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Assessment Standards
| Contact Centre Operations | |||||||||
| Level 3 | |||||||||
| 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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| Version 3 | |||||||||
| View Education Organisations with Consent to Assess | |||||||||
| This unit standard is for contact centre customer service agents (CSAs) to resolve business as usual, and complex customer enquiries. People credited with this unit standard are able to, consistent with contact centre procedures and policies: . communicate and resolve business as usual and complex customer enquiries; . demonstrate and apply knowledge of communicating with challenging customers in a contact centre; and . identify and resolve customer complaints in a contact centre. | |||||||||
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Data as at 16 October 2026
