| 1 | Understand why financial organisations have created call centres to serve their customers | 1.1 | Explain the main characteristics of a call centre |
| 1.2 | Describe what led to the development and evolution of call centres |
| 1.3 | Explain the benefits to financial organisations of using call centres |
| 1.4 | Evaluate the wider impact that call centres have had on financial organisations |
| 1.5 | Explain the important factors to consider when deciding where to locate a call centre. |
| 2 | Understand the different types and needs of financial service customers | 2.1 | Explain the expectations of customers using call centres |
| 2.2 | Explain why customers may dislike using call centres. |
| 2.3 | Analyse the varying needs of customers who have different profiles in relation to:- • Life cycle • Product knowledge and financial maturity |
| 3 | Know the products and process involved in selling financial products and services to customers | 3.1 | Describe how to implement the steps used in the selling process |
| 3.2 | Explain the characteristics of basic of basic financial products |
| 3.3 | Explain the typical service functions carried out within a call centre |
| 4 | Understand how a call centre should deal with customer complaints | 4.1 | Explain the limits of responsibility for dealing with complaints, and how to use organisational procedures. |
| 4.2 | Describe the benefits in having a service recovery programme |
| 4.3 | Explain the five step process to dealing with customer complaints |
| 5 | Understand how to comply with legal requirements, industry regulations and professional codes. | 5.1 | Explain the role and responsibilities of the Financial Services Authority (FSA) |
| 5.2 | Summarise the actions and timelines outlined by the FSA for complaint handling |
| 5.3 | Summarise the Financial Services Ombudsman’s role in resolving complaints |
| 5.4 | Explain the role of the Data Protection Act and Telephone Preference Service. |
| 6 | Understand staffing and other resource requirements when setting up a call centre | 6.1 | Analyse the factors involved when establishing staffing level requirements for a call centre |
| 6.2 | Explain the key stages when recruiting new staff members |
| 6.3 | Explain the different components of initial and ongoing training and support for members of staff can expect |
| 6.4 | Explain the key system requirements that will enable staff to deliver an efficient service to customers |
| 6.5 | Explain how an effective telephone system aids the operation of a call centre and the impact on customers when the system breaks down |
| 7 | Understand the importance that culture plays within a call centre | 7.1 | Analyse the different factors involved when developing an organisational culture |
| 7.2 | Define the four main types of culture generally found within organisations |
| 7.3 | Explain the signs of a failing culture |
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