Field Service Sector
Registration of Contact Centre Operations skill standards and review of Contact Centres unit standards
|
Subfield |
Domain |
ID |
|
Contact Centres |
Contact Centre Management |
16785, 28269, 28270, 28271, 31379, 31380 |
|
Contact Centre Operations |
16775, 16777, 16778, 28268, 31377, 31378, 31382, 31383 |
Ringa Hora Services Workforce Development Council (WDC) has completed the review of the unit standards listed above.
Date new versions published May 2024
Planned review date December 2029
Summary
Ringa Hora Services Workforce Development Council has reviewed the unit standards listed above. These unit standards were originally developed to meet the graduate profile outcomes (GPOs) in the New Zealand Certificate in Contact Centres (Level 3) [Ref: 2303-2]. As part of the rollout of skill standards, the review panel agreed to create a new suite of skill standards to support programmes leading towards [Ref: 2303-3] onwards.
Development and consultation occurred from June to December 2023 with the involvement of subject matter experts from New Zealand’s contact centre sector, industry associations, and training providers. This process was carried out by email and through face-to-face and online meetings to co-create new contact centre skill standards and consider feedback to ensure the new skill standards would be fit for purpose. Changes were made to the skill standards from feedback and confirmed by the subject matter experts.
All but one of the existing contact centre unit standards are proposed to expire without replacement. Unit standard 31383 has been maintained as it is used in programmes towards the New Zealand Certificate in Emergency Communications Centres (Level 3) with optional strand in Dispatch [Ref: 3020-2], which is scheduled to be reviewed in September 2025. Maintaining this standard will enable learners to complete programmes towards this qualification.
Main changes
· 13 unit standards were set to expire with a last date of assessment of 31 December 2026.
· Unit standard 31383 was rolled over with no changes.
· Four new skill standards were developed that are aligned with the GPOs of qualification Ref: 2303.
Category D unit standards will expire at the end of December 2026
Detailed list of 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 |
D |
|
28269 |
Manage complex interactions in a contact centre |
4 |
5 |
D |
|
28270 |
Develop, apply and maintain knowledge of products and/or services offered by a contact centre |
4 |
5 |
D |
|
28271 |
Demonstrate knowledge of workforce management within a contact centre |
4 |
5 |
D |
|
31379 |
Demonstrate and apply knowledge of quality monitoring in a contact centre |
4 |
4 |
D |
|
31380 |
Support day-to-day operations and resolve interruptions within a contact centre |
4 |
6 |
D |
Service Sector > Contact Centres > Contact Centre Operations
|
ID |
Title |
Level |
Credit |
Review Category |
|
16775 |
Demonstrate and apply knowledge of contact centre technology and systems |
3 |
5 |
D |
|
16777 |
Locate, organise, and utilise information to meet customer requirements in a contact centre |
3 |
5 |
D |
|
16778 |
Establish and maintain effective working relationships in a contact centre and wider organisation |
3 |
5 |
D |
|
28268 |
Communicate with contact centre customers and resolve enquiries |
3 |
15 |
D |
|
31377 |
Demonstrate knowledge of positive interaction skills and a quality framework within a contact centre |
3 |
5 |
D |
|
31378 |
Demonstrate knowledge of how a contact centre customer service agent role fits within an organisation |
3 |
5 |
D |
|
31382 |
Demonstrate knowledge of health and safety requirements in a contact centre work environment |
3 |
5 |
D |
|
40049 |
Use contact centre systems to support and resolve customer interactions |
3 |
10 |
NEW |
|
40050 |
Use business systems and contact centre technology to meet contact centre and organisational objectives |
3 |
15 |
NEW |
|
40051 |
Explain contact centre health and safety, policies and relevant legislation |
3 |
5 |
NEW |
|
40052 |
Provide solutions to contact centre customers |
3 |
15 |
NEW |