Field          Service Sector

 

Review of Contact Centres unit standards

 

Subfield

Domain

ID

Contact Centres

Contact Centre Management

17382, 25305, 25306

Contact Centre Operations

16774-16779-16781, 16784, 26848

 

The Skills Organisation has completed the review of the unit standards listed above.

 

Date new versions published                                                          April 2014

 

Planned review date                                                                           December 2018

 

Summary

 

This review deals with Contact Centres unit standards that may be used to assess learning outcomes for the New Zealand Certificate in Contact Centres (Level 3) [Ref: 2303] and the New Zealand Certificate in Contact Centres (Level 4) [Ref: 2304].  These qualifications have been developed as part of the mandatory review of qualifications in the contact centres cluster.  The review of unit standards involved consultation with a group of industry stakeholders.

 

Five new unit standards resulted from the review of standards:

·      three new unit standards were created

·      following substantial changes, three standards were reviewed and replaced by two new unit standards (review category C).

 

The new standards address skill gaps in the existing set of unit standards and will ensure the new Contact Centres qualifications are achievable through unit standards.

 

Credit values for three unit standards were updated to more accurately reflect the time required to achieve the outcomes and related evidence requirements.

 

The level of one unit standard was amended back to level two based on the learning expectations.

 

The majority of the Contact Centre Management unit standards were not reviewed at this time.  The Contact Centre Sector Review of qualifications concluded that the team leader, and management skills and knowledge, are generic to the roles and not to the Contact Centre context and should align to generic business qualifications.  Once the review of Business qualifications is complete, a review of the remaining Contact Centre Management unit standards will be undertaken.

 

Main changes

 

·      Contact centres unit standards were updated to meet current industry requirements.

·      Credit values of standards 16774, 16775 and 16779 were increased.

·      Level of standard 16774 was reduced from Level 3 to Level 2.

·      New Contact Centre standards 28269, 28270 and 28271 were developed to address skill gaps in the suite of standards.

·      Standard 16776 and standard 16784 were designated as expiring and replaced by standard 28268.

·      Standard 17382 was designated as expiring and replaced by standard 28272.

·      The title of standard 16777 was updated to better reflect the outcomes of the standard.

·      The evidence requirements were reworded from passive language to active language.

 

Impact on existing organisations with consent to assess

 

Current consent for

Consent extended to

Nature of consent

Classification or ID

Level

Nature of consent

Classification or ID

Level

Standard

16784

3

Standard

28268

3

Standard

16776

3

Standard

28268

3

Standard

17382

4

Standard

28272

4

 

Impact on Consent and Moderation Requirements (CMR)

 

The CMRs that cover industries within The Skills Organisations mandate have been reviewed and rationalised.  The reviewed Contact Centre unit standards were moved from CMR 0003 to CMR 0121.

 

Category C and D unit standards will expire at the end of December 2017.

 

Impact on registered qualifications

 

Key to type of impact

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 The Skills Organisation qualifications are impacted by the outcome of this review of the unit standards.  The qualifications affected have been reviewed and will be expired in 2017.  The standards that generated the status Affected are listed in bold.

 

Ref

Qualification Title

Classification or ID

0643

National Certificate in Contact Centre Operations (Level 3)

16774, 16775, 16776, 16779, 16784

0739

National Certificate in Contact Centres with strands in Senior Customer Service Representative, and Management (Team Leader)

17382, 16784

 

Detailed list of unit standards – classification, title, level, and credits

 

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

 

 

Service Sector > Contact Centres > Contact Centre Operations

ID

Title

Level

Credit

Review Category

16774

Follow occupational safety and health principles in a contact centre

3

2

3

6

B

16775

 

Explain and use contact centre equipment and systems

3

3

5

B

16776

16784

 

28268

Communicate with contact centre customers

Receive and resolve customer complaints in a contact centre

Communicate with contact centre customers to meet their needs

3

3

 

3

3

3

 

8

C

 

C

 

 

16777

Organise, access and evaluate information to meet customer requirements in a contact centre

Organise and access information to meet customer requirements in a contact centre

3

3

B

16778

Establish and maintain effective working relationships in a contact centre

3

4

B

16779

Assist customers with account enquiries in a contact centre

3

2

3

B

16780

Respond to in-bound interactions relating to campaigns in a contact centre

3

3

B

16781

Conduct out-bound campaigns from a contact centre

3

2

B

26848

Demonstrate knowledge of legislation applicable to contact centres

3

3

B

 

 

Service Sector > Contact Centres > Contact Centre Management

ID

Title

Level

Credit

Review Category

17382

 

28272

Demonstrate knowledge of the use of contact centre technology in managing performance

Demonstrate knowledge of the use of contact centre statistics and technology in achieving contact centre metrics

4

 

4

5

 

4

C

 

 

25305

Explain quality monitoring in a contact centre

4

3

B

25306

Monitor quality of interactions in a contact centre

4

4

B

28269

Manage complex interactions in a contact centre

4

5

New

28270

Develop, apply and maintain knowledge of products and/or services offered by a contact centre

4

5

New

28271

Demonstrate knowledge of workforce management within a contact centre

4

4

New