TAP> 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 …
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
- 3 Sections
- 14 Lessons
- 1 Day
- Unit 1: Use a computerised system5
- 1.0Relevant data is input accurately into specific Contact Centre packages
- 1.1Data is retrieved accurately from specific Contact Centre packages
- 1.2All logging procedures are correctly used as per company specific systems
- 1.3All industry specific security and confidentiality requirements are complied with
- 1.4Specific statistical data is understood
- Unit 2: Respond to calls or other forms of communication7
- 2.0Company specific time targets are met
- 2.1The customer’s requests are understood
- 2.2Customer’s requests are responded to according to company specific procedures
- 2.3Other forms of communication are considered and applied using standard industry practices
- 2.4Answer calls according to company specific greetings
- 2.5Close calls in accordance with the context of the call with a call center
- 2.6Calls 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
- Quizzes 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 0
- Assessments Yes