- Home
- Qualifications and standards
- NCEA
- M?ori and Pasifika
-
Providers and partners
- About education organisations
- NZQA's quality assurance system for tertiary education organisations
- Guidelines and forms
- Quick links to NZQF documents
- Consistency of graduate outcomes
- Approval, accreditation and registration
- Monitoring and Assessment
- Self-assessment
- External evaluation and review
- Assessment and moderation of standards
- Submitting results and awarding qualifications and micro-credentials
- Interim domestic Code of Practice (current)
- International Code of Practice (current)
- Tertiary and International Learners Code of Practice
- Offshore use of qualifications and programmes
- Assessment and moderation
- registration-and-accreditation
- caring-for-international-students
- Reform of vocational education
- International Education planning
- international
- About us
Domain - Contact Centre Operations
All unit standards registered on the Directory of Assessment Standards may be accessed here.
TOP > Service Sector > Contact Centres > Contact Centre Operations
0 Qualifications | 18 Assessment Standards (18 Units) | View Education Organisations with Consent to Assess |
Qualifications
No qualifications currently registered at this level. Also check fields and sub-fields.
Assessment Standards
Show education organisations, CMR & purpose »
Level 2 | ||||||
16774 | Unit |
Follow occupational safety and health principles in a contact centre This standard has expired and is no longer available. |
6 Credits | |||
Level 3 | ||||||
16775 | Unit |
Demonstrate and apply knowledge of contact centre technology and systems |
5 Credits | |||
16776 | Unit |
Communicate with contact centre customers This standard has expired and is no longer available. |
3 Credits | |||
16777 | Unit |
Locate, organise, and utilise information to meet customer requirements in a contact centre |
5 Credits | |||
16778 | Unit |
Establish and maintain effective working relationships in a contact centre and wider organisation |
5 Credits | |||
16779 | Unit |
Assist customers with account enquiries in a contact centre This standard has expired and is no longer available. |
3 Credits | |||
16780 | Unit |
Respond to in-bound interactions relating to campaigns in a contact centre This standard has expired and is no longer available. |
3 Credits | |||
16781 | Unit |
Conduct out-bound campaigns from a contact centre This standard has expired and is no longer available. |
2 Credits | |||
16782 | Unit |
Conduct telephone surveys from a contact centre This standard has expired and is no longer available. |
4 Credits | |||
16783 | Unit |
Receive and action reports of faulty products or services in a contact centre This standard has expired and is no longer available. |
4 Credits | |||
16784 | Unit |
Receive and resolve customer complaints in a contact centre This standard has expired and is no longer available. |
3 Credits | |||
26848 | Unit |
Demonstrate knowledge of legislation applicable to contact centres This standard is expiring. The last date for assessment to take place is 30 June 2023. |
3 Credits | |||
28268 | Unit |
Communicate with contact centre customers and resolve enquiries |
15 Credits | |||
31377 | Unit |
Demonstrate knowledge of positive interaction skills and a quality framework within a contact centre |
5 Credits | |||
31378 | Unit |
Demonstrate knowledge of how a contact centre customer service agent role fits within an organisation |
5 Credits | |||
31381 | Unit |
Demonstrate knowledge of emotional and mental well-being to manage self within a contact centre environment |
10 Credits | |||
31382 | Unit |
Demonstrate knowledge of health and safety requirements in a contact centre work environment |
5 Credits | |||
Level 4 | ||||||
31383 | Unit |
Demonstrate and apply knowledge of legislation applicable to contact centres |
5 Credits |