NATIONAL CERTIFICATE IN CONTACT CENTRE OPERATIONS (LEVEL 3)

Level Three of this qualification covers the following unit standards:

Unit Standard 16774 New Zealand Certificate in Contact Centre Operations Follow occupational safety & health principles for Contact Centres Learning Outcomes	Unit Standard 16775 New Zealand Certificate in Contact Centre Operations Use and explain Contact Centre equipment & systems Learning Outcomes	Unit Standard 12355 New Zealand Certificate in Contact Centre Operations Demonstrate knowledge of stress & how to deal with it Learning Outcomes
Unit Standard 01299 New Zealand Certificate in Contact Centre Operations How to be Assertive in a range of specified situations Learning Outcomes	Unit Standard 09694 New Zealand Certificate in Contact Centre Operations Analyse & apply principles of communication process theory Learning Outcomes	Unit Standard 16784 New Zealand Certificate in Contact Centre Operations Receive/resolve customer complaints about products or services in a Contact Centre Learning Outcomes
Unit Standard 12349 New Zealand Certificate in Contact Centre Operations Demonstration of Time Management Techniques Learning Outcomes	Unit Standard 2780 New Zealand Certificate in Contact Centre Operations Describe and operate a personal computer system Learning Outcomes	Unit Standard 376 New Zealand Certificate in Contact Centre Operations Employ customer service techniques for differing service expectations Learning Outcomes
Unit Standard 11815 New Zealand Certificate in Contact Centre Operations Answer customer enquiries on the telephone in a wide range of contexts Learning Outcomes	Unit Standard 11818 New Zealand Certificate in Contact Centre Operations Enhance work practises by the application of product and/or service Learning Outcomes	Unit Standard 11819 New Zealand Certificate in Contact Centre Operations Assist customers to buy goods and services by in-coming and out-going telephone call Learning Outcomes
Unit Standard 16776 New Zealand Certificate in Contact Centre Operations Communicate with customers from a Contact Centre Learning Outcomes	Unit Standard 16777 New Zealand Certificate in Contact Centre Operations Seek, evaluate and organise information for action in a Contact Centre Learning Outcomes	Unit Standard 16778 New Zealand Certificate in Contact Centre Operations Establish and maintain effective working relationships in a Contact Centre Learning Outcomes
Unit Standard 103 New Zealand Certificate in Contact Centre Operations Use data entry skills to input computer data Learning Outcomes	Unit Standard 111 New Zealand Certificate in Contact Centre Operations Operate a word processor Learning Outcomes	Unit Standard 11816 New Zealand Certificate in Contact Centre Operations Answer customer enquiries by mail, facsimile and email in a wide range of contexts Learning Outcomes