Course Information
National Certificate in Contact Centre Operations (Level 3: 68 credits)
Course Outline:
- Follow occupational safety and health principles in a call centre
- Use and explain call centre equipment and systems
- Communicate with customers from a call centre
- Seek, evaluate, and organise information for action in a call centre
- Establish and maintain effective working relationships in a call centre
- Demonstrate time management
- Demonstrate knowledge of stress and how to deal with it
- Use data entry skills to input computer data
- Operate a word processor
- Describe and operate a personal computer system
- Be assertive in a range of specified situations
- Analyse and apply principles of communication process theory
- Employ customer service techniques for differing service expectations
- Answer customer enquiries on the telephone
- Enhance work practices by the application of product and/or service knowledge
- Answer customer enquiries by mail, facsimile, and e-mail
- Sell goods and/or services on an incoming telephone call
- Receive and resolve customer complaints about products or services, in a contact centre
- Demonstrate Telephone Techniques for Debt Collection
So where can this qualification take you?
As we mentioned earlier, the customer contact centre industry is one of the key industries for the future, as companies move further and further into customer relationship management. It is also an exciting industry to be in because as technology changes so we are constantly learning new ways to do and improve outputs. Qualified people are needed and needed now! Take this first step and you will be on your way to becoming a Call Centre Manager in the future. Good luck!
| Compulsory Unit Standards The following unit standards must be completed in order to achieve the Level 3 qualification. |
|||
| Unit ID | Unit Standard Title | Level | Credit |
| 103 | Use data entry skills to input computer data | 2 | 2 |
| 111 | Operate a word processor | 2 | 5 |
| 2780 | Describe and operate a personal computer system | 2 | 9 |
| 12349 | Demonstrate time management | 2 | 3 |
| 12355 | Demonstrate knowledge of stress and ways of dealing with it | 2 | 2 |
| 1299 | Be assertive in a range of specified situations | 2 | 4 |
| 9694 | Analyse and apply principles of communication process theory | 3 |
5 |
| 16774 | Follow occupational safety and health principles in a contact centre | 2 | 3 |
| 16775 | Use and explain contact centre equipment and systems | 3 | 3 |
| 16776 | Communicate with customers from a contact centre | 3 |
3 |
| 16777 | Seek, evaluate, and organise information for action in a contact centre | 3 | 8 |
| 16778 | Establish and maintain effective working relationships in a contact centre | 3 | 4 |
| 376 | Employ customer service techniques for differing customer behaviours in a given situation | 3 |
2 |
| 11815 | Answer customer enquiries on the telephone in a wide range of contexts | 3 |
4 |
| 11818 | Enhance work practices by the application of product and/or service knowledge | 3 | 4 |
| Total Credits (Compulsory) |
62 |
||
| Electives (choice of 2 required to make up to 68 Credits) | |||
| 16784 | Receive and resolve customer complaints about products or services, in a contact centre | 3 |
5 |
| 11816 | Answer customer enquiries by mail, facsimile and e-mail in a wide range of contexts | 3 | 4 |
| 379 | Assist customers to buy goods and services by in-coming telephone call | 3 | 4 |
| 16759 | Demonstrate telephone techniques for debt collection | 3 | 6 |
| 11097 | Listen to gain information in an interactive situation | 3 | 3 |
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.