Domain - Contact Centre Management
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| 1 Qualification | 13 Assessment Standards (13 Units) | View Education Organisations with Consent to Assess |
Qualifications Domain-full
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NQF Ref: 0974 National Diploma in Contact Centre Management (Level 5) |
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Assessment Standards
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Level 4
Plan and allocate work to individuals in a contact centre
This standard is expiring. The last date for assessment to take place is 31 December 2026.
Version 7
16785 Unit Standard 6 Credits
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This unit standard is for people in supervisory or management positions who are responsible for planning and allocating work to others in a contact centre. People credited with this unit standard are able to: . plan work and work methods for individuals in a contact centre; and . allocate work and evaluate individuals against objectives in a contact centre.
Standard-setting body:
Demonstrate knowledge of the use of contact centre technology in managing performance
This standard has expired and is no longer available.
Version 5 This unit standard has been replaced by unit standard 28272.
17382 Unit Standard 5 Credits
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This unit standard is for contact centre management and covers the knowledge and application of contact centre technology. People credited with this unit standard are able to: . extract and interpret statistics from contact centre technology . systems; . demonstrate knowledge of the relationships between CSR availability and contact centre statistics; . describe the performance management of individual CSRs to achieve contact centre objectives; and . demonstrate knowledge of technology problems within a typical contact centre environment and how to deal with them.
Standard-setting body:
Explain quality monitoring in a contact centre
This standard has expired and is no longer available.
Version 3 This unit standard and unit standard 25306 were replaced by unit standard 31379.
25305 Unit Standard 3 Credits
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This unit standard is for people in supervisory or management positions who are responsible for monitoring quality in a contact centre environment. People credited with this unit standard are able to explain quality monitoring in contact centre.
Standard-setting body:
Monitor quality of customer interactions in a contact centre
This standard has expired and is no longer available.
Version 3 This unit standard and unit standard 25305 were replaced by unit standard 31379.
25306 Unit Standard 4 Credits
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This unit standard is for people in supervisory or management positions who are responsible for monitoring quality in a contact centre environment. People credited with this unit standard are able to monitor quality in a contact centre.
Standard-setting body:
Manage complex interactions in a contact centre
This standard is expiring. The last date for assessment to take place is 31 December 2026.
Version 3
28269 Unit Standard 5 Credits
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This unit standard is for senior customer service agents (CSAs) and people in supervisory positions in a contact centre who manage complex interactions to meet the needs of contact centre customers. People credited with this unit standard will be able to: . receive and resolve complex interactions in a contact centre; and . build rapport in complex interactions.
Standard-setting body:
Develop, apply and maintain knowledge of products and/or services offered by a contact centre
This standard is expiring. The last date for assessment to take place is 31 December 2026.
Version 3
28270 Unit Standard 5 Credits
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This unit standard is for contact centre staff who demonstrate knowledge of products and/or services that will meet the needs of contact centre customers. People credited with this unit standard are able to: . demonstrate knowledge of products and/or services within the organisation''s portfolio; . determine and communicate information about products and/or services appropriate for the customer and . maintain up-to-date knowledge on products and/or services.
Standard-setting body:
Demonstrate knowledge of workforce management within a contact centre
This standard is expiring. The last date for assessment to take place is 31 December 2026.
Version 3
28271 Unit Standard 5 Credits
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This unit standard is for people in senior, supervisory or management positions who are required to have knowledge of workforce management in a contact centre. People credited with this unit standard are able to: . explain forecasting in a contact centre; and . demonstrate knowledge of scheduling in a contact centre.
Standard-setting body:
Demonstrate knowledge of the use of contact centre statistics and technology in achieving contact centre metrics
This standard has expired and is no longer available.
Version 2 This unit standard and unit standard 19442 were replaced by unit standard 31380. This unit standard replaced unit standard 17382.
28272 Unit Standard 4 Credits
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This unit standard is for people in senior, supervisory or management positions in a contact centre and covers the knowledge and application of contact centre technology. People credited with this unit standard are able to: . extract and interpret statistics from contact centre technology . systems; . demonstrate knowledge of the relationships between CSR activity and contact centre statistics; and . demonstrate knowledge of technology problems within a typical contact centre environment and how to deal with them.
Standard-setting body:
Demonstrate and apply knowledge of quality monitoring in a contact centre
This standard is expiring. The last date for assessment to take place is 31 December 2026.
Version 2
31379 Unit Standard 4 Credits
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This unit standard is for senior customer service agents (CSAs) and people in supervisory positions to monitor the quality of interactions in a contact centre. People credited with this unit standard are able to: - explain quality monitoring in a contact centre; and - monitor quality in a contact centre.
Standard-setting body:
Support day-to-day operations and resolve interruptions within a contact centre
This standard is expiring. The last date for assessment to take place is 31 December 2026.
Version 2
31380 Unit Standard 6 Credits
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This unit standard is for senior customer service agents (CSAs) and people in supervisory positions in a contact centre to make decisions to support day-to-day operations. People credited with this unit standard are able to: - extract and interpret statistics from contact centre technology systems; - demonstrate knowledge of the relationships between CSA activity and contact centre statistics; - identify technology problems within a typical contact centre environment and demonstrate knowledge of how to deal with them; - resolve situations that adversely affect service levels in a contact centre; and - explain the disaster recovery plan for a contact centre.
Standard-setting body:
Level 5
Demonstrate knowledge of workflow management in a contact centre
This standard has expired and is no longer available.
Version 4 This unit standard and unit standard 28272 were replaced by unit standard 31380.
19442 Unit Standard 8 Credits
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This unit standard is intended to be used for the training and assessment of contact centre management, and covers skills and knowledge related to the efficient management of the operation of a contact centre. People credited with this unit standard are able to: . apply Erlang C traffic model to a contact centre; . forecast traffic and CSR requirements for a contact centre; . rectify situations that adversely affect service levels in a contact centre; . explain contact routing plans for a contact centre; and . explain the disaster recovery plan for a contact centre.
Standard-setting body:
Demonstrate knowledge of technology developments relevant to contact centres
This standard has expired and is no longer available.
Version 5
19443 Unit Standard 6 Credits
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This unit standard is for contact centre management and covers knowledge of technology developments relevant to the contact centre industry. People credited with this unit are able to: . demonstrate knowledge of technological development in a contact centre; and . prepare a business case for improvements to own contact centre through technological development.
Standard-setting body:
Level 6
Prepare business plan and budget for a contact centre
This standard has expired and is no longer available.
Version 4
19441 Unit Standard 10 Credits
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This unit standard is intended to be used for the training and assessment of contact centre management and covers business planning and budgeting skills and knowledge required of contact centre managers. People credited with this unit standard are able to: . develop a business plan for a contact centre; . develop a financial budget for a contact centre; and . review budget information for a contact centre.
Standard-setting body:
Data as at 13 May 2025