View Unit : Communicate information to customers through a contact centre

Unit

Unit Reference Number

K/503/0404

Qualification Framework

QCF

Title

Communicate information to customers through a contact centre

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 verbally with customers referred by others in a contact centre	1.1	Deal verbally with queries directly with customers and referred by others following organisational guidelines
		1.2	Adapt the use of language to meet customers’ understanding and needs
		1.3	Ensure the needs of the organisation and customer are balanced in verbal communications with customers
2	Be able to communicate in writing with customers referred by others in a contact centre	2.1	Deal with queries in writing directly with customers and referred by others following organisational guidelines
		2.2	Adapt the use of language and written style to meet the customers’ needs and understanding
		2.3	Ensure the needs of the organisation and customer are balanced in written communications with customers
3	Be able to support colleagues and monitor compliance with organisational communications guidelines in a contact centre	3.1	Monitor the effectiveness of communications between customers and colleagues against organisational guidelines and standards
		3.2	Identify inadequacies in the standard of colleagues’ verbal and/or written communications with customers
		3.3	Provide feedback and guidance for improvement to colleagues on the standard of verbal and/or written communications
4	Understand the principles of communication with customers in a contact centre	4.1	Describe the features and benefits of the products and/or services offered or supported by the contact centre
		4.2	Describe the organisational requirements and regulations that have an impact on communication with customers
		4.3	Explain the organisational procedures and guidelines on written communication with customers
		4.4	Explain the benefits and drawbacks of choosing verbal or written communication with customers
		4.5	Describe the limits of authority of colleagues when dealing with the exchanges with customers
		4.6	Explain the strengths and weaknesses of formal and informal methods of monitoring communication between colleagues and customers
		4.7	Explain the techniques for providing colleagues with feedback and guidance on verbal and/or written communications with customers

Equivalent Units

There are no equivalences to display.