Gather and provide relevant information to contribute to contact centre problem solving
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
The qualifying learner is competent in obtaining and evaluating project information to facilitate problem-solving within a Contact Centre. They are also skilled in providing advice and support regarding the received information, which further aids in effective problem resolution in the Contact Centre environment.
Curriculum
Curriculum
- 2 Sections
- 8 Lessons
- 1 Day
- Unit 1: Obtain and evaluate project information to facilitate contact centre problem solving4
- 1.0Valid and reliable methods and sources for obtaining project information are identified and agreed upon with relevant parties
- 1.1The cooperation of relevant parties in obtaining information is enlisted
- 1.2Available information from relevant parties is identified, obtained and evaluated in conjunction with higher authority
- 1.3Information gathered is analysed to identify potential improvement
- Unit 2: Provide advice and support regarding received information to facilitate problem solving4
- 2.0Advice and support are provided at appropriate times and only when necessary
- 2.1The methods of providing advice are sensitive to the personal needs and positions of the relevant individuals
- 2.2Advice and support are provided only so far as is necessary to allow progress to be maintained and to enable individuals and groups to work autonomously
- 2.3Threats to the Contact Centre’s success are identified at an early stage
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Course Features
- Lectures 8
- Quiz 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 0
- Assessments Yes