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 |