Contact Centre. National Occupational Standards May 2011

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1 Contact Centre National Occupational Standards May 2011 Skills CFA 6 Graphite Square, Vauxhall Walk, London SE11 5EE T: F: Skills CFA

2 Contents No. NOS Title Page NO. CFACC1 Improve your personal effectiveness at work in a contact centre 1 CFACC2 CFACC3 Seek opportunities to develop your own personal effectiveness at work in a contact centre Improve organisational effectiveness and personal development in a contact centre CFACC4 Comply with relevant health and safety procedures in a contact centre 14 CFACC5 Monitor health and safety procedures in a contact centre 18 CFACC6 CFACC7 Maintain and implement health and safety procedures in a contact centre Review and develop health and safety policy and procedures in a contact centre CFACC8 Use specific features of contact centre systems and technology 31 CFACC9 Use systems and technology during customer contact in a contact centre CFACC10 Support team use of contact centre systems and technology 39 CFACC11 Manage the use of contact centre systems and technology 44 CFACC12 Develop strategy for contact centre systems and technology 49 CFACC13 Contribute to customer service in a contact centre 53 CFACC14 Deliver customer service through a contact centre 57 CFACC15 Supervise customer service activities in a contact centre team 62 CFACC16 Manage customer service delivery in a contact centre 66 CFACC17 Review and develop customer service procedures for use in a contact centre CFACC18 Contribute to basic sales activities in a contact centre 76 CFACC19 Carry out direct sales activities in a contact centre 80 CFACC20 Lead direct sales activities in a contact centre team 85 CFACC21 Monitor and oversee direct sales activities in a contact centre 90 CFACC22 Manage direct sales operations in a contact centre 95 CFACC23 CFACC24 CFACC25 Communicate information in customer contact through a contact centre Communicate information to customers in different but familiar contexts through a contact centre Communicate complex information to customers through a contact centre Skills CFA

3 CFACC26 Coordinate customer communication processes in a contact centre 112 CFACC27 Contribute to performance management in a contact centre 116 CFACC28 Manage team and individual performance in contact centre operations 121 CFACC29 Develop and enhance performance management in a contact centre 126 CFACC30 Work with others to support customers in a contact centre 131 CFACC31 CFACC32 Provide support through a contact centre for specified services and/or products Support customers and collegues when providing contact centre services CFACC33 Review and maintain customer support operations in a contact centre 145 CFACC34 Manage the provision of customer support through a contact centre 149 CFACC35 Contribute to resource plan development in contact centre operations 154 CFACC36 Manage resource planning and improvement of resource allocation in a contact centre CFACC37 Coordinate resource planning strategy in a contact centre 162 CFACC38 Deal with incidents through a contact centre 166 CFACC39 Manage incidents referred to a contact centre 170 CFACC40 Manage Incident Management Systems in a contact centre 174 CFACC41 Coordinate and develop strategy for incident management by a contact centre Skills CFA

4 CFACC1 Improve your personal effectiveness at work in a contact centre Overview What this unit is about In contact centre work much learning and personal development results from on the job learning activities. In many contact centres you will be helped to develop and work with a personal development plan. You should also take some personal responsibility for your own development and take the initiative to use opportunities that arise to learn more about the job and the work involved. Some learning activities are organised away from the job and clearly contribute to your skills and understanding. Others involve new experiences within your work and rely on feedback which helps you to understand what is expected of you in your work. Teamwork is also a vital part of learning for you and your colleagues. This standard is about the process of personal improvement while doing contact centre work. CFACC1 Improve your personal effectiveness at work in a contact centre 1

5 CFACC1 Improve your personal effectiveness at work in a contact centre Performance criteria You must be able to: Participate in development activities to improve your personal effectiveness at work P1 Identify development activities available to you to improve personal performance P2 Agree with a colleague who has responsibility for your development a programme of learning activities to support your contact centre work P3 Take part in agreed personal development activities P4 Receive feedback after participating in learning activities P5 Apply learning and feedback received in specific learning activities in the workplace You must be able to: Work with others in a contact centre team to improve your own performance P6 Identify how everyday work in a team leads to learning and personal development P7 Participate in teamwork including new tasks that provide on-the-job learning opportunities P8 Work with colleagues to identify learning and personal development resulting from on-the-job learning activities P9 Receive feedback on your personal performance to plan further learning steps You must be able to: Assess your personal effectiveness and agree learning actions for improvement P10 Review your own strengths and weaknesses in skills and knowledge for contact centre work P11 Identify strengths that you should build on and areas for development where you need support and guidance P12 Agree learning actions you can take to tackle your priority learning and personal development activities in contact centre work CFACC1 Improve your personal effectiveness at work in a contact centre 2

