Review and Reclassification of Call Centres unit standards - unit standard 19443
|
This review report was first published in July 2005. However, the new title for unit standard 19443 was incorrectly shown in the Summary of Main Changes table in the final report. That error has now been corrected and 19443 has been re-issued on the Framework. |
New classification
|
Subfield |
Domain |
Id |
|
Contact Centres
|
Contact Centre Management |
19443
|
Date version re-issued August 2005
Comments by date July 2009 (unchanged)
Expiry date of the unit standard December 2010 (unchanged)
The following report now shows the correct title for unit standard 19443.
Existing classification
|
Subfield |
Domain |
Id |
|
Call Centres |
Call Centre Management |
16785, 17382, 19441-19443 |
|
|
Call Centre Operations |
16774-16784, 18510, 18511 |
New classification for standards being re-registered
|
Subfield |
Domain |
Id |
|
Contact Centres |
Contact Centre Management |
16785, 17382, 19441-19443 |
|
|
Contact Centre Operations |
16774-16784, 18510, 18511 |
The ElectroTechnology industry Training Organisation has completed the review of the unit standards listed above that were registered in February 2000, October 2001, and May 2002.
Date new versions published July 2005
New comments by date July 2009
Expiry date of new versions of the unit standards December 2010
Summary of review and consultation process
The review was carried out by the ElectroTechnology Industry Training Organisation in conjunction with the Contact Centre Advisory Group. The reviewed unit standards reflect the experience of several years' training and assessment.
In line with current industry trends resulting in the use of an increasing variety of communication methods, which range from the traditional telephone to text messaging, including letters, facsimile, email, and interactive web pages, the Contact Centre Industry requested that the names of classifications and qualifications be changed from 'Call Centres' to 'Contact Centres'. As a result, the subfield and domain names have been changed and the titles of the unit standards have been amended.
The Call Centre qualification names will be changed as follows:
- National Certificate in Call Centre Operations [Ref: 0643] to National Certificate in Contact Centre Operations;
- National Certificate in Call Centre Management (Team Leader) [Ref: 0739] to National Certificate in Contact Centre Management (Team Leader); and
- National Diploma in Call Centre Management (Level 5) [Ref: 0974] to National Diploma in Contact Centre Management (Level 5).
Main changes resulting from the review
The review process resulted in the following changes to the unit standards.
· Title changes to all the unit standards to reflect the subfield and domain name changes.
· All references to the term call centre changed to contact centre.
· All subfield and domain references amended.
· Minor changes to special notes to reflect updates to reference material.
· Unit 16774, Follow occupational safety and health principles in a contact centre - credit value increased from 2 to 3 to better reflect the time needed to learn, practise, and assess the outcomes of the unit standard; and level increased from 2 to 3 to reflect the depth of knowledge and skill that is covered by the unit standard.
Impact on existing provider accreditations
|
Current Accreditation for |
Accreditation extended to | ||||
|
Nature of accreditation |
Classification or Id |
Level |
Nature of accreditation |
Classification or Id |
Level |
|
Subfield |
Call Centres |
Any |
Subfield |
Contact Centres |
Same |
|
Domain |
Call Centre Management |
Any |
Domain |
Contact Centre Management |
Same |
|
Domain |
Any |
Domain |
Contact Centre Operations |
Same | |
Impact on Accreditation and Moderation Action Plan (AMAP)
None.
Impact on existing qualifications
Qualifications that contain the reviewed standards or classifications are tabled below.
|
Affected |
The qualification lists a reviewed classification (domain or subfield) in an elective set The qualification lists a standard that has changes to level or credits The qualification lists a C or D category standard |
|
Not materially affected |
The qualification lists a standard that has a new title The qualification lists a standard that has a new classification |
The following ElectroTechnology Industry Training Organisation qualifications are affected by this review. They are either under review, or scheduled to be reviewed.
|
Qualification title |
|
National Certificate in Call Centre Operations [Ref: 0643] |
|
National Certificate in Call Centre Management (Team Leader) [Ref: 0739] |
|
National Diploma in Call Centre Management (Level 5) [Ref: 0974] |
The following qualification is also affected by the outcome of this review. The standard setting body (SSB) has been advised that they require revision.
