Process Telephone Calls - SAQA ID 14348

• The unit standard is: PROCESS INCOMING & OUTGOING TELEPHONE CALLS (14348)
• Assessed learner: Sibongile Mambela
• Organisation: Genicom
• Assessment date: 1 Nov 2016

Index of Assessment Process

• Instructions to Assessor is on page 2
• Organisational Requirements is on page 5
• Unit Standard – SAQA ID 14348 – Process Incoming & Outgoing calls is on page 7
• Assessment Plan is on page 11
• Preparation Checklist is on page 12
• Assessment Guide is on page 13
• Learner Evidence Assignment 1: Questionnaire is on page 23
• Feedback Report is on page 24

Instructions to Assessors

• The assessment awards credits on the NQF
• Learners should be able to employ telephone techniques, answer telephones according to standards, and process both incoming and outgoing calls as required
• The unit standard is in the field of Business, Commerce and management studies
• The sub-field is Office administration
• Unit standard number: 14348
• Level: 2
• Credits: 3
• Learners must demonstrate competence in numeracy & literacy at NQF level 1 or equivalent.
• Assessment methods: Observation, Product Sampling, Written/oral questioning

Assessment Process: General

• Use the assessment guide and organisation procedures to assess learner evidence
• Use the "Additional Comments/Questions" section to note further questions on evidence
• Use the model answers as guideline for knowledge questionnaire assessment
• Provide feedback report within 5 working days

Step 1 – Planning for the Assessment

• It's important to understand all assessment requirements to prove competence
• Complete and sign the Assessment Plan
• Ensure learner comfort

Step 2 – Complete the Assessment

• Collect evidence via specified methods
• Mark knowledge questionnaire, indicating correct/incorrect answers
• Record evidence and indicate competency on assessment guide
• Additional questions may be asked to clarify points, recorded on the guide
• Complete all questions as per criteria
• Answers should be similar to model answers

Step 3 – After the Assessment

• Provide feedback detailing developmental info on activity sheets and assessment guide
• A summary overall feedback on the 'Assessment Guide' must be written
• Give feedback in a safe, undisturbed environment
• Ensure your feedback is developmental and supportuve
• Advise the learner of the credits that could be earned
• Advise the learner what action to take if they are not yet competent' rating.
• Advise the learner what action to take if they want to appeal the decision.
• Allow the Learner time to provide your feedback relevant to the process.
• Record learner feedback in the guide
• Ensure the learner countersigns guide to indicate agreement with the feedback

Assessment Documentation Required

• Assessment Plan
• Assessment Policy (incl. Appeals)
• Assessment Guide (inc. Preparation Checklist)

Step 2 – Conducting the Assessment

• Assessment Guide
• Learners Portfolio of Evidence
• Knowledge Questionnaire – Model Answers

Step 3 – After the Assessment

• Written Feedback Report

Genicom Company Telephone Procedures

Answering an Incoming Call

• Answer within 5 rings
• Use the greeting "Good morning, Genicom Speaking, how may I help you?”

Transferring a Call

• Ask the caller the nature of their call
• Ask who is calling: “May I ask who is calling?"
• Transfer the call to the correct extension
• Let the caller know who you're transferring them to

Taking a Message

• Always record in the message book:
  • Time and date of call
  • Caller's details (name, organization, contact number)
  • Details of the message
  • Your name
• Ensure all details are correct and message is passed on to correct person within 1 hour

General Telephone Etiquette

• Answer politely and quickly
• Apologise for any delays
• Always offer assistance
• Use the callers name whenever possible
• Keep a smile in your voice

Confidential Information

• Staff personal details, e.g. home address or cell number
• Company confidential information, e.g. Bank account number
• In doubt, refer the caller to Angela Allan or Helen Barnes

Emergency Procedures: Bomb Threat

1. Don't give all details of the caller
2. Phone the police – 678 9101 & give all info
3. Evacuate the premises
4. Notify Angela Allan immediately

Fire

1. Call the fire department on 123 4567
2. Activate alarm
3. Evacuate premises
4. Notify Angela Allan immediately

Injury / Medical Emergency

1. Call the company First Aider: ext 2234
2. Ask the severity of the emergency
3. Call an ambulance on 123 3452

• Other: notify Angela Allan immediately

SAQA US ID 14348

• Unit Standard Title: Process incoming and outgoing telephone calls
• Originator: SGB Administration
• Business, Commerce and Management Studies is the field
• Office Administration is the subfield
• NQF Level 02
• Credits: 3
• Registration Start Date: 2018-07-01
• Registration End Date: 2023-06-30
• Reregistered in 2012; 2015
• Learners would achieve a national qualification or are employed in SMEEs
• This standard will add value to the learner's job, or chances of finding employment
• Learners may extend their learning and practice in the business environment

Qualifying learners should be capable of:

• Employing telephone etiquette
• Answering the telephone by standards
• Processing calls according to organisation standards
• Learners need numeracy and literacy at NQF Level 1 or equivalent
• Organisational standards include: tonality, volume, pronunciation, annunciation, vocabulary, timeous response, choice of greeting and clarity
• Efficiently includes promptly, courtesy and effectively
• Screening involves ascertaining the reason for calling, identity and if the call may be transferred
• Standard practices include site operating instructions, orders, guidelines, policies, procedures and systems

