This unit standard forms part of the National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this standard will either pursue the full qualification or be employed in a Contact Centre environment, where acquiring competence will enhance job performance. The unit aims to improve entry-level service provision within the Contact Centre industry.
The qualifying learner is proficient in placing calls to customers and accurately recording pertinent information. Moreover, they excel at responding to customer queries with clarity and efficiency, ensuring that all concerns are promptly addressed. Furthermore, the learner demonstrates the ability to provide thorough follow-up on customer requests, guaranteeing that all issues are resolved and customer satisfaction is upheld. As a result, this competency ensures effective communication and robust customer service within a contact center environment.
Course Content
- Calls are placed to the correct customers as defined in workplace instructions or worksheets
- Calls are made utilising company-specific technology or systems effectively
- Relevant, accurate information is provided to customers
- Calls are conducted and closed within company-specific timeframes
- The correct information for inputting purposes is identified
- Information is inputted accurately
- Information is recorded and inputted within company-specific timeframes
- The information captured is relevant according to the customers’ requirements
- The information captured is consistent with company-specific formats and requirements
- Information is verified according to company standard practices
- Customers are responded to timeously according to company-specific timeframes
- Responses comply with company-defined responses and scripts
- Relevant information is provided
- Queries are responded to accurately (Range: Accurately defines the correct choice of action to be taken
- Sales transactions are concluded within company-specific timeframes
- Sales transactions are concluded wherein the sale is confirmed where appropriate to do so
- Sales transaction discourse follows Contact centre-specific scripting or response requirements
- Sales transactions are concluded accurately
- The sales transaction is consistent with the customer’s requirements
- Follow-up procedures are conducted consistently
- Follow-up procedures are consistent with customer requirements
- Follow-ups are conducted timeously according to company-specific timeframes
- Customers are informed of escalation situations and follow-ups are passed on to relevant parties
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