|
Qualification title |
Classification or standard in the qualification |
SSB Name |
|
National Certificate in Tourism and Travel (Core Skills) (Level 3) [Ref: 0876] |
Call Centre Operations |
Aviation, Tourism and Travel TO |
|
National Certificate in Commercial Road Transport (Taxi Operations) [Ref: 0970] |
16775 |
NZ Road Transport and Logistics ITO |
|
National Certificate in administration of revenue law (Introduction) (Level 4) [Ref: 0950] |
Call Centre Management |
Public Sector Training Organisation |
|
National Certificate in administration of revenue law (Introduction) (Level 4) [Ref: 0950] |
Call Centre Operations |
Public Sector Training Organisation |
Summary of main changes to standards' Ids, classification, titles, levels, and credits
The following summary shows the changes made to the standards as a result of the review. All changes are in bold.
Key to review category |
| |
A |
Dates changed, but no other changes are made - the new version of the standard carries the same Id and a new version number | |
|
B |
Changes made, but the overall outcome remains the same - the new version of the standard carries the same Id and a new version number | |
|
C |
Major changes that necessitate the registration of a replacement standard with a new Id | |
|
D |
Standard will expire and not be replaced | |
Subfield Call Centres
Contact Centres
Domain Call Centre Operations
Contact Centre Operations
|
Id |
Title |
Level |
Credit |
Review Category |
|
16774 |
Follow occupational safety and health principles in a call centre Follow occupational safety and health principles in a contact centre |
2
3 |
2
3 |
B |
|
16775 |
Use and explain call centre equipment and systems Use and explain contact centre equipment and systems |
3 |
3 |
B |
|
16776 |
Communicate with customers from a call centre Communicate with customers from a contact centre |
3 |
3 |
B |
|
16777 |
Seek, evaluate, and organise information for action in a call centre Seek, evaluate, and organise information for action in a contact centre |
3 |
8 |
B |
|
16778 |
Establish and maintain effective working relationships in a call centre Establish and maintain effective working relationships in a contact centre |
3 |
4 |
B |
|
16779 |
Assist customers with account inquiries in a call centre Assist customers with account inquiries in a contact centre |
3 |
4 |
B |
|
16780 |
Respond to in-bound calls relating to marketing campaigns in a call centre Respond to in-bound calls relating to marketing campaigns in a contact centre |
3 |
4 |
B |
|
16781 |
Conduct out-bound telemarketing campaigns from a call centre Conduct out-bound telemarketing campaigns from a contact centre |
3 |
5 |
B |
|
16782 |
Conduct telephone surveys from a call centre Conduct telephone surveys from a contact centre |
3 |
4 |
B |
|
16783 |
Receive and action reports of faulty products or services in a call centre Receive and action reports of faulty products or services in a contact centre |
3 |
4 |
B |
|
16784 |
Receive and resolve customer complaints about products or services, in a call centre Receive and resolve customer complaints about products or services, in a contact centre |
3 |
5 |
B |
|
18510 |
Process emergency service calls at an emergency response call centre Process emergency service calls at an emergency response contact centre |
3 |
5 |
B |
|
18511 |
Dispatch resources from an emergency response call centre in response to emergency service calls Dispatch resources from an emergency response contact centre in response to emergency service calls |
3 |
5 |
B |
Subfield Call Centres
Contact Centres
Domain Call Centre Management
Contact Centre Management
|
Id |
Title |
Level |
Credit |
Review Category |
|
16785 |
Plan and allocate work to individuals in a call centre Plan and allocate work to individuals in a contact centre |
4 |
6 |
B |
|
17382 |
Demonstrate knowledge of the use of call centre technology in the management of a call centre team Demonstrate knowledge of the use of contact centre technology in the management of a team |
4 |
5 |
B |
|
19441 |
Prepare business plan and budget for a call centre Prepare business plan and budget for a contact centre |
6 |
10 |
B |
|
19442 |
Manage the operation of a call centre Manage the operation of a contact centre |
5 |
8 |
B |
|
19443 |
Demonstrate awareness of recent and emerging technology developments relevant to call centres Demonstrate knowledge of emerging and recent technology developments relevant to contact centres |
5 |
6 |
B |