Instil in myself a personal Contact Centre culture

Overview

This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. 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 entry level service within the Contact Centre Industry.

The qualifying learner is capable of identifying and defining what a Contact Centre is, as well as recognising the principles and concepts that underpin it. They understand the benefits of cultivating a Contact Centre culture within themselves and are also able to persuade others of the advantages associated with embracing this culture.

Course Content

  • Contact Centre principals are verbally defined
  • All elements of a Contact Centre are identified
  • A Contact Centre is put into context with other functions
  • Contact Centre principals are verbally defined
  • The components of Contact Centres concepts are defined
  • A commitment to Contact Centre principles is demonstrated
  • Benefits for self are identified and listed.
  • Benefits for self are explained.
  • Benefits for others are identified and listed
  • Benefits for others are explained to others
  • People are influenced towards a Contact Centre culture
  • Non-accredited: Short course only  
  • Duration: 1h 30m
  • Delivery: Classroom/Online/Blended
  • Access Period: 12 Months 
SpecCon Short Course
Scroll to Top