Domain - Contact Centre Operations
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| 0 Qualifications | 18 Assessment Standards (18 Units) | View Education Organisations with Consent to Assess |
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Assessment Standards
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Level 2
Follow occupational safety and health principles in a contact centre
This standard has expired and is no longer available.
Version 7 This unit standard was replaced by unit standard 31382.
16774 Unit Standard 6 Credits
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This unit standard is for contact centre customer service representatives (CSR) and covers the application of occupational safety and health principles in their work environment. People credited with this unit standard are able to: . adjust and maintain own workstation in a contact centre; . describe and use Occupational Overuse Syndrome (OOS) management techniques in a contact centre; . describe factors that may cause stress in a contact centre, and describe strategies to deal with stress; . identify and explain health and safety hazards in a contact centre; . locate and explain the Hazard Register in a contact centre; . locate and explain the emergency procedure instructions in a contact centre; and . explain the accident reporting procedures in a contact centre.
Standard-setting body:
Level 3
Demonstrate and apply knowledge of contact centre technology and systems
Version 8
16775 Unit Standard 5 Credits
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This unit standard is for customer service agents (CSAs) who need to understand and use the technology and systems in a modern contact centre. People credited with this unit standard are able to: - explain and utilise current contact centre technology and systems; . describe functions that enable and manage the interaction delivery in a contact centre; - explain contact centre statistics available to CSAs.
Consent & Moderation Requirements:
CMR 3
Standard-setting body:
Communicate with contact centre customers
This standard has expired and is no longer available.
Version 8 This unit standard and unit standard 16784 were replaced by unit standard 28268.
16776 Unit Standard 3 Credits
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This unit standard is for contact centre customer service representatives (CSR), and covers communications with internal and external customers by oral and written means using contact centre technology. People credited with this unit standard are able to: . greet customers in a contact centre and identify their needs; . meet customer needs in a contact centre; . close interaction and complete records in a contact centre; and . communicate with challenging customers in a contact centre.
Standard-setting body:
Locate, organise, and utilise information to meet customer requirements in a contact centre
Version 7
16777 Unit Standard 5 Credits
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This unit standard is for people who work with information that is required on a regular basis in a contact centre. People credited with this unit standard are able to: - locate and organise information to meet a range of customer requirements in a contact centre; and - utilise information to meet customer requirements in a contact centre.
Consent & Moderation Requirements:
CMR 3
Standard-setting body:
Establish and maintain effective working relationships in a contact centre and wider organisation
Version 7
16778 Unit Standard 5 Credits
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This unit standard is for any member of staff who is working with colleagues in a contact centre. People credited with this unit standard are able to: - demonstrate knowledge of barriers, consequences and diversity of working relationships in a contact centre and wider organisation; - work effectively with colleagues in a contact centre; and - establish and maintain the trust and support of management in a contact centre.
Consent & Moderation Requirements:
CMR 3
Standard-setting body:
Assist customers with account enquiries in a contact centre
This standard has expired and is no longer available.
Version 7 This unit standard, unit standard 16780 and unit standard 16781 were replaced by unit standard 31377.
16779 Unit Standard 3 Credits
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This unit standard is for contact centre customer service representatives (CSR) who deal with customer enquiries related to account matters. People credited with this unit standard are able to: . identify and clarify customer account enquiries in a contact centre; and . respond accurately to customer account enquiries in a contact centre.
Standard-setting body:
Respond to in-bound interactions relating to campaigns in a contact centre
This standard has expired and is no longer available.
Version 7 This unit standard, unit standard 16779 and unit standard 16781 were replaced by unit standard 31377.
16780 Unit Standard 3 Credits
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This unit standard is for contact centre customer service representatives (CSR) who are processing in-bound interactions relating to campaigns. People credited with this unit standard are able to: . prepare to respond to in-bound interactions relating to a campaign; . process in-bound interactions relating to a campaign; and . close interaction and complete records in relation to an in bound campaign.
Standard-setting body:
Conduct out-bound campaigns from a contact centre
This standard has expired and is no longer available.
Version 7 This unit standard, unit standard 16779 and unit standard 16780 were replaced by unit standard 31377.
16781 Unit Standard 2 Credits
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This unit standard is for contact centre customer service representatives (CSR) who conduct out-bound campaigns from a contact centre. People credited with this unit standard are able to: . prepare to conduct out-bound campaigns; . conduct out-bound campaigns; and . close interaction and complete records in relation to out-bound campaigns.
Standard-setting body:
Conduct telephone surveys from a contact centre
This standard has expired and is no longer available.
Version 5
16782 Unit Standard 4 Credits
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This unit standard is for contact centre customer service representatives (CSR) who conduct surveys for the collection of data for market research, opinion polls, or customer surveys. People credited with this unit standard are able to prepare to conduct telephone surveys, conduct telephone surveys, and record data resulting from telephone surveys from a contact centre.
