The aim of this unit standard is to equip learners with knowledge and skills to operate in-bound and conduct out-bound calls from a Contact Centre.
People credited with this unit standard will be able to respond to inbound calls related to campaigns in a contact centre and conduct outbound telemarketing and sales campaigns from a contact centre.
Course Content
- Calls are retrieved according to service specific procedures and methodologies
- In-bound calls results relating to a marketing campaign are documented, recorded and captured using specific format requirements, procedures and systems within company specific timeframes
- Information is verified according to service standard practices
- Follow up procedures are conducted according to industry requirements
- Information is analysed to determine any escalations to other parties
- Campaign objectives procedures are explained using organisational campaign guidelines
- Campaign information to be communicated to customers is prepared according to campaign objectives and plan
- Details of the campaign information to be conveyed to customers and/or products and services are described in accordance with organisational procedures
- Enquiries and/or the provision of products and services are processed in accordance with the nature of the campaign
- Results of out-bound telemarketing campaigns are recorded using organisational specific formats and requirements
- Sales transactions are concluded within company specific timeframes
- The sales transaction is consistent with the customer’s requirements
- Information to be supplied for follow-up purposes is provided according to campaign procedures
- Follow up procedures are consistent with customer requirements
- Customers are informed of any escalation situations that require to be passed on to other parties
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
