Level 3 Use and explain contact centre equipment and systems

Transcription

1 ID Code: F Level 3 Use and explain contact centre equipment and systems Credits 4 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 telephone, fax, , and internet and/or intranet Describe the functions of the ACD system Explain contact centre statistics available to CSRs. Special notes 1. General Information i. 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. ii. The contact centre industry considers the complexity and technology of the contact centre environment to be such that competency in the skills of this unit standard are not able to be fully demonstrated under simulated conditions. Assessment should therefore only be made after a period of practical work experience in a real contact centre. 2. Range statements i. Contact centres exist across a wide range of industries. These includes but are not limited to banking, insurance, telecommunications, computer companies, retailers and suppliers of services, local government, government agencies, travel industry, market research companies, and charity organisations. 3. Definitions i. ACD automatic call distribution. ii. CLI Caller Line Identification. iii. CMS Contact Management System. iv. Company procedures policies, procedures, and/or guidelines currently in use in the contact centre. Botswana Training Authority /10/2016 Page 1 of 5

2 v. 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. vi. CTI Computer Telephony Integration. vii. GOS/SL grade of service/service level. viii. IVR Interactive Voice Response Quality assurance requirements BOTA has established a system for moderating the assessment of candidates against this standard. Assessors of this standard must comply with the requirements of that system. For details contact BOTA (attention Assessment and Moderation Division). Botswana Training Authority /10/2016 Page 2 of 5

3 Elements and Performance Criteria Element 1 Range Explain the use of contact centre technology a minimum of four of CTI, CLI, IVR, CMS, call forecasting and scheduling system, predictive dialler Abbriveations and acronyms are expanded correctly The use of contact centre technology in the workplace is explained in terms of its functions in the contact centre and its impact on the customers. Element 2 Operate telephone, fax, , and internet and/or intranet in a contact centre Workstation telephone is used in accordance with company procedures Fax facility is used in accordance with company procedures facility is used and maintained in accordance with company procedures Internet and/or intranet facilities are used and maintained in accordance with company procedures. Element 3 Describe the functions of the ACD system in a contact centre 3.1. Functions are described in terms of the distribution of calls in the contact centre and the management of those calls, in accordance with company procedures. Botswana Training Authority /10/2016 Page 3 of 5

4 Element 4 Explain contact centre statistics available to CSRs Statistics relating to the individual CSR's calls are explained using a sample daily report Statistics relating to the contact centre s performance are explained using a sample company report. Botswana Training Authority /10/2016 Page 4 of 5

5 Comments on this standard Please contact the Botswana Training Authority attention Training Standards Division for comments and questions on the content of this unit standard. Please note Training institutions and Assessment Centres must be accredited by the Botswana Training Authority for the domain and level of this unit standard before they can register credits for assessment of this unit standard. Accredited Training institutions and assessment centres assessing against this unit standards must engage with the moderation system that applies to this unit standard. Registration Data FIELD Code S Name SERVICES Subfield Code SG Name Contact Centre Domain Code SG01 Name Contact Centre and ICT Unit Standard ID Code F Date first registered 18 Dec 2012 Date this version registered 18 Dec 2012 Anticipated review 18 Dec 2017 Body responsible for review Code TF0021 Name Contact Centre SSTF Document Status FINAL - FINAL Botswana Training Authority /10/2016 Page 5 of 5