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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
Assessment Standards
Show education organisations, CMR & purpose »
Level 4 | ||||||
16785 | Unit |
Plan and allocate work to individuals in a contact centre |
6 Credits | |||
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 |
5 Credits | |||
28270 | Unit |
Develop, apply and maintain knowledge of products and/or services offered by a contact centre |
5 Credits | |||
28271 | Unit |
Demonstrate knowledge of workforce management within a contact centre |
5 Credits | |||
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 |
4 Credits | |||
31380 | Unit |
Support day-to-day operations and resolve interruptions within a contact centre |
6 Credits | |||
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 |