6 CFACC1 Improve your personal effectiveness at work in a contact centre Knowledge and understanding You need to know and understand: K1 K2 K3 K4 K5 K6 K7 K8 K9 Organisational procedures and guidelines for basic contact centre tasks Basic information about services and products offered or supported by the contact centre Outlines of regulations and legislation that impact on operations in the contact centre What off-the-job development activities are available and where to find them to improve your personal performance The importance of involving a colleague with authority when making personal development plans The importance of feedback when deciding on your learning needs and identifying progress in personal development Ways in which teamwork in your contact centre offers opportunities for learning and personal development Techniques for reviewing your own strengths and weaknesses in contact centre work How to establish priorities for your learning and personal development K10 The reasons why actions on learning activities should be agreed with somebody with appropriate authority CFACC1 Improve your personal effectiveness at work in a contact centre 3

7 CFACC1 Improve your personal effectiveness at work in a contact centre Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date Validity Status Originating organisation Original URN Relevant occupations 2014 Current Original Skills CFA CC1 Operator, centre, contact, Adviser, Agent Suite Contact Centre 2011 Key words Contact Centre, development activities, personal effectiveness, learning, personal development, performance, feedback, working with colleagues CFACC1 Improve your personal effectiveness at work in a contact centre 4

8 CFACC2 Seek opportunities to develop your own personal effectiveness at work in a contact centre Overview What this standard is about Skills and knowledge needed to work competently in different roles in a contact centre are complex and are constantly changing. They cover a wide range of areas. As your role develops you need to develop your own skills and knowledge which involves a proactive approach in looking for opportunities to take relevant and effective learning actions. Effective learning involves obtaining feedback on your personal performance from a variety of sources and interpreting what that feedback means for you. You need to make proper use of the feedback to improve your own effectiveness. This standard is about the process in which you take a lead on moving your own personal and organisational effectiveness in contact centre work. CFACC2 Seek opportunities to develop your own personal effectiveness at work in a contact centre 5

9 CFACC2 Seek opportunities to develop your own personal effectiveness at work in a contact centre Performance criteria You must be able to: Identify and participate in relevant development activities P1 Assess your personal strengths and weaknesses in the skills and knowledge you need for your role in the contact centre P2 Identify and prioritise areas for personal development in order to seek relevant development activities P3 Participate in development activities to develop your skills and knowledge for your contact centre role P4 Identify and implement action for using your learning in your job role in the contact centre Seek opportunities to obtain feedback on your performance at work in the contact centre P5 Identify different sources of feedback that will help you to develop your own and organisational effectiveness P6 Select ways to obtain feedback from different sources about your own and organisational effectiveness P7 Collect feedback from different sources about your own and organisational effectiveness P8 Analyse feedback about your own and organisational effectiveness Use feedback to improve your own and organisational effectiveness in the contact centre P9 Use analysis of feedback to identify areas for improvement in your own and organisational effectiveness in contact centre work P10 Agree with colleagues actions you will take resulting from your use of feedback P11 Take actions based on feedback you have obtained to improve your own and organisational performance CFACC2 Seek opportunities to develop your own personal effectiveness at work in a contact centre 6

10 CFACC2 Seek opportunities to develop your own personal effectiveness at work in a contact centre Knowledge and understanding You need to know and understand: K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 K12 The services and products offered or supported by the contact centre Organisational procedures and guidelines for contact centre operations Organisational requirements and external regulation and legislation that impact on contact centre operations The importance of taking personal responsibility for your own development Techniques for self-assessment to identify personal strengths and weaknesses in a job role Ways to prioritise actions that develop your personal and organisational effectiveness Ways to transfer your learning in development activities into your job role in the contact centre Different sources of feedback that will help you to develop your personal and organisational effectiveness Ways to access feedback from different sources Methods for analysing feedback about personal and organisational effectiveness The importance of agreeing with colleagues actions that result from analysis of feedback Techniques for setting and regular collection of feedback from different sources CFACC2 Seek opportunities to develop your own personal effectiveness at work in a contact centre 7

11 CFACC2 Seek opportunities to develop your own personal effectiveness at work in a contact centre Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date Validity Status Originating organisation Original URN Relevant occupations 2014 Current Original Skills CFA CC2 Operator, centre, contact, Adviser, Agent Suite Contact Centre 2011 Key words Contact Centre, development activities, personal effectiveness, learning, personal development, performance, feedback CFACC2 Seek opportunities to develop your own personal effectiveness at work in a contact centre 8

