Contact Center Services NCII

This course is designed to develop the basic and common knowledge, skills, and attitudes of a Contact Center Services Provider in accordance with industry standards. It covers the basic, common and core competencies. Specifically, it includes competencies such as - communicate effectively in English for customer service, demonstrate ability to effectively engage customers and perform customer service delivery processes.

Course Title:                                CONTACT CENTER SERVICESNC Level: NC II

Nominal Training Hours:              18  Hours   (Basic Competencies) 

                                                      +  18  Hours   (Common Competencies)

                                                        108  Hours   (Core Competencies)

                                                     ---------------------------------------

                                                         144  Hours  -  TOTAL

The CONTACT CENTER SERVICESNC II Qualification consists of competencies that a person must achieve to interact with customers to provide information about products and services.  It also covers handling of customer’s complaints, inbound customer service, order taking and inquiry response handling, and outbound telemarketing.

This Qualification is packaged from the competency map of the Information and Communication Technology Industry (Service sector)

The units of competency comprising this qualification include the following:

Code    BASIC COMPETENCIES

 500311105 Participate in workplace communication

 500311106 Work in a team environment

 500311107 Practice career professionalism

 500311108 Practice occupational health and safety procedures

Code    COMMON COMPETENCIES

ICT315202 Apply quality standards

ICT311203 Perform computer operations

Code     CORE COMPETENCIES

ICT313365 Communicate effectively in English for customer service

ICT313366 Perform customer service delivery processes

ICT313367 Demonstrate ability to effectively engage customers

 Inbound/Outbound Contact Service Agent, including entry-level positions for

Inbound

1.      Sales
2.      Customer service
3.      Technical Support
4.      IT Helpdesk
5.      ICT Senior High Instructor

Outbound

1.      Sales
2.      Survey
3.      Collection
4.      ICT Senior High Instructor

 
BASIC COMPETENCIES   (18 Hours)

Unit of Competency  Learning Outcomes  Methodology  Assessment Approach

1. Participate in workplace communication

1.1 Obtain and convey workplace information.

1.2 Complete relevant work related documents.

1.3 Participate in workplace meeting and discussion.

Group discussion   Interaction

•          Demonstration
•          Observation
•          Interviews/ questioning

2. Work in a team environment

2.1 Describe and identify team role and responsibility in a team
2.2 Describe work as a team 

Discussion

Interaction

•          Demonstration
•          Observation
•          Interviews/ questioning

3. Practice career professionalism

3.1 Integrate personal objectives with organizational goals.

3.2 Set and meet work priorities.

3.3 Maintain professional growth and development.

Discussion

Interaction

•          Demonstration
•          Observation
•          Interviews/ questioning

4. Practice occupational health and safety

4.1 Evaluate hazard and risks

4.2 Control hazards and risks

4.3 Maintain occupational health and safety awareness

 Discussion

Plant tour

Symposium

•          Observation
•          Interview

COMMON COMPETENCIES   (18 Hour)

Unit of Competency Learning Outcomes Methodology Assessment Approach

Apply Quality Standards

 1.1.   Asses quality of received materials

 1.2.   Assess own work

 1.3.   Engage in quality improvement

1.     Field trip
2.     Symposium
3.     Problem solving
4.     Film showing
5.     Simulation
6.     Individualize learning
7.     On the job training

1.     Demonstration and questioning

1.     Observation and questioning

1.     Third party report

2.1.   Plan and prepare for task to be undertaken

2.2.   Input data into computer

2.3.   Access information using computer

2.4.   Produce output/ data using computer system

2.5.   Use basic functions of a www-browser to locate information

2.6.   Maintain computer equipment and systems

1.     Modular
2.     Film showing
3.     Computer based training (e-learning)
4.     Project method
5.     On the job training
6.     Demonstration and questioning
7.     Observation and questioning
8.     Third party report
9.     Assessment of output product
10.     Portfolio
11.     Computer based assessment