This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner`s job. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry.
The qualifying learner is competent in obtaining and evaluating project information to facilitate problem-solving within a Contact Centre. They are also skilled in providing advice and support regarding the received information, which further aids in effective problem resolution in the Contact Centre environment.
Course Content
- Valid and reliable methods and sources for obtaining project information are identified and agreed upon with relevant parties
- The cooperation of relevant parties in obtaining information is enlisted
- Available information from relevant parties is identified, obtained and evaluated in conjunction with higher authority
- Information gathered is analysed to identify potential improvement
- Advice and support are provided at appropriate times and only when necessary
- The methods of providing advice are sensitive to the personal needs and positions of the relevant individuals
- Advice and support are provided only so far as is necessary to allow progress to be maintained and to enable individuals and groups to work autonomously
- Threats to the Contact Centre’s success are identified at an early stage
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