12 CFACC3 Improve organisational effectiveness and personal development in a contact centre Overview What this standard is about Personal development and your contribution to organisational effectiveness are important components of organisational performance and improvement. This involves taking learning opportunities and obtaining and using feedback. More senior colleagues such as team leaders are expected to take ownership of their own learning and development. They may also be expected to contribute to buddying and coaching of less experienced colleagues. Those less experienced staff are expected to participate in learning activities and to use feedback in their own way. The overall pattern of personal development and contribution to organisational effectiveness must be organised as must formal feedback and development of procedures to encourage development. CFACC3 Improve organisational effectiveness and personal development in a contact centre 9

13 CFACC3 Improve organisational effectiveness and personal development in a contact centre Performance criteria You must be able to: Organise individual and team development activities in a contact centre P1 Assess individual and team personal development needs in a contact centre P2 Collate information on individual and team personal development needs to identify common themes P3 Identify existing development activities that might meet the personal development needs revealed by your assessment of needs P4 Identify options for other activities that will meet development needs revealed by your assessment of needs P5 Oversee the preparation of individual and team development plans for work in a contact centre Organise feedback collection to support personal development and organisational effectiveness in a contact centre P6 Identify opportunities to obtain feedback for individuals and teams in a contact centre P7 Organise opportunities for individuals and teams to obtain feedback without interruption to service in a contact centre P8 Monitor feedback collection to ensure that contact centre colleagues have access to information about their personal development and organisational effectiveness needs P9 Work with colleagues to identify opportunities for personal development and improvements in organisational effectiveness based on feedback P10 Oversee use of feedback by colleagues and teams to ensure that it is active and relevant to the contact centre Promote and support actions to improve organisational effectiveness in contact centre operations P11 Update and maintain procedures to encourage suggestions for improvements P12 Ensure that colleagues are aware of procedures to make suggestions for improvements in contact centre operations CFACC3 Improve organisational effectiveness and personal development in a contact centre 10

14 CFACC3 Improve organisational effectiveness and personal development in a contact centre P13 Work with colleagues to establish priorities in suggestions for improvements in contact centre operations P14 Make recommendations to those with appropriate authority regarding suggestions for improvements in contact centre operations CFACC3 Improve organisational effectiveness and personal development in a contact centre 11

15 CFACC3 Improve organisational effectiveness and personal development in a contact centre Knowledge and understanding You need to know and understand: K1 The services and products offered or supported by the contact centre K2 Organisational procedures and guidelines for contact centre operations K3 Organisational requirements and external regulation and legislation that impact on contact centre operations K4 Techniques for assessment of team and individual personal development needs K5 Ways to identify common themes in personal development needs K6 Sources of information about available development activities that are relevant to contact centre operations K7 Techniques for preparing personal development plans relevant to contact centre operations K8 Techniques for developing team development plans relevant to contact centre operations K9 Sources of feedback for contact centre staff including feedback from customers and feedback from colleagues K10 The importance of combining routine feedback with occasional feedback to identify improvement opportunities K11 Techniques for encouraging suggestions for improvements in contact centre operations K12 Techniques for prioritising actions which encourage suggestions for improvements in contact centre operations K13 The importance of presenting suggestions for improvements to contact centre operations to the right people and persuasively CFACC3 Improve organisational effectiveness and personal development in a contact centre 12

16 CFACC3 Improve organisational effectiveness and personal development in a contact centre Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date Validity Status Originating organisation Original URN Relevant occupations Suite Key words 2014 Current Orginal Skills CFA CC3 Operator, centre, contact, Adviser, Agent Contact Centre Contact Centre, development activities, personal effectiveness, organisational effectiveness, learning, personal development, team development, performance, feedback CFACC3 Improve organisational effectiveness and personal development in a contact centre 13

17 CFACC4 Comply with relevant health and safety procedures in a contact centre Overview What this standard is about Work in a contact centre is subject to relevant health and safety regulation and legislation. The Health and Safety at Work Act sets out the general duties of employers and employees for protecting and promoting the health and safety of workers, customers and the public. This standard is about what you must do to ensure that you always comply with the legal requirements of health and safety when working in a contact centre. CFACC4 Comply with relevant health and safety procedures in a contact centre 14

18 CFACC4 Comply with relevant health and safety procedures in a contact centre Performance criteria You must be able to: Comply with your organisation s health and safety procedures P1 Identify your organisation s health and safety procedures relevant to your job role P2 Follow your organisation s health and safety procedures for the use of computer equipment P3 Use equipment required by your organisation when you carry out health and safety procedures P4 Follow your organisation s procedures to avoid electrical hazards P5 Follow organisational and manufacturer instructions for the use of equipment and tools Minimise health and safety risks related to your job role P6 Identify the key health and safety risks identified with your job P7 List your duties and responsibilities for minimising the health and safety risks in your job P8 Check organisational procedures to ensure that you are fulfilling your responsibilities for health and safety P9 Keep your work area clean and tidy to minimise health and safety risks P10 dentify actions you should take if health and safety risks are not being minimised in your organisation P11 Take action to deal with actions you have identified CFACC4 Comply with relevant health and safety procedures in a contact centre 15

