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: 

Analyse and interpret Contact Centre reports and statistical data 
SAQA US ID UNIT STANDARD TITLE
13878  Analyse and interpret Contact Centre reports and statistical data 
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 6  Level TBA: Pre-2009 was L6  12 
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:
  • Analysing Contact Centre reports.
  • Interpreting Contact Centre reports.
  • Providing recommendations. 

  • 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 
    Analyse Contact Centre reports 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Key indicators are identified in terms of company specific service level requirements. 

    ASSESSMENT CRITERION 2 
    2. An understanding of key reporting indicators is demonstrated. 

    ASSESSMENT CRITERION 3 
    3. Inconsistencies are identified and investigated. 

    ASSESSMENT CRITERION 4 
    4. Report-specific timeframes are complied with. 

    SPECIFIC OUTCOME 2 
    Interpret Contact Centre reports 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The implications of key reporting indicators are identified. 

    ASSESSMENT CRITERION 2 
    2. Relevant trends are determined. 

    ASSESSMENT CRITERION 3 
    3. Interpretations are presented according to company specific requirements. 

    ASSESSMENT CRITERION 4 
    4. Interpretations are completed within timeframes as determined by business requirements. 

    SPECIFIC OUTCOME 3 
    Provide recommendations 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All recommendations are based on sound reporting documentation. 
    ASSESSMENT CRITERION RANGE 
    Sound is determined in terms of information being valid, reliable and accurate.
     

    ASSESSMENT CRITERION 2 
    2. Recommendations are consistent with business requirements. 

    ASSESSMENT CRITERION 3 
    3. Recommendations are presented according to company specific formats and procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The relevant Education, Training, Quality Assurance (ETQA) will use this standard to accredit providers. It will be done in conjunction with the HEQC who may perform a monitoring role. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A general understanding of the techniques for analytical and presentation techniques.
  • An in-depth understanding of company specific procedures and deadlines.
  • A general understanding of key business requirements.
  • A specific understanding of the commercial activities relating to the specific industry.
  • A general understanding of Contact Centre technology. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage one's activities when planning and implementing an analysis and interpretation process. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information pertaining to reporting documentation. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively when making and providing recommendations. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively in order to report and present recommendations. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Understand the world as a set of related systems when information is analysed and interpreted against the requirements of the business context. 

    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.