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 THAT HAS PASSED THE END DATE: 

Comply with service levels as set out in a Contact Centre Operation 
SAQA US ID UNIT STANDARD TITLE
10313  Comply with service levels as set out in a Contact Centre Operation 
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 4  NQF Level 04  10 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "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 Certificate in Contact Centre Operations NQF Level 4. 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 intermediate level service within the Contact Centre industry.


The qualifying learner is capable of:
  • Demonstrating an understanding of company specific service levels.
    Meeting and maintaining service levels. 
    		•

    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 2 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 
    Demonstrate an understanding of company specific service levels. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. All relevant service levels are explained. 

    ASSESSMENT CRITERION 2 
    2. The purpose of service levels is described and explained. 

    ASSESSMENT CRITERION 3 
    3. The requirements of all relevant service levels are listed, described and
    explained. 
    ASSESSMENT CRITERION RANGE 
    Service levels include but are not limited to management, information systems, information on systems and wall boards, sign on time, abandoned rate etc., shift changes.
     

    SPECIFIC OUTCOME 2 
    Meet and maintain service levels. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Relevant company specific levels are implemented. 

    ASSESSMENT CRITERION 2 
    2. Implementation processes are monitored to ensure compliance. 

    ASSESSMENT CRITERION 3 
    3. Service level timeframes and targets are consistently met as per company specific requirements. 

    ASSESSMENT CRITERION 4 
    4. Potential constraints in meeting and maintaining service levels are identified
    and evaluated. 


    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 broad understanding of Windows, Word and Excel operating systems.
  • An in-depth understanding of product and industry specific knowledge.
  • A general understanding of call centre specific service levels.
  • A basic understanding of reading and interpreting management information systems. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work effectively with others in the achievement of service level requirements. 
    		•

    UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and activities responsibly and effectively in responding to and achieving service level requirements. 
    		•

    UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse, organise and critically evaluate information pertaining to the compliance of service levels. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively by demonstrating an application of the understanding of relevant service level agreements in relevant medium desired by client. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
  • Demonstrate an understanding of the world as a set of related systems by recognising the meeting and maintenance of service levels impact on the overall success of the organisation. 
    		•

    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: developing entrepreneurial opportunities while complying with service levels. 
    		•

    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  93996   Further Education and Training Certificate: Contact Centre Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  78964   Further Education and Training Certificate: Information Technology: Technical Support  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 
    Core  21791   National Certificate: Contact Centre Operations  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2009-05-05  Was SERVICES until Last Date for Achievement 
    Core  24293   National Certificate: Information Technology: Technical Support  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2010-01-23  Was MICTS until Last Date for Achievement 
    Elective  78965   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 
    Elective  24294   Further Education and Training Certificate: Information Technology: Systems Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2010-01-23  Was MICTS 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.
     
