Unit No. |
Unit Title |
Level |
Credit |
COMPULSORY UNIT STANDARDS |
General Contact Centre Skills |
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 |
Time and Stress Management |
12349 |
Demonstrate time management |
2 |
3 |
12355 |
Demonstrate knowledge of stress and how to deal with it |
2 |
2 |
Computing Skills |
103 |
Use data entry skills to input computer data |
2 |
3 |
111 |
Operate a word processor |
2 |
5 |
2780 |
Describe and operate a personal computer system |
2 |
9 |
Communication Skills |
1299 |
Be assertive in a range of specified situations |
2 |
4 |
9694 |
Analyse and apply principles of communication process theory |
3 |
5 |
Customer Service Skills |
376 |
Employ customer service techniques for differing service expectations |
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 COMPULSORY |
|
68 |
ELECTIVES
Select at least SIX credits from this group
|
11816 |
Answer customer enquiries by mail, facsimile, and e-mail in a wide range of contexts |
3 |
4 |
16759 |
Demonstrate telephone techniques for debt collection |
3 |
6 |
16779 |
Assist customers with account enquiries in a contact centre |
3 |
4 |
16780 |
Respond to in-bound calls relating to marketing campaigns in a contact centre |
3 |
4 |
16781 |
Conduct out-bound telemarketing campaigns from a contact centre |
3 |
5 |
16782 |
Conduct telephone surveys from a contact centre |
3 |
4 |
16783 |
Receive and action reports of faulty products or services in a contact centre |
3 |
4 |
16784 |
Receive and resolve customer complaints about products or services, in a contact centre |
3 |
5 |
18510 |
Process emergency service calls at an emergency response contact centre |
3 |
5 |
18511 |
Dispatch resources from an emergency response contact centre in response to emergency service calls |
3 |
5 |
379 |
Sell goods and/or services on an incoming telephone call |
3 |
3 |
11097 |
Listen to gain information in an interactive situation |
3 |
3 |
9681 |
Contribute within a group / team which has an objective/s |
3 |
3 |
20332 |
Apply internet knowledge and skills in an organisational context |
3 |
3 |
11831 |
Apply skills and qualities of a sales person in a retail or distribution environment |
3 |
6 |
10458 |
Communicate product information to sales clients |
4 |
5 |