Specific Outcome 1

• Employ effective telephone etiquette

Assessment criteria

• Telephone etiquette and answering procedures explained
• Factors that hinder communication process identified and explained
• Calls are handled with discretion and confidentiality
• A caller is put on hold only when not talking to them
• Callers are asked frequently if they wish to stay on the line

Specific Outcome 2 - Answer telephone according to organisational standards

Assessment criteria

• The telephone is answered promptly
• The telephone is answered by operating procedures
• Callers are greeted by requirements
• Important caller info is provided during interaction

Specific Outcome 3 - Process incoming calls according to organisational standards

Assessment criteria

• Calls are redirected as applicable
• Handling multiple lines and using holding skills
• Calls are screened as per standards
• Messages are taken and given if required

Specific Outcome 4 - Process outgoing calls according to organisational requirements

Assessment criteria

• Information for the call is obtained and ready
• Dial the proper number for outgoing call
• Clearly state the intention for the call
• Register results of the calls
• Messages should be left upon request

Embedded Knowledge

• How to process incoming and outgoing calls
• Organisational telephone system
• Telephone etiquette and methods
• Standards for handling callers
• Organisation's procedures

Identified Unit Standard CCFO

• Problems related to the processing of calls, so all calls reach goals

Unit Standard CCFO Working

• Working with others to process calls effectively

Unit Standard CCFO Organising

• Organise activities responsibly at all times

Unit Standard CCFO Collecting

• Collect, analyse, and evaluate info when processing calls

Unit Standard CCFO Communicating

• Communicate effectively to maintain image

Unit Standard CCFO Science

• Use science when processing info

Unit Standard CCFO Contributing

• Poor calls impact company image

Assessment Plan

• Unit standard/s: 14348
• Level / Credits: 2/3 credits
• Learner Name: Sibongile Mambela
• Assessor Name: Denise Smith
• Assessment Date/s: 1 July 2009
• Assessment Venue: Reception area

Evidence requirements

• Complete Questionnaire
• Product sample of messages
• Activity sheet of observations

Other Resources Required

• Organisation's Telephone Procedures
• Preparation Checklist
• Assessment Guide
• Feedback Report
• Date for Evidence Submission: 1 Nov 2016
• Date of Feedback: I Nov 2016

Preparation checklist

• Assessment details explained to candidates, including opportunity for clarification
  • The learner is set at ease
  • The purpose of assessment is discussed
  • The organisational requirements of the particular assessment at hand is discussed
  • The assessment policies and procedures are discussed
  • The assessment guide and instruments are discussed
  • Assessment details are explained
• Input from candidate on special needs and sources of evidence including RPL
• Candidates readiness for assessment is confirmed
• Other:
  • Cost and process of re-assessment has been explained
  • Time frame for assessment / re-assessment has been explained

Assessment Guide Details

• Assessor: Denise Smith
  • Genicom
  • Work Address: Unit 17, Epping Business Park, Marine Rd, Epping Industria, Cape Town
  • Work Phone: 021-5596350
  • Fax: 021-5596345/6
  • E-mail: [email protected]
• Candidates: Sibongile Mambela
  • Receptionist
  • Department: Front Office
  • Work Address: Unit 17, Epping Business Park, Marine Rd, Epping Industria, Cape Town
  • Work Phone: 021-5596350
  • Fax: 021-5596345/6
  • E-mail: [email protected]

Learner evidence includes:

• Assessment guide activity sheet
  • Learner: Sibongile Mambela
  • Assessor: Denise Smith
  • Date: 1 Nov 2016

Call 1,2 & 3

• Answers within 6 rings
• Genicom, Bongi Speaking
• "May I ask who is calling?"
• In connection with what is the call?"
  • Answers calls within 6 rings
  • Does not answer the telephone and greet callers according to company standard
  • Relevant caller info recorded
  • Uses the caller's name and transfers call correctly

Call 4 and 6

• Answers within 8 rings
• "Genicom, Bongi speaking”
• “May I ask who is calling?"
• Informs caller that Mr. "Johnson is not in and asks if they would like to leave a message
  • Answers within 5 rings
  • Does not answer the phone greeting standard
  • Relevant caller information is acquired during initial interaction
  • Does not take message according to company standard

Call 5 and 7

• Answers within 8 rings
• "Good morning, Genicom and Bongi speaking, how may I help you?"
• “May I ask who is calling?”
• În connection with what is the call?"
• Informs caller that her department does not deal with the query
• Answers call within 8 rings - not company standard
• Answers the telephone and greets callers correctly and according to standards
• Correctly re-directs call
• Does not inform caller who they are transferring the call to
• Does not thank the caller

Matrix

Key to Matrix

• O = Observation
• Q = Questioning
• PS = Product Sample
• T = Testimony from 3rd party

Evidence Quality Evaluation

• The evidence gathered is valid, relevant, current, sufficient and authentic against the listed specific outcomes

Overall Feedback

• Well done Sibongile. Declared competent