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 plan Contact Centre operations in a commercial environment 
SAQA US ID UNIT STANDARD TITLE
10346  Develop and plan Contact Centre operations in a commercial environment 
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  30 
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:

Developing scripts for Contact Centre prompts.
Developing a range of standard responses.
Designing a Contact Centre for optimum operations.
Researching new technologies and methodologies for Contact Cnetre operations. 

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 will include appropriate subject matters across specified industries for example:
Insurance, Banking and Retail.
This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial context and will include appropriate subject matter in the area n which the learner chooses to operate. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Develop scripts for Contact Centre prompts. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Scripts are consistent with Contact Centre specific response requirements. 

ASSESSMENT CRITERION 2 
2. Scripts provide relevant and comprehensive information. 

ASSESSMENT CRITERION 3 
3. Scripts are presented according to company specific formats and layouts. 

ASSESSMENT CRITERION 4 
4. Scripts are development with agreed timeframes. 

SPECIFIC OUTCOME 2 
Develop a range of standard responses. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Responses cover wide range of customer requirements. 

ASSESSMENT CRITERION 2 
2. Responses are articulated in a logical and sequential order. 

ASSESSMENT CRITERION 3 
3. Responses provide for alternative options and escalations. 

ASSESSMENT CRITERION 4 
4. Responses are presented in a user friendly and accessible format. 

SPECIFIC OUTCOME 3 
Design a Contact Centre for optimum operations. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Contact Centre resources are allocated to achieve optimum functionality. 

ASSESSMENT CRITERION 2 
2. Contact Centre layouts provide for optimum workflow processing and accessibility. 

ASSESSMENT CRITERION 3 
3. Contact Centre layouts comply with Occupational Health and Safety requirements. 

ASSESSMENT CRITERION 4 
4. Contact Centre teams are structured according to business needs and workflow requirements. 

ASSESSMENT CRITERION 5 
5. Contact Centre designs are ergonomically structured as per user requirements. 

SPECIFIC OUTCOME 4 
Research new technologies and methodologies for Contact Centre operations. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. New technologies are investigated, reviewed and assessed against business requirements. 

ASSESSMENT CRITERION 2 
2. Both current and new methodologies are consistently assessed and evaluated against business and client requirements. 

ASSESSMENT CRITERION 3 
3. Benchmarks regarding new technologies and methodologies are identified, documented and communicated to all relevant stakeholders. 


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 basic understanding of business and client requirements.
  • An in-depth understanding of industry specific products and requirements.
  • A basic understanding of occupational health and safety requirements.
  • A basic understanding of team building principles, methods and techniques.
  • A basic understanding of script writing methodologies.
  • A general understanding of workflow systems.
  • A general understanding of call centre ergonomics.
  • An all rounded understanding of managing Contact Centre operations in a commercial environment. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in which responses display that decisions using critical and creative thinking have been used in relation to client requirements and Contact Centre operations. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team or group within the context of designing optimum work designs. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse and critically evaluate client information in order to effect appropriate emergency services responses. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using language skills in the modes of written scripting emergency response requirements. 

    UNIT STANDARD CCFO SCIENCE 
    Use technology effectively in the design and layout of Contact Centres. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems where relevant information regarding emergency service and provision requirements and user requirements are effectively integrated. 

    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 when developing scripts for Contact Centres. 

    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
    Elective  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.