Gathering information from customers through effective questioning techniques, providing information to others, recording customer details accurately, and referring or escalating specific requirements as needed are essential tasks in ensuring effective communication and service delivery within a contact center or customer service setting.
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 working within a Contact Centre environment, where the acquisition of competence against this standard will add value to the learner’s job. This unit standard is intended to enhance entry-level service within the Contact Centre Industry. The qualifying learner is capable of eliciting information from customers. Offering information to others. Recording information from customers. Referring to escalating requirements.
Course Content
- The information elicited is accurate and specific to the customer’s requirements
- Information is elicited within company-specific timeframes
- Information is consistent and logical and is presented with clarity
- Information complies with company-specific requirements and formats
- Information is offered within company-specific timeframes
- Information is repeated to the customer to ensure the information has been accurately recorded
- Information is recorded within company-specific timeframes
- The information recorded is relevant and consistent with company-specific formats and requirements
- Escalation situations are correctly identified
- Escalations are conducted correctly according to company-specific procedures and guidelines
- Customers are informed of the escalation of their specific requirements and the timeframes within which this will occur
- Non-accredited: Short course only
- Duration: 1h 30m
- Delivery: Classroom/Online/Blended
- Access Period: 12 Months
