Domain - Contact Centre Management
All unit standards registered on the Directory of Assessment Standards may be accessed here.
TOP > Service Sector > Contact Centres > Contact Centre Management
| 1 Qualification | 13 Assessment Standards (13 Units) | View Education Organisations with Consent to Assess |
Qualifications
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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 | ||||||
| 16785 | Unit |
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. |
6 Credits |
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| 17382 | Unit |
Demonstrate knowledge of the use of contact centre technology in managing performance This standard has expired and is no longer available. |
5 Credits | |||
| 25305 | Unit |
Explain quality monitoring in a contact centre This standard has expired and is no longer available. |
3 Credits | |||
| 25306 | Unit |
Monitor quality of customer interactions in a contact centre This standard has expired and is no longer available. |
4 Credits | |||
| 28269 | Unit |
Manage complex interactions in a contact centre This standard is expiring. The last date for assessment to take place is 31 December 2026. |
5 Credits |
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| 28270 | Unit |
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. |
5 Credits |
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| 28271 | Unit |
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. |
5 Credits |
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| 28272 | Unit |
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. |
4 Credits | |||
| 31379 | Unit |
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. |
4 Credits |
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| 31380 | Unit |
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. |
6 Credits |
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| Level 5 | ||||||
| 19442 | Unit |
Demonstrate knowledge of workflow management in a contact centre This standard has expired and is no longer available. |
8 Credits | |||
| 19443 | Unit |
Demonstrate knowledge of technology developments relevant to contact centres This standard has expired and is no longer available. |
6 Credits | |||
| Level 6 | ||||||
| 19441 | Unit |
Prepare business plan and budget for a contact centre This standard has expired and is no longer available. |
10 Credits | |||