Course Information
National Certificate in Contact Centres (Senior CSR Level 3: 43 credits)
Course Outline:
- Apply time management concepts and methods in business situations
- Develop strategies for communicating in a culturally diverse workplace
- Use effective business writing skills in a business organisation
- Receive and resolve customer complaints about products or services, in a contact centre
- Demonstrate knowledge of the use of contact centre technology in the management of a contact centre team
- Monitor Quality in a contact centre
- Give oral instructions in the workplace
- Give and respond to feedback on performance
- Listen to gain information in an interactive situation
- Develop strategies to establish and maintain positive workplace relationships
- Manage interpersonal conflict
- Performance Planning
- Lead a group / team
- Team Collaboration
So where can this qualification take you?
This qualification is for people who have completed the Level 3 National Certificate in Contact Centre Operations and are looking for the next step. It is also a good platform for taking the Level 4 Team Leader qualification.
| Compulsory Unit Standards The following unit standards must be completed in order to achieve the Senior CSR qualification. |
|||
| Unit ID | Unit Standard Title | Level | Credit |
| 16614 | Apply time management concepts and methods in business situations | 4 | 3 |
| 11099 | Develop strategies for communicating in a culturally diverse workplace | 4 | 4 |
| 16612 | Use effective business writing skills in a business organisation | 4 | 4 |
| 16784 | Receive and resolve customer complaints about products or services, in a contact centre | 3 | 5 |
| 17382 | Demonstrate knowledge of the use of contact centre technology in the management of a team | 4 | 5 |
| 25305 | Monitor quality in a contact centre | 4 | 3 |
| 1312 | Give oral instructions in the workplace | 3 |
3 |
| 9705 | Give and respond to feedback on performance | 3 | 3 |
| 11097 | Listen to gain information in an interactive situation | 3 | 3 |
| Total Credits (Compulsory) |
33 |
||
| Electives (choice of minimum of 2 required to make up to 43 Credits) | |||
| 1987 | Develop strategies to establish and maintain positive workplace relationships | 4 |
5 |
| 9704 | Manage interpersonal conflict | 4 | 6 |
| 23396 | Demonstrate knowledge of performance planning | 4 | 3 |
| 21335 | Lead a group/team to achieve an objective(s) | 4 | 5 |
| 11101 | Collaborate within a group/team which has an objective(s) | 4 | 4 |
What is a Unit Standard?
A unit standard simply describes what you need to know or be able to do to be assessed as competent in a particular skill area. National qualifications are made up of unit standards, which are set at different levels to indicate the degree of difficulty.
For each unit standard you gain and are assessed on, you gain credits. To achieve a national qualification, all you have to do is complete the required number of credits.
What is a National Qualification?
There are three kinds of national qualifications:
- National Certificates - Levels 1-4
- National Diplomas - Levels 5-6
- Degrees & Post Graduate Programmes - Levels 7-10
As you achieve your unit standards, your details are listed on a Record of Learning. This should be a link to access via the internet , held on a national database by NZQA, to keep track of your achievements.
You can accumulate credits over a number of years and from a variety of providers, until you have completed a qualification.