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Assessment Standards
| Contact Centre Operations | |||||||||
| 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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| Version 9 | |||||||||
| View Education Organisations with Consent to Assess | |||||||||
| This unit standard is for customer service agents (CSAs) who need to understand and use the technology and systems in a modern contact centre. People credited with this unit standard are able to: - explain and utilise current contact centre technology and systems; . describe functions that enable and manage the interaction delivery in a contact centre; - explain contact centre statistics available to CSAs. | |||||||||
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Data as at 10 October 2026