Standard-setting body:
Receive and action reports of faulty products or services in a contact centre
This standard has expired and is no longer available.
Version 5
16783 Unit Standard 4 Credits
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This unit standard is for contact centre customer service representatives, who receive calls from customers reporting product or service faults, and arrange for repair action or restoration of service. People credited with this unit standard are able to receive, action, and complete recording of fault reports in a contact centre.
Standard-setting body:
Receive and resolve customer complaints in a contact centre
This standard has expired and is no longer available.
Version 8 This unit standard and unit standard 16776 were replaced by unit standard 28268.
16784 Unit Standard 3 Credits
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This unit standard is for contact centre customer service representatives (CSR) who receive and resolve customer complaints in a contact centre. People credited with this unit standard are able to: . receive and identify customer complaints in a contact centre; . resolve customer complaints in a contact centre; and . close interaction and complete records in a contact centre.
Standard-setting body:
Demonstrate knowledge of legislation applicable to contact centres
This standard has expired and is no longer available.
Version 5 This unit standard was replaced by unit standard 31383.
26848 Unit Standard 3 Credits
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This unit standard is for contact centre customer service representatives (CSR), and covers legislation applicable to their work environment. People credited with this unit standard are able to demonstrate knowledge of legislation applicable to contact centres.
Standard-setting body:
Communicate with contact centre customers and resolve enquiries
Version 2 This unit standard replaced unit standard 16776 and unit standard 16784.
28268 Unit Standard 15 Credits
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This unit standard is for contact centre customer service agents (CSAs) to resolve business as usual, and complex customer enquiries. People credited with this unit standard are able to, consistent with contact centre procedures and policies: . communicate and resolve business as usual and complex customer enquiries; . demonstrate and apply knowledge of communicating with challenging customers in a contact centre; and . identify and resolve customer complaints in a contact centre.
Consent & Moderation Requirements:
CMR 3
Standard-setting body:
Demonstrate knowledge of positive interaction skills and a quality framework within a contact centre
Version 1 This unit standard replaced unit standard 16779, unit standard 16780 and unit standard 16781.
31377 Unit Standard 5 Credits
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This unit standard is for contact centre customer service agents (CSAs) to demonstrate their knowledge of positive interactions and quality frameworks. People credit with this unit standard will be able to: - demonstrate knowledge of a contact centre''s quality framework; - explain customer service techniques and communication skills appropriate for resolving customer enquiries; and - demonstrate knowledge of inbound and outbound interactions.
Consent & Moderation Requirements:
CMR 3
Standard-setting body:
Demonstrate knowledge of how a contact centre customer service agent role fits within an organisation
Version 1
31378 Unit Standard 5 Credits
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The purpose of this unit standard is for contact centre customer service agents (CSAs) to understand how their role fits within an organisation. People credited with this unit standard are able to: - demonstrate knowledge of how a contact centre role contributes to an organisation''s success; and - Explain how monitoring, training and coaching relates to a CSA within a contact centre.
Consent & Moderation Requirements:
CMR 3
Standard-setting body:
Demonstrate knowledge of emotional and mental well-being to manage self within a contact centre environment
Version 1
31381 Unit Standard 10 Credits
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The purpose of this unit standard is to enable customer service agents (CSAs) to build self-awareness to manage their own well-being and self in a contact centre. People credited with this unit standard are able to: - demonstrate knowledge of managing workplace interactions and how they can impact a CSA''s role; and . demonstrate knowledge of managing self, stress, and time in a contact centre.
Consent & Moderation Requirements:
CMR 3
Standard-setting body:
Demonstrate knowledge of health and safety requirements in a contact centre work environment
Version 1 This unit standard replaced unit standard 16774.
31382 Unit Standard 5 Credits
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This unit standard is for contact centre customer service agents (CSAs) and covers the application of health and safety principles within a contact centre. People credited with this unit standard are able to: - demonstrate knowledge of health and safety in a contact centre work environment; - locate and explain the Hazard Register in a contact centre; - locate and explain the emergency procedures instructions in a contact centre; - demonstrate and describe OOS management techniques in a contact centre; - locate and explain the impacts of the Health and Safety organisational policy; and - apply knowledge of maintaining workstations in a contact centre.
Consent & Moderation Requirements:
CMR 3
Standard-setting body:
Level 4
Demonstrate and apply knowledge of legislation applicable to contact centres
Version 2 This unit standard replaced unit standard 26848.
31383 Unit Standard 5 Credits
View Education Organisations with Consent to Assess »
This unit standard is for contact centre customer service agents (CSAs), and covers legislation applicable to their work environment. People credited with this unit standard are able to demonstrate and apply knowledge of legislation applicable to contact centres.
Consent & Moderation Requirements:
CMR 3
Standard-setting body:
Data as at 2024-05-18 23:01:14.433