Field           Service Sector

 

Review of Contact Centres unit standards

 

Subfield

Domain

ID

Contact Centres

Contact Centre Management

16785, 19441, 19442, 19443, 25305, 25306, 28269, 28270, 28271, 28272

Contact Centre Operations

16774, 16775, 16777-16781, 26848, 28268

 

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

 

Date new versions published                                                               September 2018

 

Planned review date                                                                              December 2023

 

Summary

 

Skills have completed the unit standard review for the Contact Centres subfield in response to the units’ planned review date and the listing of the new versions of the New Zealand Certificate in Contact Centres (Level 3) [Ref: 2303] and the New Zealand Certificate in Contact Centres (Level 4) [Ref:2304].

 

The unit standards were reviewed to ensure they are fit for purpose, relevant to the Contact Centre industry, and readily available for assessment.  Industry representatives were involved in the review, writing of unit standards, and providing feedback from their own networks.

 

Main changes

 

·      Nine unit standards were designated expiring and replaced by five unit standards.

·      Two completely new unit standards were developed to address identified gaps.

·      Two unit standards were designated expiring without replacement.

·      Credit values of unit standards have been adjusted to reflect industry requirements and suitable learning, practice, and assessment requirements.

 

Category C and D unit standards will expire at the end of December 2021

 

The last date for assessment of superseded versions of Category B unit standards is December 2021

 

Impact on existing consent to assess

 

Current consent for

Consent extended to

Nature of consent

Classification or ID

Level

Nature of consent

Classification or ID

Level

Subfield

Contact Centres

3

Standard

31383

4

Domain

Contact Centre Operations

3

Standard

31383

4

Standard

16774

2

Standard

31382

3

Standard

16779

3

Standard

31377

3

Standard

16780

3

Standard

31377

3

Standard

16781

3

Standard

31377

3

Standard

25305

4

Standard

31379

4

Standard

25306

4

Standard

31379

4

Standard

26848

3

Standard

31383

4

Standard

28272

4

Standard

31380

4

 

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 Management

ID

Title

Level

Credit

Review Category

16785

Plan and allocate work to individuals in a contact centre

4

6

B

19441

Prepare business plan and budget for a contact centre

6

10

D

19442

 

28272

 

 

31380

Demonstrate knowledge of workflow management in a contact centre

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

Support day-to-day operations and resolve interruptions within a contact centre

5

 

4

 

 

4

8

 

4

 

 

6

C

 

C

19443

Demonstrate knowledge of technology developments relevant to contact centres

5

6

D

25305

25306

 

31379

Explain quality monitoring in a contact centre

Monitor quality of customer interactions in a contact centre

Demonstrate and apply knowledge of quality monitoring in a contact centre

4

4

 

4

3

4

 

4

C

C

28269

Manage complex interactions in a contact centre

4

5

B

28270

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

4

5

B

28271

Demonstrate knowledge of workforce management within a contact centre

4

5

B

 

Service Sector > Contact Centres > Contact Centre Operations

ID

Title

Level

Credit

Review Category

16774

 

31382

Follow occupational safety and health principles in a contact centre

Demonstrate knowledge of health and safety requirements in a contact centre environment

2

 

3

6

 

5

C

16775

Explain and use contact centre equipment and systems

Demonstrate and apply knowledge of contact centre technology and systems

3

5

B

16777

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

Locate, organise, and utilise information to meet customer requirements in a contact centre

3

3

 

5

B

16778

Establish and maintain effective working relationships in a contact centre

Establish and maintain effective working relationships in a contact centre and wider organisation

3

4

 

5

B

16779

 

16780

 

16781

 

31377

Assist customers with account enquiries in a contact centre

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

Conduct out-bound campaigns from a contact centre

Demonstrate knowledge of positive interaction skills and a quality framework within a contact centre

3

 

3

 

3

 

3

3

 

3

 

2

 

5

C

 

C

 

C

26848

 

31383

Demonstrate knowledge of legislation applicable to contact centres

Demonstrate and apply knowledge of legislation applicable to contact centres

3

 

4

3

 

5

C

28268

Communicate with contact centre customers to meet their needs

Communicate with contact centre customers and resolve enquiries

3

8

 

15

B

31378

Demonstrate knowledge of how a contact centre customer service agent role fits within an organisation

3

5

New

31381

Demonstrate knowledge of emotional and mental well-being to manage self in a contact centre environment

3

10

New