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: 

Respond to complex requirements from clients 
SAQA US ID UNIT STANDARD TITLE
13871  Respond to complex requirements from clients 
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  16 
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:
  • Sourcing information.
  • Selecting a solution.
  • Implementing a solution. 

  • 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 
    Source information 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    2.Information is sourced according to company specific procedures. 

    ASSESSMENT CRITERION 2 
    3.Confidentiality and security requirements are adhered to. 

    ASSESSMENT CRITERION 3 
    1.All relevant information is gathered and verified. 

    SPECIFIC OUTCOME 2 
    Select a solution 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Solutions are selected based on sufficient source information. 

    ASSESSMENT CRITERION 2 
    2.Escalation situations are identified and company specific procedures are correctly followed. 

    ASSESSMENT CRITERION 3 
    3.Solutions selected are appropriate and within the boundaries of service level requirements. 

    ASSESSMENT CRITERION 4 
    4.Solutions are based on meeting client needs. 

    ASSESSMENT CRITERION 5 
    5.Clients are timeously informed of a solution. 

    SPECIFIC OUTCOME 3 
    Implement a solution 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1.Clients are consistently informed throughout the problem resolution process. 

    ASSESSMENT CRITERION 2 
    2.Progress is consistently monitored and reported until final outcome is achieved. 

    ASSESSMENT CRITERION 3 
    3.Solutions are implemented according to company specific procedures and timeframes. 

    ASSESSMENT CRITERION 4 
    4.Solutions are consistent with company specific service level requirements. 


    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 
  • An in-depth understanding of applying interpersonal skills.
  • A general understanding of negotiation techniques.
  • An in-depth understanding of conflict handling and assertiveness techniques.
  • An in-depth understanding of handling difficult customers.
  • A general understanding of company confidentiality agreements and security.
  • An in-depth understanding of customer follow-up.
  • A general understanding of time management skills. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve client problems in which responses display that responsible decisions using critical and creative thinking have been made. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and activities responsibly in order to achieve client solutions and satisfactory service outcomes. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and evaluate client information in order to respond to complex requirements. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with customers and others stakeholders when implementing solutions.. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate the world as a set of related systems where the responding to complex customer requirements have an impact on the service levels achieved. 

  • 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 responding to complex customer requirements. 

  • 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 
    Elective  49598   National Diploma: Paralegal Practice  Level 5  NQF Level 05  Reregistered  2023-06-30  SAS SETA 


    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.