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.
Good morning. The qualifying learner is proficient in using a computerised system, effectively responding to calls or other forms of communication, whether inbound or outbound, and diligently following up on customer queries.
Course Content
- Relevant data is input accurately into specific Contact Centre packages
- Data is retrieved accurately from specific Contact Centre packages
- All logging procedures are correctly used as per company specific systems
- All industry specific security and confidentiality requirements are complied with
- Specific statistical data is understood
- Company specific time targets are met
- The customer’s requests are understood
- Customer’s requests are responded to according to company specific procedures
- Other forms of communication are considered and applied using standard industry practices
- Answer calls according to company specific greetings
- Close calls in accordance with the context of the call with a call center
- Calls and customers are responded to in the appropriate language or medium
- Electronic communication systems are utilised effectively
- Manual administrative information is accurately completed as per company specific procedures and time frames
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
