Syllabus
Unit One: Principles of personal and organisational effectiveness in a contact centre(F/503/0358)
On completion of this unit you will:
- Understand how to use feedback on performance in a contact centre
- Understand how to improve personal and organisational performance in a contact centre
Unit Two: Principles and processes of health and safety in a contact centre(L/503/0363)
On completion of this unit you will:
- Understand health and safety risk assessment in a contact centre
- Understand compliance monitoring of health and safety requirements in a contact centre
- Understand the principles of health and safety in a contact centre
Unit Three: Principles of personal responsibilities and how to develop and evaluate own performance at work(D/601/7644)
On completion of this unit you will:
- Understand the employment rights and responsibilities of the employee and employer and their purpose
- Understand the purpose of health, safety and security procedures in a business environment
- Understand how to manage own work
- Understand how to evaluate and improve own performance in a business environment
- Understand the types of problems that may occur with own work and how to deal with them
- Understand the decision making process
Unit Four: Principles of sales activities and customer support in a contact centre(J/503/0393)
On completion of this unit you will:
- Understand the process of selling in a contact centre
- Understand the use of contact centre sales data
- Understand how to lead a sales team in a contact centre
- Understand customer complaints and non-compliance issues in a contact centre
Unit Five: Principles of performance management in a contact centre(Y/503/0396)
On completion of this unit you will:
- Understand how to improve the performance of individuals and teams in a contact centre
- Understand performance management in a contact centre