    1. Academy at Vaal Triangle (AVT 
    2. Acorser Corporate & Business Consulting t/a Acorser Academy 
    3. Affirmations Training 
    4. Africa Learn (Pty) Ltd 
    5. Afrika Tikkun NCC 
    6. All Nation Group Five Trading and Projects 
    7. Amadi Institute of Management And Technology (Pty) Ltd 
    8. Amilak Training Center 
    9. Angie Technologies 
    10. Answer The Call Skills and Entrepreneurship 
    11. ATTI IT SOLUTIONS (Bloemfontei 
    12. ATTI Nelspruit Pty Ltd 
    13. Atvance Institute (Pty) Ltd 
    14. Balefile Trading and Services 
    15. Basadipele Skills Development and Training 
    16. Bells Technical College 
    17. Brainwave Projects 1430 cc 
    18. Careers IT 
    19. Claas Illustration 
    20. Clean Heat Academy 
    21. College Africa Group (Pty) Ltd 
    22. Columbus Consulting Pty Ltd 
    23. Common Vision Young Specialist Trading cc 
    24. CSL Accountants 
    25. CTU Training Solutions 
    26. CYBAX SYSTEMS 
    27. CYBER-CITY IT SOLUTIONS 
    28. Dee's Training (Pty) Ltd 
    29. Delight Computer Training 
    30. EAST LONDON MANAGEMENT INSTITUTE 
    31. ED-U Options Academy 
    32. Ekasi IT Solutions Centre 
    33. Ekurhuleni Artisans and Skills Training Centre Pty Ltd 
    34. Elchees Software Solutions 
    35. Epitome Villa (Pty)Ltd 
    36. Eshybrand Pty Ltd 
    37. EYETHU NATIONAL COMPUTER COLLEGE PTY LTD 
    38. Finweb Business Consultancy 
    39. Foster-Melliar (Pty) Ltd 
    40. Fourways Private College 
    41. Futurekids SA (Fochville) 
    42. Genii Institute PTY LTD 
    43. Global Institute for Capacity 
    44. Growth Management Consulting cc 
    45. Gurandbuilt Management Development 
    46. HILLCROSS BUSINESS SCHOOL (PTY 
    47. Hlanganani ICT (Pty) Ltd 
    48. Home of Compassion/Grace Ministries 
    49. HUAWEI Technologies Africa (PTY) LTD 
    50. iCollege College 
    51. Ikusasa Technology Solutions 
    52. Ikusasalethu Youth Development Project NPC 
    53. iLearn Corporate Services PTY LTD 
    54. Information Technology Resource Centre 
    55. IT Academy 
    56. IT-HI-Q Training (PTY) Ltd 
    57. Jeppe College of Commerce and 
    58. K Boneng Consulting Services P 
    59. Keep The Dream 285 
    60. King Sabata Dalindyebo TVET College 
    61. KT Mobile Services 
    62. Kundani Trading 
    63. Leseding Computer Systems 
    64. LETAGO DEVELOPMENT CONSULTING 
    65. LIMPOPO COMPUTER COLLEGE BK 
    66. Loomee Group 
    67. Makhophila Training 
    68. Malope It Solutions (Pty) Ltd 
    69. Mash Computer Training 
    70. MBOWA COLLEGE PTY LTD 
    71. Metanoia Ratings PTY LTD 
    72. MMELA VILLAGE TECHNOLOGIES (PT 
    73. MND Training and Projects 
    74. Mogapi Education Group (Pty) Ltd 
    75. MORTERBOARD TRAINING SOLUTIONS 
    76. Moving Ahead Development Agenc 
    77. Mpande Technologies cc 
    78. Mufuka Business and Technical 
    79. NBC Technologies 
    80. NCC - Vereeniging 
    81. Nolwazi Stem Education for The 
    82. Ntandokazi Holdings Pty Ltd 
    83. Nyankwavi Inverstment 
    84. Nyathela Business College 
    85. Olrich Home of Technology 
    86. On the Ball College Pty ltd 
    87. OPELONG BUSINESS INSTITUTE (PT 
    88. Polokwane Technology Institute (Pty) Ltd 
    89. Pretoria Technical College 
    90. Priha Projects Pty Ltd 
    91. Progressive School of Business 
    92. Prophesy Training College (Pty) Ltd 
    93. QUALITATIVE INNOVATIVE SOLUTIONS 
    94. QUARPHIX (PTY) LTD 
    95. Rand Training College 
    96. Richfield Graduate Institute of Technology Pty Ltd 
    97. Rostec Technical FET College (Pty) Ltd 
    98. Sabile Human Resources Consult 
    99. SANDM IT TRAINING (PTY) LTD 
    100. Silulo Ulutho Technologies 
    101. Spears Business and Life Couch Consulting (Pty) Ltd 
    102. Spina Consultancy 
    103. SPLS Consultants (Pty) Ltd 
    104. SUCCESS BUILDERS INTERNATIONAL CC 
    105. Success Christian Training Cen 
    106. SUPREME ICT CONSULTANTS 
    107. Tech-Com Solutions cc 
    108. Techtisa (pty) Ltd 
    109. Terry Computer Services cc 
    110. The Finishing College (Pty) Lt 
    111. THE SKILLS DEVELOPMENT CORPORA 
    112. Think Tank T2 (Pty) Ltd 
    113. Titan Trade Technologies 
    114. Tlou Foundation College 
    115. TORQUE TECHNICAL COMPUTER TRAINING PTY LTD 
    116. Tshwane College of Commerce an 
    117. Tsima Consulting Development S 
    118. TSP COLLEGE 
    119. Ukwazi Academy and Corporate S 
    120. Varsity Institute of Science & Technology (Pty)Ltd 
    121. Visionary Skill Academy 
    122. VSS College (Pty) LTD 
    123. Vukani Solutions 
    124. VUTHLARI MARKETING CONSULTING 
    125. Wellinkwise Pty Ltd 
    126. Whitestone College 
    127. WORK SKILLS RESOURCES CC 
    128. Working Solution International 
    129. Xylo Trading 12 (Pty) Ltd 
    130. YITRO INNOVATIONS 
    131. Yonet Training Academy 
    132. Youth Media Movement 
    133. ZA WIT (PTY) LTD 
    134. Zikode Development Trust 


    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.