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The Register of Regulated Qualifications

View Unit : Make telephone calls to customers

Unit
Unit Reference Number
J/601/1224
Qualification Framework
QCF
Title
Make telephone calls to customers
Unit Level
Level 2
Unit Sub Level
None
Guided Learning Hours
40
Unit Credit Value
6
Date of Withdrawal
SSAs
15.2 Administration
Unit Grading Structure
Pass
Assessment Guidance

The assessment and quality assurance requirement for this unit provides evidence towards A and V units.

Learning Outcomes and Assessment Criteria
Learning Outcome - The learner will:Assessment Criterion - The learner can:
1

plan their calls effectively

1.1

use all appropriate customer information to plan their call

1.2

anticipate their customer’s expectations and assemble all the information they might need before their conversation with the customer

1.3

identify the objective of their call and the way in which they expect the call to end

1.4

plan the opening part of their conversation with their customer and anticipate possible responses

2

use communication systems effectively

2.1

operate telecommunication equipment efficiently and effectively

2.2

speak clearly and slowly and adapt their speech to meet the individual needs of their customer

2.3

listen carefully when collecting information from their customer

2.4

select the information they need to record and store following their organisation’s guidelines

2.5

update their customer records during or after the call to reflect the key points of the conversation

3

make focussed calls to their customer

3.1

open the conversation positively and establish a rapport with their customer

3.2

confirm the identity of their customer following organisational guidelines

3.3

ensure that their customer is aware of the purpose of their call as early as possible

3.4

respond positively to queries and objections from their customer

3.5

summarise the outcome of the call and any actions that they or their customer will take as a result

3.6

complete any follow up actions agreed during the call

4

know how to make telephone calls to customers

4.1

describe the relevant parts of legislation, external regulations and their organisation’s procedures relating to the use of customer information to plan calls

4.2

describe their organisation’s guidelines and procedures for the use of telecommunication technology

4.3

explain how to operate their organisation’s telecommunication technology

4.4

explain the importance of speaking clearly and slowly when dealing with customers by telephone

4.5

describe the effects of smiling and other facial expressions that can be detected by somebody listening to them on the telephone

4.6

explain the importance of adapting their speech to meet the needs of customers who may find their language or accent difficult to understand

4.7

identify what information it is important to note during or after telephone conversations with customers

4.8

describe their organisation’s guidelines and procedures for what should be said during telephone conversations with customers

4.9

describe their organisation’s guidelines and procedures for taking action to follow up calls made to customers

Equivalent Units
There are no equivalences to display.
2.4.6.0L