NZQA registered unit standard version 7 Page 1 of 5. Explain and use contact centre equipment and systems

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1 Page 1 of 5 Title Explain and use contact centre equipment and systems Level 3 Credits 5 Purpose This unit standard is for customer service representatives (CSR) who need to understand and use the equipment and systems in a modern contact centre. People credited with this unit standard are able to: explain the use of contact centre technology; operate communication technology in a contact centre; describe the functions that enable the receipt and distribution of interactions in a contact centre; and explain contact centre statistics available to CSRs. Classification Contact Centres > Contact Centre Operations Available grade Achieved Entry information Recommended skills and knowledge Unit 26848, Demonstrate knowledge of legislation applicable to contact centres. Explanatory notes 1 This unit standard has been developed for learning and assessment in the workplace using naturally occurring evidence or under realistic simulation of such a context. Assessment should only occur following a period of practical experience. 2 References Human Rights Act 1993; Privacy Act 1993; and all subsequent amendments and replacements. 3 Definitions ACD Automatic Call Distributor. CLI Caller Line Identification. Contact centre an organisational unit that acts as a focal point for communication between organisations and customers using live voice telephony and/or information technology to meet service purposes. Contact centres exist across a wide range of industries. Examples include banking, insurance, telecommunications, computer companies, retailers and suppliers of services, local government, government agencies, travel industry, market research companies, and charity organisations.

2 Page 2 of 5 Contact centre technology hardware and software technology utilised in the running of a contact centre. Contact management system a system that allows users to store and find contact information. Content management system a system that allows users to create, edit, and publish content. CTI Computer Telephony Integration. CSR Customer Service Representative. Also known as agent, customer care consultant, customer service operator, call centre operator or account manager. GOS/SL Grade of Service/Service Level. Interactions include but are not limited to communication across all types of media used for customer contact in a contact centre such as phone calls, letters, s, webchat, SMS, facsimilies, video calling, blogs, and other social media. IVR Interactive Voice Response. NLSR Natural Language Speech Recognition. Organisational procedures those policies, procedures, and/or guidelines of a real workplace or, in the case of assessment being undertaken in a simulated workplace, they are those of a real workplace that reflect the policies and procedures of the workplace rather than those of the training provider. Presence Technology software that assesses and communicates varying levels of an individual or device s availability. Presence options may include online, busy, on the phone, in a meeting, and may differ depending on the type of organisation and/ or technology used. VoIP Voice over Internet Protocol. SMS Short Message Service, also referred to as text messaging. 4 Statistics relating to performance of contact centre as a whole: Abandonment Rate the percentage of calls/interactions where the customer terminates the contact before being answered. Contact centre Call/Interaction Volume the number of calls/interactions per specified period. CSR Availability the number of CSRs logged on. Occupancy Rate the percentage of time an individual CSR or all CSRs (average) are actively occupied during interaction time and wrap-up time, usually expressed as a percentage of total logged on time. Service Level the percentage of calls/interactions answered within a given time. 5 Statistics relating to the performance of individual CSRs: CSR Adherence to schedule a general term that refers to how well CSRs adhere to their schedules. CSR Call/Interaction Volume the number of calls/interactions handled by CSRs per specified period. CSR Not Ready Time the total time the CSR is unavailable to take calls/interactions when logged on. CSR Wait Time the time between calls/interactions, expressed as end-of-day total or average. Occupancy Rate the percentage of time an individual CSR or all CSRs (average) are actively occupied during interaction time and wrap-up time; usually expressed as a percentage of total logged on time. 6 An ACD system is fundamental to the business of a contact centre, and a CSR must be able to recognise the impact of the system on their work.

3 Page 3 of 5 7 All activities and evidence presented for outcomes and evidence requirements in this unit standard must be in accordance with organisational procedures. Outcomes and evidence requirements Outcome 1 Explain the use of contact centre technology. ACD may include but is not limited to CTI, CLI, IVR, Contact Management System, Content Management System, VoIP, communication systems, call forecasting and scheduling system, predictive dialler, Presence, interaction recording, NLSR, Emergency Response Management System, headset, personal computer. Evidence of five acronyms, five terms and four types of contact centre technologies is required. 1.1 Explain acronyms and terms used in a contact centre. 1.2 Explain the use of contact centre technologies in terms of functions in the contact centre and the impact on the customers. Outcome 2 Operate communication technology in a contact centre. 2.1 Locate and describe organisational policy relating to the use of communication technology. 2.2 Use communication technology. Outcome 3 communication technology may include but is not limited to telephone, letters, s, internet, intranet, webchat, SMS, faxes, video calling, social media. Evidence of four types of communication technology is required. Describe the functions that enable the receipt and distribution of interactions in a contact centre. 3.1 Describe functions that enable the receipt and distribution of interactions in a contact centre and the management of those interactions.

4 Page 4 of 5 functions may include but are not limited to interaction forcing, routing of interactions, queuing and queue display, CSR availability status, post interaction work, interaction volume. Evidence of four functions is required. Outcome 4 Explain contact centre statistics available to CSRs. 4.1 Explain statistics relating to the individual CSR interactions using a sample daily report or reports. statistics may include but are not limited to CSR not ready time, CSR availability, CSR interaction volume, occupancy rate, CSR wait time, CSR adherence to schedule, variance of interactions answered to interactions logged. Evidence of three statistics is required. 4.2 Explain statistics relating to the contact centre s performance and how the CSR contributes to these using a sample organisational report. statistics may include but are not limited to GOS/SL, Contact centre call/interaction volume, abandonment rate, variance of interactions answered to interactions logged and/or received, average speed of answer, customer wait time. Evidence of four statistics is required. Reports may include but are not limited to conversion rate of queue interactions, sales statistics, number of complaints, quality reports, customer satisfaction results. Evidence of three reports is required. Planned review date 31 December 2018 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 25 July December 2011 Review 2 25 February December 2011 Revision 3 3 April December 2011 Review 4 26 July December 2011 Review 5 17 October December 2012 Review 6 9 December December 2017 Review 7 17 April 2014 N/A

5 Page 5 of 5 Consent and Moderation Requirements (CMR) reference 0121 This CMR can be accessed at Please note Providers must be granted consent to assess against standards (accredited) by NZQA, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards. Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards. Requirements for consent to assess and an outline of the moderation system that applies to this standard are outlined in the Consent and Moderation Requirements (CMR). The CMR also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements. Comments on this unit standard Please contact reviewcomments@skills.co.nz if you wish to suggest changes to the content of this unit standard.