This unit standard enhances entry-level service within the Contact Centre Industry. Learners will be competent in:
This unit standard focuses on improving service provision by enhancing information management. Learners are capable of:
This unit standard develops competence in using computer packages in a Contact Centre environment. Learners will:
This unit standard enhances communication and query handling skills. Learners will be competent in:
This unit standard focuses on managing customer queries effectively. Learners will be competent in:
Apply out-bound Contact Centre Operations within a commercial environment.
Provide information to customers in a Contact Centre.
Collect and record information queries and requests from customers.
Input data received onto appropriate computer packages within a Contact Centre.
Meet performance standards within a Contact Centre.
Apply in-bound Contact Centre operations within a commercial environment.
Develops skills in reading, writing, and effective communication in English.
Enhances basic mathematical skills for everyday and workplace use.
Introduces fundamental skills for operating computers and common software.