Meet performance standards within a Contact Centre
COURSE PURPOSE This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact …
Overview
COURSE PURPOSE
This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. 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 entry level service within the Contact Centre Industry.
WHAT YOU’LL LEARN
Good morning. The qualifying learner is proficient in using a computerised system, effectively responding to calls or other forms of communication, whether inbound or outbound, and diligently following up on customer queries.
Curriculum
Curriculum
- 3 Sections
- 14 Lessons
- 1 Day
- Unit 1: Use a computerised system5
- 1.1Relevant data is input accurately into specific Contact Centre packages
- 1.2Data is retrieved accurately from specific Contact Centre packages
- 1.3All logging procedures are correctly used as per company specific systems
- 1.4All industry specific security and confidentiality requirements are complied with
- 1.5Specific statistical data is understood
- Unit 2: Respond to calls or other forms of communication7
- 2.1Company specific time targets are met
- 2.2The customer’s requests are understood
- 2.3Customer’s requests are responded to according to company specific procedures
- 2.4Other forms of communication are considered and applied using standard industry practices
- 2.5Answer calls according to company specific greetings
- 2.6Close calls in accordance with the context of the call with a call center
- 2.7Calls and customers are responded to in the appropriate language or medium
- Unit 3: Follow-up customer queries2
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Course Features
- Lectures 14
- Quiz 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 0
- Assessments Yes