19 CFACC4 Comply with relevant health and safety procedures in a contact centre Knowledge and understanding You need to know and understand: K1 Your organisation s health and safety procedures that are relevant to your job role K2 How to use computer equipment needed for your job safety K3 The purpose of equipment and how to use it for your personal safety K4 Electrical hazards that may be associated with your job K5 Lifting and handling techniques that may be needed in your job K6 Organisational and manufacturer instructions for using tools and equipment needed in your job K7 The key health and safety hazards associated with your job K8 Your duties and responsibilities for minimising health and safety risks in your job K9 Common health and safety standards in the workplace including excessive noise, prolonged use of display screens and hazardous substances K10 The importance of keeping your work area clean and tidy in order to minimise health and safety risks K11 What action to take if health and safety risks are not minimised in your work area K12 The difference between hazards and risks in your work area CFACC4 Comply with relevant health and safety procedures in a contact centre 16

20 CFACC4 Comply with relevant health and safety procedures in a contact centre Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date 2014 Validity Status Originating organisation Original URN Relevant occupations Current Original Skills CFA N/A Operator, centre, contact, Adviser, Agent Suite Contact Centre 2011 Key words Contact Centre, health and safety procedures, health and safety risks and hazards, regulatory requirements CFACC4 Comply with relevant health and safety procedures in a contact centre 17

21 CFACC5 Monitor health and safety procedures in a contact centre Overview What this standard is about Work in a contact centre is subject to relevant health and safety regulation and legislation. Everybody has individual responsibility to protect the health and safety of colleagues, customers, the public and themselves. Health and safety systems and activities must be monitored to ensure that all appropriate actions are being taken. Monitoring must include checks that the organisation is complying with regulations and organisational procedures to meet specific health and safety needs. Monitoring activities must include guidance for colleagues on the steps that need to be taken to meet health and safety requirements. CFACC5 Monitor health and safety procedures in a contact centre 18

22 CFACC5 Monitor health and safety procedures in a contact centre Performance criteria You must be able to: Carry out health and safety risk assessments P1 Identify work activities that should be subjected to a risk assessment P2 Follow your organisation s procedures for risk assessment P3 Assess the probability and consequences of specific risks you have identified P4 Make recommendations for actions resulting from your risk assessment P5 Communicate the findings and recommendations of your risk assessment to all who need to know Monitor compliance with health and safety procedures P6 Identify health and safety procedures relevant to your area of responsibility P7 Make a plan to carry out checks on compliance with health and safety procedures P8 Carry out routine checks on compliance with health and safety procedures P9 Carry out spot checks on compliance with health and safety procedures P10 Communicate the results of your findings regarding health and safety requirements to appropriate colleagues Provide guidance to colleagues on health and safety P11 Identify colleagues who need information and advice on health and safety P12 Identify the requirements in health and safety procedures that are specific to the contact centre jobs of your colleagues P13 Summarise the key messages and information your colleagues need about health and safety requirements P14 Choose an appropriate method for communicating information about health and safety to colleagues P15 Communicate appropriate guidance and information about health and safety to colleagues CFACC5 Monitor health and safety procedures in a contact centre 19

23 CFACC5 Monitor health and safety procedures in a contact centre Knowledge and understanding You need to know and understand: K1 How to find the appropriate detail of regulation and legislation in a contact centre K2 Health and safety regulations and legislation that are specific to contact centres and how they apply to work in the area you are responsible for K3 How to identify activities and events in contact centres that require risk assessment K4 Your organisation s procedures for health and safety risk assessment of activities and events in contact centres K5 How to identify hazards and estimate probability during risk assessment and how to present the consequences of the risks identified K6 Different options for actions to mitigate health and safety risks in contact centres K7 Ways to communicate findings and recommendations on risk assessments to colleagues K8 Your organisation s procedures for health and safety risk assessment K9 How to carry out routine and spot checks on health and safety procedures K10 How to summarise key points and messages for guidance to colleagues on health and safety K11 The place of health and safety risk assessments within general health and safety audits CFACC5 Monitor health and safety procedures in a contact centre 20

24 CFACC5 Monitor health and safety procedures in a contact centre Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date Validity Status Originating organisation Original URN Relevant occupations 2014 Current Original Skills CFA N/A Operator, centre, contact, Adviser, Agent Suite Contact Centre 2011 Key words Contact Centre, health and safety procedures, health and safety risk assessments, monitoring, guidance, regulatory requirements CFACC5 Monitor health and safety procedures in a contact centre 21

