icontact Online Call Centre Training: Unit Standards

National Certificate in in Contact Centres with strands in Senior Customer Service Representative and Management (Team Leader)

Level 3 senior, 43 credits

National Certificate in in Contact Centres with strands in Senior Customer Service Representative and Management (Team Leader)

Level 4, 67 credits

PLEASE NOTE:

A number of the unit standards overlap between Senior CSR and Team Leader, therefore they will not be completed again if progressing on from Senior CSR to Team Leader.

The Team Leader qualification contains six of the Senior CSR unit standards

Summary of Qualification Requirements:

Colour Key:

These Units are standard for the certificate
These Units are electives for you to choose

Unit No.	Unit Title	Level	Credit
UNIT STANDARDS
NCCCO Level 3 Senior CSR
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
1987	Develop strategies to establish and maintain positive workplace relationships	4	5
9704	Manage interpersonal conflict	4	6
	TOTAL CREDITS (required 43)		44
NCCCO Level 4 Management (Team Leader)
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
1987	Develop strategies to establish and maintain positive workplace relationships	4	5
23396	Demonstrate knowledge of performance planning	4	3
23397	Plan and monitor performance of others	5	6
16342	Identify key workplace organisational principles	4	4
9696	Apply problem-solving techniques	5	4
21335	Lead a group/team to achieve an objective(s)	4	5
16785	Plan and allocate work to individuals in a contact centre	4	6
15189	Implement a health and safety plan for a workplace	4	5
9704	Manage interpersonal conflict	4	6
	TOTAL CREDITS (required 67)		68

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