Assessment Content
Unit 1: Understanding Contact Centre Operations
1 Contact Centre Operations and Management
2 Providing Reliable Customer Service
3 Acquiring Customers
4 Developing Personal and Organisational Effectiveness
Unit 2: Handling Inbound and Outbound Calls
1 Handling Incoming Calls Requesting Routine Product or Service Advice/Support
2 Handling Inbound Sales Calls
3 Making Outbound Sales Calls
4 Call Handling Techniques
5 Dealing with Challenging Service Situations
6 Actions associated with Call Handling
7 Follow-up Actions to Call Handling
Assessment
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Unit |
Method of Assessment |
Format |
|
Unit 1 |
Multiple-choice test |
30 questions to be completed in 45 minutes |
|
Unit 2 |
Practical Call Handling Assignments |
4 assignments from a total of 6 to be completed in 1 hour |
Level 3 Contact Centre Supervisor Skills
International Certificate with UK National Occupational Standards
Assessment Content
Unit 1: Leading and Managing People and Resources
1 Leading and Developing Contact Centre Teams
2 Staff Resource Planning and People Management
3 Managing the Delivery of Excellent Customer Service
4 Managing Operations and Contact Centre Technologies
Unit 2: Handling Non-Routine and Complex Calls
1 Handling Incoming Calls for Non-Routine Customer Problems/Requests
2 Handling Inbound Sales Calls for Complex or Multiple Products/Services
3 Making Outbound Sales or Service Calls for Complex or Multiple Products/Services
4 Call Handling Techniques
5 Dealing with Challenging Service Situations
6 Actions Associated with Call Handling
7 Follow-up Actions to Call Handling
Assessment
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|
|
|
|
|
|
40 questions to be completed in 1 hour |
|
|
Practical Call Handling Assignments |
6 assignments from a total of 8 to be completed in 1 hour 30 minutes |
