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
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 |