| 1 | Be able to deal with incidents through a contact centre | 1.1 | Respond to incoming calls in a calm and professional manner |
| 1.2 | Maintain control of the conversation |
| 1.3 | Record the contact and information in an incident log in accordance with organisational procedures |
| 1.4 | Assess and prioritise reported incidents in accordance with organisational procedures |
| 1.5 | Pass accurate and concise contact information to those responsible for taking action in accordance with organisational procedures |
| 1.6 | Provide information, advice and support in response to requests in accordance with organisational procedures |
| 1.7 | Escalate incident responses in accordance with organisational procedures |
| 2 | Be able to use contact centre communications systems to deploy incident management resources | 2.1 | Communicate with external organisations in accordance with organisational procedures |
| 2.2 | Use the most efficient means (voice or data options) to communicate with those dealing with the incident |
| 2.3 | Use agreed conventions of wording, style and approach appropriate for different communication media |
| 3 | Understand how to deal with incidents in a contact centre | 3.1 | Describe the incident management services offered by the contact centre |
| 3.2 | Describe the impact of regulation or legislation on incident management |
| 3.3 | Describe the purpose and use of decision trees |
| 3.4 | Describe how to determine the appropriate allocation of resources to incidents |
| 3.5 | Describe the boundaries of a contact incident that justify actions being escalated to different levels of response |
| 3.6 | Describe the nature and limits of instructions and advice that can be passed on to a contact reporting an incident |
| 3.7 | Describe standard wording and codes used by the organisation when dealing with incident management |
| 3.8 | Describe the type and extent of resources available for deployment in incident management |
Don't show this message again.