IDENTIFY AND MANAGE AREAS OF CUSTOMER SERVICE IMPACT
![]()
| PURPOSE OF THE UNIT STANDARD |
This unit standard forms part of the qualification, National Diploma in Contact Centre Management at NQF Level 5. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner`s job. This unit standard is intended to enhance the provision of supervision within the Contact Centre Industry.
The qualifying learner is capable of:
- Identifying "touch points" of customers.
- Determining solutions in areas of customer service.
- Actioning changes or improving areas of customer service.
|
| LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 4 or equivalent.
Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 5 or equivalent. |
- This standard applies to Contact Centres that are in-bound and /or out bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate.
- Change agents including internal or external.
- Methodical tools including group techniques, process consultation, team building, plans of action and participative management.
|