

    ASSESSMENT CRITERION 3 
    3. Coaching is provided for specific behaviours, which impact upon diversity. 

    ASSESSMENT CRITERION 4 
    4. Education regarding communication and behaviour within a diverse environment is consistently provided. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The relevant Education, Training, Quality Assurance Body (ETQA) will use this standard to accredit providers. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A basic understanding of the methods and techniques for facilitation.
  • An in-depth understanding of conflict handling skills.
  • A general and broad understanding of the methods and techniques for coaching.
  • A general understanding of team building principles and techniques.
  • A basic understanding of the methods and techniques for effective communication.
  • A basic understanding of interpersonal principles and techniques.
  • A basic understanding of the Labour Relations Act and relevant company policies.
  • A basic understanding of the employment equity plans and company policies. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve motivational problems and responses display that responsible decisions using critical and creative thinking have been made fairly and objectively. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team or group within a Contact Centre. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities to enhance the development and maintenance of a diverse working environment. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information pertaining to developing a diverse working environment. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all stakeholders to build and enhance a diverse working environment. 

    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 in order to create a diverse working environment. 

    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.