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 | 22 Assessment Standards (18 Units & 4 Skills) | View Education Organisations with Consent to Assess |
Qualifications
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Assessment Standards
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| 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 This standard is expiring. The last date for assessment to take place is 31 December 2026. |
5 Credits |
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| 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 This standard is expiring. The last date for assessment to take place is 31 December 2026. |
5 Credits |
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| 16778 | Unit |
Establish and maintain effective working relationships in a contact centre and wider organisation This standard is expiring. The last date for assessment to take place is 31 December 2026. |
5 Credits |
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| 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 has expired and is no longer available. |
3 Credits | |||
| 28268 | Unit |
Communicate with contact centre customers and resolve enquiries This standard is expiring. The last date for assessment to take place is 31 December 2026. |
15 Credits |
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| 31377 | Unit |
Demonstrate knowledge of positive interaction skills and a quality framework 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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| 31378 | Unit |
Demonstrate knowledge of how a contact centre customer service agent role fits within an organisation This standard is expiring. The last date for assessment to take place is 31 December 2026. |
5 Credits |
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| 31381 | Unit |
Demonstrate knowledge of emotional and mental well-being to manage self within a contact centre environment This standard is expiring. The last date for assessment to take place is 31 December 2026. |
10 Credits |
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| 31382 | Unit |
Demonstrate knowledge of health and safety requirements in a contact centre work environment This standard is expiring. The last date for assessment to take place is 31 December 2026. |
5 Credits |
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| 40049 | Skill |
Use contact centre systems to support and resolve customer interactions |
10 Credits |
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| 40050 | Skill |
Use business systems and contact centre technology to meet contact centre and organisational objectives |
15 Credits |
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| 40051 | Skill |
Explain contact centre health and safety, policies and relevant legislation |
5 Credits |
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| 40052 | Skill |
Provide solutions to contact centre customers |
15 Credits |
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| Level 4 | ||||||
| 31383 | Unit |
Demonstrate and apply knowledge of legislation applicable to contact centres |
5 Credits |
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