25 CFACC6 Maintain and implement health and safety procedures in a contact centre Overview What this standard is about Contact centres have systems and procedures to ensure that they comply with health and safety regulation and legislation. Those systems and procedures must be managed and maintained. Health and safety systems and procedures are put in place to protect employees, customers and members of the public so the management of those systems is extremely important to the organisation overall. CFACC6 Maintain and implement health and safety procedures in a contact centre 22

26 CFACC6 Maintain and implement health and safety procedures in a contact centre Performance criteria You must be able to: Review and update health and safety procedures P1 Schedule health and safety risk assessments and audits to ensure compliance with regulation and legislation P2 Review results of risk assessments and health and safety audits to assess the effectiveness of your organisation s procedures P3 Review contact centre operations and operational needs that may be affected by health and safety requirements P4 Analyse your observations of health and safety procedures and contact centre operational needs to identify options for updating procedures P5 Identify options for improving health and safety procedures P6 Analyse the benefits and drawbacks of each option for contact centre operations to improve health and safety procedures Recommend actions to improve health and safety procedures while complying with health and safety requirements P7 Evaluate each option for actions to update and improve health and safety procedures to meet contact centre operational needs P8 Check health and safety requirements for a contact centre environment P9 Check compliance with health and safety procedures P10 Select actions to improve health and safety procedures and the contact centre business case for doing so P11 Present your recommendations for actions to improve health and safety procedures Implement actions to improve health and safety procedures P12 Develop a detailed plan for implementing the recommended actions to improve health and safety procedures P13 Brief colleagues responsible for implementation and consult them on the likely effects for contact centre operations P14 Communicate plans for changes to health and safety procedures to all involved in their implementation P15 Monitor contact centre operational effects of changes in health and CFACC6 Maintain and implement health and safety procedures in a contact centre 23

27 CFACC6 Maintain and implement health and safety procedures in a contact centre safety procedures P16 Review contact centre operational effects of changes in health and safety procedures P17 Make any appropriate adjustments to changed health and safety procedures following review of contact centre operational effects CFACC6 Maintain and implement health and safety procedures in a contact centre 24

28 CFACC6 Maintain and implement health and safety procedures in a contact centre Knowledge and understanding You need to know and understand: K1 K2 K3 K4 K5 K6 K7 K8 K9 K10 K11 Your organisation s health and safety systems and procedures Contact centre operational requirements that are influenced by health and safety procedures Health and safety regulations and legislation relevant to contact centres How to schedule risk assessments and health and safety audits following organisational procedures The importance of matching operational needs of a contact centre with health and safety requirements when reviewing health and safety procedures Methods of identifying benefits and drawbacks of proposed actions to improve health and safety procedures Ways to check for health and safety compliance in contact centres Techniques for presenting management recommendations for improvements in systems and procedures What to include in a detailed plan for implementation of changes in health and safety systems and procedures Techniques for briefing colleagues about changes in procedures Methods for monitoring the effects of changes in health and safety procedures CFACC6 Maintain and implement health and safety procedures in a contact centre 25

29 CFACC6 Maintain and implement health and safety procedures in a contact centre Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date 2014 Validity Status Originating organisation Original URN Relevant occupations Current Original Skills CFA N/A Operator, centre, contact, Adviser, Agent Suite Contact Centre 2011 Key words Contact Centre, health and safety procedures, health and safety systems, regulatory requirements CFACC6 Maintain and implement health and safety procedures in a contact centre 26

30 CFACC7 Review and develop health and safety policy and procedures in a contact centre Overview What this standard is about Contact centres have systems and procedures to ensure that they comply with health and safety regulation and legislation. Those systems and procedures are guided by policies that seek to balance the business needs of the contact centre with the requirements of health and safety legislation. Policies and procedures must be reviewed and developed from time to time and, if appropriate, adjusted to reflect changes in regulatory and legal requirements while meeting operational needs in a contact centre. CFACC7 Review and develop health and safety policy and procedures in a contact centre 27

