Overview
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.
Description
The qualifying learner is competent in retrieving calls from customers and inputting subject information in accordance with specific Contact Centre requirements. They are also skilled in responding to customer queries and providing follow-up on customer requests.
Course Content
Unit 1: Retrieve calls from customers
- Calls are retrieved timeously according to company-specific timeframe requirements
- Calls are retrieved using company-specified technology and systems accurately and effectively
- Calls are retrieved according to company-specific procedures and methodologies
Unit 2: Input subject information from customers in accordance with specific contact centre requirements
- The correct information for inputting purposes is identified
- Information is inputted accurately according to company standards
- Information is recorded and inputted within company-specific timeframes
- Information captured is relevant according to the customers’ requirements
- Information captured is consistent with company-specific formats and requirements
- Information is verified according to company standard practices
Unit 3: Respond to queries from customers
- Queries are responded to accurately
- Customers are responded to timeously according to company-specific timeframes
- Responses comply with company-defined responses and scripts
- Relevant information is provided
Unit 4: Provide follow up to custmers\' requests
- 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
Accreditation
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
