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NQF – Accredited – Process incoming and outgoing telephone calls – Level 2 – 14348


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.

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.

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.

  Modular Outline of Learning Programme

 Module One

 Employ effective telephone etiquette

  • Telephone etiquette and answering procedures are explained.
  • The factors that hinder communication process are identified and explained.
  • Calls are handled with discretion and confidentiality.
  • Caller is put on hold when not conversing directly with the caller.
  • A caller on hold is frequently consulted to establish whether he or she wishes to  remain on hold.

 Module Two

Answer telephone according to organisational standards

  • Telephone is answered promptly.
  • Telephone is answered according to standard operating procedures.
  • Caller is greeted according to organisational requirements.
  • Relevant caller information is acquired during initial interaction.

Module Three

Process incoming calls according to organisational standards

  • Call is redirected as appropriate.
  • Multiple lines and holding techniques are handled using correct technique.
  • Calls are screened as per standard operating procedures.
  • Message is taken and transmitted if required / requested according to organisational requirements.
  • Further assistance is obtained from an appropriate source, if required.

Module Four

Process outgoing calls in accordance with organisational requirements

  • Information and documentation required for the call are obtained and prepared.
  • Outgoing call is dialled using the correct number.
  • Purpose of the call is stated clearly and according to organisational procedures.
  • Resulting actions from calls are recorded.
  • Messages are left, if required / requested according to organisational requirements
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