31 CFACC7 Review and develop health and safety policy and procedures in a contact centre Performance criteria You must be able to: Review health and safety compliance actions in a contact centre P1 Oversee formal health and safety risk assessments to formulate a strategic view of the organisation s risks P2 Define requirements for formal risk assessments and health and safety audits which comply with regulations and meet operational needs P3 Define and implement procedures for monitoring risk assessments and health and safety audits P4 Analyse results of health and safety compliance monitoring balancing compliance with Contact centre business needs P5 Identify observations from monitoring health and safety compliance which indicate the need for changes Support the development of health and safety policy P6 Match current health and safety policy with contact centre business strategy to identify potential benefits and drawbacks of changes P7 Consult appropriate colleagues to establish their view of current policy and the implications of any changes P8 Review current health and safety procedures to assess their match with business and compliance requirements P9 Construct a business case for policy changes or for no change P10 Negotiate appropriate changes or the case for no change in health and safety policy with stakeholders Review and update health and safety procedures to meet business needs in a Contact centre P11 Identify key business needs that must be served by health and safety procedures P12 Identify key health and safety regulation and legislation that relates particularly to contact centres P13 Analyse agreed organisational policies on health and safety to assess implications for health and safety procedures P14 Contribute to the development of health and safety procedures that match policies and meet business needs CFACC7 Review and develop health and safety policy and procedures in a contact centre 28

32 CFACC7 Review and develop health and safety policy and procedures in a contact centre Knowledge and understanding You need to know and understand: K1 Health and safety regulation and legislation with particular reference to contact centres K2 Your organisation s health and safety policies and procedures K3 Your organisation s business aims and needs that may be affected by health and safety policies and procedures K4 How to review health and safety risk assessments K5 The components of a health and safety audit and what makes an audit effective K6 How health and safety procedures are defined and implemented in contact centres K7 The importance of balancing health and safety requirements with contact centre business requirements K8 How to identify potential benefits and drawbacks of changes to health and safety policies K9 Methods of consulting manager colleagues about policy changes K10 The key components of a business case for change or no change K11 Techniques for negotiating policy changes with senior colleagues CFACC7 Review and develop health and safety policy and procedures in a contact centre 29

33 CFACC7 Review and develop health and safety policy and procedures in a contact centre Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date Validity Status Originating organisation Original URN Relevant occupations 2014 Current Original Skills CFA N/A Operator, centre, contact, Adviser, Agent Suite Contact Centre 2011 Key words Contact Centre, health and safety procedures, health and safety compliance actions, health and safety policy, regulatory requirements CFACC7 Review and develop health and safety policy and procedures in a contact centre 30

34 CFACC8 Use specific features of contact centre systems and technology Overview What this standard is about Contact centres use a variety of technology systems when dealing with customers. Computing, telephony and information management all play a part. To deal with simple customer contacts or to access simple information you are likely to have limited access to those systems and need to be familiar with their use for very specific purposes. CFACC8 Use specific features of contact centre systems and technology 31

35 CFACC8 Use specific features of contact centre systems and technology Performance criteria You must be able to: Recognise the basic customer contacts handled by the contact centre P1 Identify the categories of contact that you are authorised to handle and who to pass other contacts on to P2 Identify what you need to do if contact with the customer becomes too complex or difficult to respond to P3 Describe the steps in organisational procedures and guidelines needed to complete each type of contact P4 Identify the organisational systems and technology that support your handling of contacts Use contact centre systems and technology to carry out basic customer contact tasks P5 Log into the appropriate technology system to deal with basic customer contacts P6 Follow defined pathways through the technology system to complete basic customer contact tasks P7 Use features of the telephony contact handling system to control basic customer contacts P8 Locate information on the system needed to complete a customer contact P9 Identify who you would need to refer to if you cannot complete the customer contact P10 Input information to the system following organisational procedures P11 Establish customer identity from information they give and validate it using information from the system P12 Identify who you would need to refer to if the information given cannot be validated CFACC8 Use specific features of contact centre systems and technology 32

36 CFACC8 Use specific features of contact centre systems and technology Knowledge and understanding You need to know and understand: K1 Basic information about the services and/or products offered or supported by the contact centre K2 Regulation and legislation relevant to the contact centre s work with customers K3 Organisational procedures and guidelines for handling basic customer contacts K4 Which contacts you are authorised to handle K5 Who to pass contacts on to if they are outside of your authority limits K6 Procedures for logging on to the technology systems that you use K7 How to respond to prompts from the system indicating the pathway to be followed K8 Techniques for locating information on the contact centre system K9 Procedures for identification and validation of customer identity K10 Use of telephone equipment to handle contacts CFACC8 Use specific features of contact centre systems and technology 33

37 CFACC8 Use specific features of contact centre systems and technology Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date Validity Status Originating organisation Original URN Relevant occupations 2014 Current Original Skills CFA N/A Operator, centre, contact, Adviser, Agent Suite Contact Centre 2011 Key words Contact Centre, customer contact, contact centre systems, contact centre technology CFACC8 Use specific features of contact centre systems and technology 34

