The aim of this unit standard is to equip learners with knowledge and skills to develop and improve customer relationships and the delivery of successful, good customer service while operating in a Contact Centre and BPO environment.
The aim of this unit standard is to equip learners with the comprehensive knowledge and practical skills necessary to develop and enhance customer relationships. By focusing on effective communication strategies and customer interaction techniques, learners will be able to provide exemplary customer service while operating in a Contact Centre and BPO (Business Process Outsourcing) environment. This unit will cover various aspects of customer service, including understanding customer needs, managing customer expectations, and resolving issues efficiently and professionally. Through this unit, learners will gain the ability to foster long-lasting, positive relationships with customers, contributing to increased customer satisfaction and loyalty. This, in turn, will lead to improved performance and success for both the individual and the organisation within the highly competitive Contact Centre and BPO industry.
Course Content
- Different types of Contact Centre and BPOs are described with examples
- Organisational aims and objectives of a Contact Centre and BPO are explained in their own context in terms of implications for self, customer, and employer
- A Service Level Agreement (SLA) is explained in terms of its purpose in a Contact Centre and BPO environment
- Guidelines regulating the operations of a Contact Centre and BPO are explained in their own work context
- The customer care procedures used in a Contact Centre and BPO environment are described with examples
- Common communication techniques used in a Contact Centre and BPO environment are explained focusing on how these are adapted and applied to suit the needs of a variety of customers
- Customer needs are identified within organisational specified timeframes through questioning and active listening techniques
- Customer needs are identified within organisational specified timeframes through questioning and active listening techniques
- Techniques used in a Contact Centre and BPO environment to monitor customer service satisfaction/dissatisfaction are described
- Methods used to audit working practices in a Contact Centre and BPO environment are listed and described with examples
- Customer needs are responded to in accordance with industry specific responses
- The implications of customer satisfaction and/or dissatisfaction are explained in relation to service delivery
- Teamwork and related issues that can affect customer service delivery are explained within the context of own role within own control and outside own control
- Own performance is appraised in relation to set personal performance targets and own responsibilities and improvements that can be made are identified
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
