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 acquisitions 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.
Certainly! Here’s an expanded version:
The qualifying learner is proficient in placing calls to customers and recording pertinent information accurately. They are adept at responding to customer queries with clarity and efficiency, ensuring that all concerns are addressed promptly. Additionally, the learner demonstrates the ability to provide thorough follow-up on customers’ requests, ensuring that all issues are resolved and that customer satisfaction is maintained. This competency ensures effective communication and strong customer service within a contact centre 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
