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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Guide a group of people to work together as a team in creating Contact Centre deliverables 
SAQA US ID UNIT STANDARD TITLE
10344  Guide a group of people to work together as a team in creating Contact Centre deliverables 
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 
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:
  • Communicating guidelines and procedures for Contact Centre teamwork.
  • Guiding the Contact Centre team to work together to create deliverables.
  • Enhancing working relationships with team members (team building).
  • Identifying and resolving conflict within Contact Centre teams. 

  • 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.
  • Conflict in a team will include: misunderstanding, poor communication value differences, personality clashes, resource conflicts, functional conflict, internal politics.
  • Responsibilities towards individuals and team members will include open communication, treat others with dignity, being flexible, participation, clarify issues, and use problem solving.
  • Applicable legislation governing Human Resource practice will include Labour Relations Act, Employment Equity and Health and Safety. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Communicate guidelines and procedures for Contact Centre teamwork. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Input into the development of guidelines and procedures are sought from team members and management. 

    ASSESSMENT CRITERION 2 
    2. Guidelines and procedures developed are agreed and recorded. 

    ASSESSMENT CRITERION 3 
    3. Guidelines and procedures are developed within agreed time frames and format. 

    ASSESSMENT CRITERION 4 
    4. Guidelines and procedures are communicated to all relevant individuals and teams. 

    ASSESSMENT CRITERION 5 
    5. Roles and responsibilities are defined within the team, and consolidated with stakeholders. 

    SPECIFIC OUTCOME 2 
    Guide the Contact Centre team to work together to create deliverables. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The different roles of team leaders and members are identified and explained. 

    ASSESSMENT CRITERION 2 
    2. Different personal and working styles of team members are recognised and utilised to achieve deliverables. 

    ASSESSMENT CRITERION 3 
    3. Leadership styles are used appropriately to gain maximum motivation and job satisfaction of individuals and teams. 

    ASSESSMENT CRITERION 4 
    4. Internal and external influences on individual and team performance and morale are monitored, and corrective action identified and reported to higher authority for remedial action. 

    ASSESSMENT CRITERION 5 
    5. Established procedures for interpersonal communication, counselling and conflict resolution are implemented and maintained to maintain a positive working environment. 

    ASSESSMENT CRITERION 6 
    6. Inputs and successes of individuals and teams are identified, acknowledged and where applicable due reward given. 

    SPECIFIC OUTCOME 3 
    Enhance working relationships with team members (team building). 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Open, honest, co-operative and productive relationships with individuals and teams are established and maintained. 

    ASSESSMENT CRITERION 2 
    2. Mutual trust is built with individuals and within teams. 

    ASSESSMENT CRITERION 3 
    3. Individuals and teams are involved in decision making in a way that enhances the creation of deliverables. 

    ASSESSMENT CRITERION 4 
    4. Promises and undertakings are honoured taking in account Contact Centre objectives within agreed time frames. 

    ASSESSMENT CRITERION 5 
    5. Personal, ethnic, religious and cultural differences are recognised and taken into account in team behaviour. 

    ASSESSMENT CRITERION 6 
    6. Team development life cycle is explained. 

    SPECIFIC OUTCOME 4 
    Identify and resolve conflict within Contact Centre teams. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Symptoms of interpersonal conflict are identified and root causes determined and reported to higher authority. 

    ASSESSMENT CRITERION 2 
    2.Appropriate conflict resolution methods are identified and selected and reported to higher authority. 

    ASSESSMENT CRITERION 3 
    3.Conflicts are resolved using agreed dispute resolution processes. 

    ASSESSMENT CRITERION 4 
    4.Records of conflict resolution are maintained. 


    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 
    The demonstrated understanding of:
  • An all-rounded understanding of the principles for guiding project teams to create teamwork and knowledge of team formation phases.
  • A broad understanding of the principles and techniques for building and motivating individuals and teams.
  • A general all-rounded understanding of the principles, methods and techniques for dealing with personal conflict within teams.
  • A broad understanding of communication techniques for dealing with individuals and teams.
  • A general understanding of different personal and working styles and their impact on the team's performance.
  • A basic understanding of the principles and techniques for conducting counselling sessions.
  • A general understanding of authority and power types.
  • A basic understanding of applicable legislation governing Human R practice. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems, monitoring the teams motivation and togetherness. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a Contact Centre team in creating project deliverables. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and ones activities maintaining self-discipline to enhance team spirit and bonding. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information to measure and resolve conflict. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with individuals and team members when leading, guiding and building teams. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate and understanding of the world as a set of related systems in that people working as a team enhance the successful outcome of a project. 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economical development of society at large, it must the intention underlying any programme of learning to make each individual aware of the importance of being culturally and aesthetically sensitive across a range of social contexts. 

    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.