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: 

Process incoming and outgoing telephone calls 
SAQA US ID UNIT STANDARD TITLE
14348  Process incoming and outgoing telephone calls 
ORIGINATOR
SGB Administration 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Office Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 2  NQF Level 02 
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 
Learners will be learning towards obtaining a national qualification at level 2 or are working in an administrative environment, including SMME`s (Small, Medium and Micro Enterprises), where the acquisition of competence against this standard will add value to the learner`s job, or chances of finding employment.

Learners will be well positioned to extend their learning and practice into other areas in the business environment, or to strive towards professional standards and improved performance.

The qualifying learner is capable of:
  • Employing effective telephone etiquette
  • Answering telephone according to organisational standards
  • Processing incoming calls according to organisational standards
  • Processing incoming calls according to organisational standards 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this unit standard will have demonstrated competence in numeracy and literacy at NQF Level 1 or equivalent. 

    UNIT STANDARD RANGE 
  • Organisational standards will include tonality, volume, pronunciation, annunciation, vocabulary, timeous response, choice of greeting and clarity.
  • Efficiently will include promptly, courtesy and effectively.
  • Screening will include ascertaining reason for calling and / or if call may be redirected and the identity of the caller.
  • Standard operating procedures will include site specific operating instructions, instructions, orders, guidelines, policies, procedures and systems. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Employ effective telephone etiquette 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Telephone etiquette and answering procedures are explained. 

    ASSESSMENT CRITERION 2 
    2. The factors that hinder communication process are identified and explained. 

    ASSESSMENT CRITERION 3 
    3. Calls are handled with discretion and confidentiality. 

    ASSESSMENT CRITERION 4 
    4. Caller is put on hold when not conversing directly with the caller. 

    ASSESSMENT CRITERION 5 
    5. A caller on hold is frequently consulted to establish whether he or she wishes to remain on hold. 

    SPECIFIC OUTCOME 2 
    Answer telephone according to organisational standards 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Telephone is answered promptly. 

    ASSESSMENT CRITERION 2 
    2. Telephone is answered according to standard operating procedures. 

    ASSESSMENT CRITERION 3 
    3. Caller is greeted according to organisational requirements. 

    ASSESSMENT CRITERION 4 
    4. Relevant caller information is acquired during initial interaction. 

    SPECIFIC OUTCOME 3 
    Process incoming calls according to organisational standards 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Call is redirected as appropriate. 

    ASSESSMENT CRITERION 2 
    2. Multiple lines and holding techniques are handled using correct technique. 

    ASSESSMENT CRITERION 3 
    3. Calls are screened as per standard operating procedures. 

    ASSESSMENT CRITERION 4 
    4. Message is taken and transmitted if required / requested according to organisational requirements. 

    ASSESSMENT CRITERION 5 
    5. Further assistance is obtained from an appropriate source, if required. 

    SPECIFIC OUTCOME 4 
    Process outgoing calls in accordance with organisational requirements 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Information and documentation required for the call are obtained and prepared. 

    ASSESSMENT CRITERION 2 
    2. Outgoing call is dialed using the correct number. 

    ASSESSMENT CRITERION 3 
    3. Purpose of the call is stated clearly and according to organisational procedures. 

    ASSESSMENT CRITERION 4 
    4. Resulting actions from calls are recorded. 

    ASSESSMENT CRITERION 5 
    5. Messages are left, if required / requested according to organisational requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Accreditation and Moderation:

    The Services Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards this standard and register assessors. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Methods and techniques for processing incoming and outgoing telephone calls.
  • An understanding of the organisation`s telephone system.
  • Telephone etiquette principles, methods and techniques.
  • The organisations operational standards for handling and processing callers on the telephone.
  • The organisations standard operating procedures for handling incoming and outgoing calls. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems which are related to the processing of calls, so that, all calls reach their destination. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others within the workplace in order to process incoming and outgoing calls in the most efficient and effective way. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one`s activities responsibly and effectively at all times to ensure no interruptions to switchboard operations occur. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information during the processing of all incoming and outgoing calls. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all telephone callers to maintain or enhance company image and provide required information to callers. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically when processing caller information and incoming and outgoing calls. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Understand the world as a set of related systems in that the poor processing of telephone calls has an impact which can affect the company`s image.

    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 handling callers. 

    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  23833   National Certificate: Business Administration Services  Level 2  NQF Level 02  Reregistered  2023-06-30  SERVICES 
    Core  64652   National Certificate: Hairdressing  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2009-04-08  As per Learning Programmes recorded against this Qual 
    Core  80786   National Certificate: Home-Care Practices  Level 2  NQF Level 02  Reregistered  2023-06-30  SERVICES 
    Core  65111   National Certificate: Beauty Technology  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2011-02-16  As per Learning Programmes recorded against this Qual 
    Core  93997   National Certificate: Contact Centre and Business Process Outsourcing Support  Level 3  NQF Level 03  Reregistered  2023-07-30  As per Learning Programmes recorded against this Qual 
    Core  48887   National Certificate: Hiring Services and Support  Level 3  NQF Level 03  Reregistered  2023-06-30  SERVICES 
    Core  48513   National Certificate: Public Administration  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2006-11-16  Was PSETA until Last Date for Achievement 
    Core  57804   National Certificate: Public Administration  Level 3  NQF Level 03  Reregistered  2023-06-30  PSETA 
    Fundamental  20415   National Certificate: Conservation Resource Guardianship  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered" 
    2008-02-06  Was CATHSSETA until Last Date for Achievement 


    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.
     
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    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.