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 an emergency environment 
SAQA US ID UNIT STANDARD TITLE
10347  Develop and plan Contact Centre operations in an emergency 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 I 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 a range of standard responses for emergencies
Developing relationships with emergency third parties.
Designing an emergency Contact Centre for optimum operations.
Researching new techniques and methodologies for handling emergencies. 

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 
  • Emergency services may include but not be limited to health, sagety, security, fire and any others as defined by any organisation providing emergency services,
  • This standard applies to Contact Centres that are in-bound and/or out-bound within en 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 range of standard responses for emergencies. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Responses cover a variety of emergency call situations. 

    ASSESSMENT CRITERION 2 
    2. Responses provide accurate, relevant information. 

    ASSESSMENT CRITERION 3 
    3. Responses provided are comprehensive and provide for alternative solutions or options. 

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

    SPECIFIC OUTCOME 2 
    Develop relationships with emergency third parties. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Key stakeholders and contacts are identified as relevant third parties. 

    ASSESSMENT CRITERION 2 
    2. Relationship building exercises are initiated and formalised. 

    ASSESSMENT CRITERION 3 
    3. Potential participation, contributions and inputs from third parties are determined. 

    ASSESSMENT CRITERION 4 
    4. Complementary and alternative options and solutions are investigated and verified. 

    SPECIFIC OUTCOME 3 
    Design an emergency 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 teams are structured according to emergency procedural needs and workflow requirement. 

    ASSESSMENT CRITERION 4 
    4. Contact Centre designs are ergonomically structured as per user requirement. 

    SPECIFIC OUTCOME 4 
    Research new techniques and methodologiesfor handling emergencies. 

    ASSESSMENT CRITERIA
     

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

    ASSESSMENT CRITERION 2 
    2. Both current and new methodologies are consistently assessed and evaluated against emergency 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 e 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 requirement.
  • 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 an emergency 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 requirement. 

    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 a range of standard responses. 

    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.