View Unit : Support customers and colleagues when providing contact centre services

Unit

Unit Reference Number

J/503/0426

Qualification Framework

QCF

Title

Support customers and colleagues when providing contact centre services

Unit Level

Level 3

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

15.2 Administration

Unit Grading Structure

Pass

Assessment Guidance

All Assessment Criteria must be met. The method of assessment is determined by individual awarding organisations, in compliance with the CfA Contact Centre Assessment Strategy.

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	Be able to communicate information about products and/or services to customers in a contact centre	1.1	Validate customers’ identity in accordance with organisational procedures
		1.2	Give customers an overview of products and/or services in accordance with organisational procedures for language and conversation
		1.3	Resolve customers’ problems and queries in a contact centre within their level of authority
		1.4	Assist customers with decisions about products and/or services in accordance with organisational guidelines, relevant regulation or legislation
		1.5	Refer customers to someone with greater authority when customers’ requests or problems are beyond their level of authority
		1.6	Record customer problems and complaints in accordance with organisational procedures
2	Be able to monitor compliance with organisational requirements for customer contacts	2.1	Monitor compliance with organisational requirements for customer contacts against agreed criteria
2		2.2	Deal with breaches of organisational requirements in accordance with organisational procedures
3	Be able to provide advice and support to colleagues in a contact centre	3.1	Provide advice on matters relating to customers’ identity, personal security and products and/or services that meets organisational standards and legislative or regulatory requirements
3		3.2	Provide support that increases colleagues’ understanding of organisational requirements and constraints on customer contacts that is commensurate with their needs
4	Understand how to support colleagues and customers in a contact centre	4.1	Explain the effect of organisational and regulatory requirements on supporting colleagues and customers
		4.2	Explain what constitutes non-compliance with legal and regulatory requirements and the implications of this
		4.3	Describe different sources of information about the organisation’s products and/or services
		4.4	Explain how to update and maintain knowledge and understanding of products and/or services
		4.5	Explain the organisational systems for identifying customers and related personal security matters
		4.6	Explain how buddying and assisting colleagues with handling customer contacts increases understanding of organisational requirements

Equivalent Units

There are no equivalences to display.