38 CFACC9 Use systems and technology during customer contact in a contact centre Overview What this standard is about Contact centres use a variety of systems and technology to handle contacts with customers. Using that technology is one of the main skills for handling a full range of routine customer contacts. You need to use many features of the systems and technology. You also need to draw down information from the system to generate simple and defined reports. As an agent in a contact centre use of the technology is a key part of the job. CFACC9 Use systems and technology during customer contact in a contact centre 35

39 CFACC9 Use systems and technology during customer contact in a contact centre Performance criteria You must be able to: Use features of systems and technology to handle customer contacts with a contact centre P1 Handle contacts identified by the contact distribution system P2 Access customer information through the system in accordance with organisational procedures P3 Use available contact handling systems to deal with customers efficiently and effectively P4 Make adjustment to individual system settings for communication with customers through telephony, web technology, radio or other interactive functionality P5 Use available technology appropriately by making choices between different functionality to enhance customer service P6 Explain the benefits of different technology systems for customers in order to communicate clearly why you are taking various actions Report on customer and contact handling information using pre-defined formats P7 Identify customer and contact handling information that is needed for personal work planning or organisational reporting P8 Agree organisational report needs with a team leader or other person with appropriate authority P9 Make appropriate adjustments to pre-defined report formats to ensure that outputs are as required P10 Use available software functionality to produce pre-defined customer information and contact handling reports P11 Check report results for general sense before making full use of them CFACC9 Use systems and technology during customer contact in a contact centre 36

40 CFACC9 Use systems and technology during customer contact in a contact centre Knowledge and understanding You need to know and understand: K1 Organisational requirements and external regulation or legislation that impact on contact centre operations K2 Organisational procedures and guidelines for customer contact handling K3 Organisational procedures for customer identification and identity validation K4 The purpose of contact distribution systems and how your own organisation s system works K5 Features of your organisation s customer information systems that enable you to deal with customers effectively and efficiently K6 System settings that enable you to access different interactive functionality K7 How to make choices between different interactive functionality to optimise customer service K8 The benefits of different technology for customers K9 Ways to identify information that is needed in reports for personal planning or organisational feedback K10 The importance of agreeing report content with an appropriate person K11 The importance of checking report output for general overall sense before use CFACC9 Use systems and technology during customer contact in a contact centre 37

41 CFACC9 Use systems and technology during customer contact in a contact centre Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date Validity Status Originating organisation Original URN Relevant occupations 2014 Current Original Skills CFA N/A Operator, centre, contact, Adviser, Agent Suite Contact Centre 2011 Key words Contact Centre, customer contact, contact centre systems, contact centre technology, customer contact reports CFACC9 Use systems and technology during customer contact in a contact centre 38

42 CFACC10 Support team use of contact centre systems and technology Overview What this standard is about Contact centres use a variety of systems and technology to handle contacts with customers. Agents and trainees make use of the basic features of those systems sometimes with some simple variations and adjustments. They need support to have access to the more complex features and systems use by the contact centre. They also need somebody within the team who can make longer term modifications to system configuration and can carry forward suggestions for potential system enhancements. CFACC10 Support team use of contact centre systems and technology 39

43 CFACC10 Support team use of contact centre systems and technology Performance criteria You must be able to: Use and provide guidance for colleagues on contact centre systems and technology P1 Carry out all standard contact handling tasks making efficient and effective use of systems and technology P2 Access complex customer information through the customer relationship management (CRM) system P3 Respond to colleagues queries about problems with contact handling or CRM information P4 Carry out buddying or coaching activities with colleagues to develop their understanding of contact centre systems and technology P5 Support colleagues to develop their understanding of customer benefits from different system functions Produce new and pre-defined reports P6 Identify and agree with colleagues customer and contact information that is needed as report output from the system P7 Support colleagues by developing their understanding of checks and adjustments needed for pre-defined reports P8 Identify contact metrics to be included in reports that will contribute to organisational understanding of contact patterns and significance P9 Design new reports for production on the system P10 Manipulate data to make for the most effective presentation in reports Adjust system parameters to optimise performance P11 Change routing rules to adjust contact priorities subject to resource availability and customer expectations P12 Predict the effects of alterations to applications and systems P13 Identify data flow changes resulting from adjustments and alterations to the systems P14 Identify the benefits and drawbacks of changes to different routing parameters P15 Use predictive contact queuing to manage contacts efficiently and effectively CFACC10 Support team use of contact centre systems and technology 40

44 CFACC10 Support team use of contact centre systems and technology Identify and report potential systems enhancements P16 Work with colleagues to identify areas where a system may benefit from modification or enhancement P17 Evaluate the potential benefits from system modifications or enhancements against the resource cost of implementation P18 Make recommendations for further investigation into possible system modifications or enhancements CFACC10 Support team use of contact centre systems and technology 41

