TAP> Work as a member of a Contact Centre Team
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
The qualifying learner is capable of communicating with all relevant stakeholders to enhance teamwork. They can report on team progress to the appropriate authority and team, display tendencies to work with others as a member of a Contact Centre team, and handle and resolve areas of conflict.
Curriculum
- 4 Sections
- 19 Lessons
- 1 Day
- Unit 1: Communication with all relevant stakeholders to enhance teamwork5
- Unit 2: Report on team progress to appropriate authority and team5
- 2.01. Frequency of progress report is established
- 2.12. Progress reports are constructed using facts
- 2.23. Progress report is fit for purpose in accordance with organisational requirements
- 2.34. Report is presented verbally or in writing and is clear and accurate
- 2.45. Progress report is presented within agreed time frames and format
- Unit 3: Display tendencies to work with others as a member of contact centre4
- Unit 4: Handle and resolve areas of conflict5
- 4.0Areas of possible conflict are identified
- 4.1Achievable options to resolve the conflict are generated
- 4.2Options or combination of options that will resolve the conflict are jointly selected
- 4.3The needs and expectations of all team members are taken into account
- 4.4Conflict between team members is resolved using collaborative facilitation methods
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Course Features
- Lectures 19
- Quizzes 0
- Duration 1 day
- Skill level All levels
- Language English
- Students 0
- Assessments Yes