Occupational Learning for Contact Centres
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Occupational Learning for Contact Centres

This course equips learners with the foundational skills needed to effectively engage in workplace-based learning and development within the contact centre environment. It focuses on learning strategies, self-development, and applying acquired knowledge to improve job performance and customer service delivery.
ICT Unit Standards

116931 – Use a GUI-based Web Browser

This unit standard is intended for people who need to use a GUI-based web browser to search for information on the Internet, either as a computer user or for a career in the ICT industry.

  • Understand the concepts and terms of the Internet
  • Explain legal and ethical issues in relation to Internet use
  • Use a GUI-based browser to display a given Web page
  • Adjust settings to customise the view and preferences
  • Navigate on the Internet
  • Use a Search Engine to locate specified information
  • Obtain information from a website

The performance of all elements is to a standard that allows for further learning in this area.

116945 – Use Electronic Mail (Basic)

This unit standard is for people who need to use electronic mail to send and receive messages, either as computer users or for a career in the ICT industry.

  • Understand the concepts and terms of electronic messaging
  • Create and send an E-mail message
  • Receive and respond to E-mails
  • Work with multiple E-mail messages
  • Adjust settings to customise the view and preferences of the E-mail application

The performance of all elements is to a standard that allows for further learning in this area.

116935 – Manage Electronic Mail (Advanced)

This unit standard is for people who need to manage E-mails as part of a computer-related job function, especially in ICT-related careers.

  • Explain legal, ethical and organisational issues in relation to the use of E-mail
  • Work with multiple E-mail messages
  • Manage E-mail messages effectively
  • Use the address book facilities of an E-mail application

The performance of all elements is to a standard that allows for further learning in this area.

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