FIELD SERVICE SECTOR
Review of Contact Centres standards
|
Subfield |
Domain |
Id |
|
Contact Centres |
Contact Centre Management |
16785, 17382, 19443 |
|
Contact Centre Operations |
16775, 16784 |
The ElectroTechnology Industry Training Organisation (ETITO) has completed the review of the unit standards listed above.
Date new versions published October 2008
Planned review date December 2013
Summary of review and consultation process
The National Certificate in Contact Centre Management (Team Leader) (Level 4) [Ref: 0739] and its component Contact Centre standards were reviewed in consultation with industry. The review reflected the experience of several years of training, assessment, and industry experience. It also took into account the future skill requirements of the industry.
During the review of the Level 4 qualification and standards, the technology standards within the National Certificate in Contact Centre Operations (Level 3) [Ref: 0643] and the
National Diploma in Contact Centre Management (Level 5) [Ref: 0974] were also reviewed to ensure they were fit for purpose for the industry for the next five years.
Main changes resulting from the review
· Standards 16775, 16784, 17382, have had minor changes to special notes.
· Standards 16775, 16785, 17382, 19443 have had minor changes to performance criteria.
· Standard 19443 has had a range statement added.
· Two new standards have been registered.
· All standards have undergone formatting updates.
Impact on existing provider accreditations
None.
Impact on existing qualifications
None.
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 Contact Centres
Domain Contact Centre Management
|
Id |
Title |
Level |
Credit |
Review Category |
|
16785 |
Plan and allocate work to individuals in a contact centre |
4 |
6 |
B |
|
17382 |
Demonstrate knowledge of the use of contact centre technology in the management of a team |
4 |
5 |
B |
|
19443 |
Demonstrate knowledge of emerging and recent technology developments relevant to contact centres |
5 |
6 |
B |
|
25305 |
Demonstrate knowledge of quality monitoring in a contact centre |
4 |
3 |
New |
|
25306 |
Monitor quality in a contact centre |
4 |
4 |
New |
Domain Contact Centre Operations
|
Id |
Title |
Level |
Credit |
Review Category |
|
16775 |
Use and explain contact centre equipment and systems |
3 |
3 |
B |
|
16784 |
Receive and resolve customer complaints about products or services, in a contact centre |
3 |
5 |
B |