45 CFACC10 Support team use of contact centre systems and technology Knowledge and understanding You need to know and understand: K1 The services and/or products offered or supported by the contact centre K2 Organisational requirements and external regulation or legislation that impact on contact agent work K3 Organisational procedures and guidelines for contact agent work and the configuration of system parameters K4 The range of contact information available through the CRM system K5 Buddying and coaching techniques for helping colleagues to develop their contact centre knowledge and skills K6 Benefits of different system functions K7 The importance of contact centre metrics in the reporting of contact centre activities K8 The importance of overall checking of report output for general sense before use K9 Techniques for new report design as output from a contact centre system K10 Options for data manipulation during the production of contact centre system reports K11 Routing rule options including predictive wait time, agent skills base, workload, time of day, day of the week and contact location K12 The benefits and drawbacks of different routing parameters K13 Options for predictive contact queuing to manage contact distribution K14 How to identify areas where a system may benefit from modification or enhancement K15 The importance of presenting recommendations for modifications or enhancements with evidence of potential benefits and resource implications CFACC10 Support team use of contact centre systems and technology 42

46 CFACC10 Support team use of contact centre systems and technology Developed by Skills CFA Version number 1.0 Date approved May 2011 Indicative review date Validity Status Originating organisation Original URN Relevant occupations 2014 Current Original Skills CFA N/A Operator, centre, contact, Adviser, Agent Suite Contact Centre 2011 Key words Contact Centre, customer contact, contact centre systems, contact centre technology, system guidance, reporting, system parameters, system enhancements, supporting colleagues CFACC10 Support team use of contact centre systems and technology 43

47 CFACC11 Manage the use of contact centre systems and technology Overview What this standard is about Contact centres use a variety of systems and technology to handle contacts with customers. Operational use of the systems and technology is carried out by agents and team leaders. Some have authority to adjust parameters and make decisions about routing to ensure that service is effective and efficient. They may also make recommendations about more fundamental modifications and enhancements which are considered by those with authority in that area. Overall systems and technology must be managed by coordinating output, supporting staff, monitoring report output, considering enhancements and managing system development. CFACC11 Manage the use of contact centre systems and technology 44

48 CFACC11 Manage the use of contact centre systems and technology Performance criteria You must be able to: Control contact centre systems and technology operations P1 Monitor effectiveness of use of systems through performance metrics P2 Monitor production of routine and specialist reports P3 Assess individual and team support needed for effective use of systems and technology P4 Organise activities to develop individual and team skills in use of systems and technology Update and define system configuration parameters to optimise performance P5 Review monitoring reports and metrics to identify opportunities to improve system performance P6 Review current configuration parameters against performance metrics P7 Identify options for changes to system configuration to improve performance P8 Work with colleagues to identify practical opportunities for system improvement through configuration parameter changes P9 Select and implement configuration parameter changes to improve performance Define system parameters to optimise performance P10 Set routing rules to establish contact priorities which meet customer expectations with normal resource availability P11 Analyse the effects of alterations to applications and systems P12 Identify data flows between one system and another P13 Identify the benefits and drawbacks of different routing parameters P14 Establish predictive contact queuing rules to manage contacts efficiently and effectively Develop policy for continuity and on-going development of systems P15 Identify and agree organisational policy for operational continuity of systems P16 Review systems and technology to identify opportunities for system CFACC11 Manage the use of contact centre systems and technology 45

49 CFACC11 Manage the use of contact centre systems and technology enhancements P17 Use review information to devise detailed operational continuity plans for systems P18 Contribute to the development of organisational policy for operational continuity of systems CFACC11 Manage the use of contact centre systems and technology 46

50 CFACC11 Manage the use of contact centre systems and technology Knowledge and understanding You need to know and understand: K1 The services and/or products offered or supported by the contact centre K2 Organisational procedures and guidelines for front line delivery of contact centre service K3 The service offer of the contact centre and the boundaries placed on that offer K4 External regulation and legislation that impact on the operations of the contact centre and its systems K5 Options for routing rules and other system configurations that can be used to improve service K6 Techniques for assessing individual and team needs for support in the delivery of contact centre services K7 Options for activities to develop team and individual skills K8 Performance metrics that are clear indicators of efficiency and effectiveness in contact centre operations K9 System configuration parameters and how they can be used to improve efficiency and effectiveness K10 The importance of clear organisational policies on continuity and ongoing development of systems K11 Risk assessment techniques that can be applied to systems and technology K12 The importance of effective decision pathway analysis in contact centre system design CFACC11 Manage the use of contact centre systems and technology 47

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