Level 1 Certificate in Contact Centre Skills

(2697 01) www.cityandguilds.com September 2007 Version 1.0 Qualification handbook

QCA ref: 500/2988/5

About City & Guilds City & Guilds is the UK’s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. City & Guilds Group The City & Guilds Group includes ILM (the Institute of Leadership & Management) providing management qualifications, learning materials and membership services and NPTC which offers land-based qualifications and membership services. City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. Equal opportunities City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement Access to assessment and qualifications is available on the City & Guilds website. Copyright The content of this document is, unless otherwise indicated, © The City and Guilds of London Institute 2005 and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and learners studying for City & Guilds qualifications may photocopy this document free of charge and/or include a locked PDF version of it on centre intranets on the following conditions:

• centre staff may copy the material only for the purpose of teaching learners working towards a City & Guilds qualification, or for internal administration purposes

• learners may copy the material only for their own use when working towards a City & Guilds qualification

• the Standard Copying Conditions on the City & Guilds website. Please note: National Occupational Standards are not © The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Publications City & Guilds publications are available on the City & Guilds website or from our Publications Sales department at the address below or by telephoning +44 (0)20 7294 2850 or faxing +44 (0)20 7294 3387. Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds’ products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)20 7294 2800 www.cityandguilds.com F +44 (0)20 7294 2400 enquiry@cityandguilds.com

Level 1 Certificate in Contact Centre Skills (2697 - 01) Qualification handbook

www.cityandguilds.com September 2007 Version 1.0

3

This page is intentionally blank

4

Contents

1 About this document 7 2 About the Level 1 Certificate in Contact Centre Skills 8 2.1 Aim of the qualification 8 2.2 The structure of the qualification 9 2.3 Relevant sources of information 10 3 Candidate entry and progression 11 4 Centre requirements 12 4.1 Obtaining centre and qualification approval 12 4.2 Resource requirements 14 4.3 Registration and certification 15 4.4 Quality assurance 16 5 Course design and delivery 19 6 Assessment 22 6.1 Summary of assessment requirements 22 6.2 Test Specifications 23

7 Units 28 Unit 001 Understanding of Health, Safety and Customer Care 28 Unit 002 Make and Receive Calls Using Organisational Systems and Equipment 32

5

This page is intentionally blank

6

1 About this document

This document contains the information that centres need to offer the following certificate:

Level 1 Certificate in Contact Centre Skills City & Guilds qualification number 2697-01 QCA accreditation number 500/2988/5

This document includes details and guidance on:

• centre resource requirements • candidate entry requirements • information about links with, and progression to, other qualifications • qualification standards and specifications • assessment requirements

7

2 About the Level 1 Certificate in Contact Centre Skills 2.1 Aim of the qualification

This qualification is a vocationally related qualification (VRQ) which is aimed at those learners who would like to develop their skills to enter the contact centre sector. The certificate is also suitable to up grade customer care and telephone skills for any sector. It is a flexible qualification that can be delivered in a variety of ways to meet the needs of learners. This vocationally related qualification has been designed by City & Guilds in order to: • support Government initiatives towards the National Qualifications Framework (NQF). For

further information on the NQF, visit the QCA websites www.qca.org.uk and www.openquals.org.uk

• allow candidates to learn, develop and practice the skills required for employment and/or career progression in the Contact Centre sector

• allow candidates to develop their customer care skills and telephone techniques This qualification functions • as a stand alone qualification, accredited as part of the NQF at Level 1 • provide valuable accreditation of skills and knowledge for candidates not following NVQ without

requiring or proving occupational competence.

8

2 About the Level 1 Certificate in Contact Centre Skills 2.2 The structure of the qualification

Candidates must take both units.

QCA unit reference

City & Guilds unit number

Unit title Excluded combination of units (if any)

M/501/2969 Unit 001 Understanding of Health, Safety and Customer Care

Mandatory

H/501/2970 Unit 002 Make and receive calls using organisational systems and equipment

Mandatory

9

2 About the Level 1 Certificate in Contact Centre Skills 2.3 Relevant sources of information

Related publications City & Guilds also provides the following documents specifically for this qualification:

Publication Available from

Level 1 assignment Website

There are other City & Guilds documents which contain general information on City & Guilds qualifications: • Providing City & Guilds qualifications – a guide to centre and qualification (scheme) approval:

This document contains detailed information about the processes which must be followed and requirements which must be met for a centre to achieve ‘approved centre’ status, or to offer a particular qualification.

• Ensuring quality – This document contains updates on City & Guilds assessment and policy issues.

• Centre toolkit – This document contains additional information on Providing City & Guilds qualifications, in a CD-ROM, which links to the internet for access to the latest documents, reference materials and templates

• Directory of qualifications – This document contains details of general regulations, registration and certification procedures and fees. This information also appears on the Walled Garden, the online qualification administration service for City & Guilds approved centres. If there are any differences between the Directory of qualifications and this handbook, the Directory of qualifications contains the more up-to-date information.

For the latest updates on our publications and details of how to obtain them and other City & Guilds resources, please refer to the City & Guilds website.

City & Guilds websites Website Address Purpose and content

City & Guilds main website

www.cityandguilds.com This is the main website for finding out about City & Guilds qualifications. It contains qualification documentation and updates.

Walled Garden www.walled-garden.com The Walled Garden is a qualification administration portal for approved centres, enabling them to register candidates and claim certification online.

10

3 Candidate entry and progression

Candidate entry requirements There are no formal entry requirements for candidates undertaking this qualification. However, centres must ensure that candidates have the potential and opportunity to be successful in gaining their qualification.

Age restrictions and legal considerations There are no age limits attached to candidates undertaking the qualification unless this is a legal requirement of the process or the environment.

Progression The qualification provides knowledge and practical skills related to the Level 1 NVQ in Contact Centre Operations On completion of this qualification candidates may progress into employment or to the following City & Guilds qualifications:

• Level 1 NVQ in Contact Centre Skills

11

4 Centre requirements 4.1 Obtaining centre and qualification approval

Only approved organisations can offer City & Guilds qualifications. Organisations approved by City & Guilds are referred to as centres. Centres must meet a set of quality criteria including:

• provision of adequate resources, both physical and human • clear management information systems • effective assessment and quality assurance procedures including candidate support and

reliable recording systems. An organisation that has not previously offered City & Guilds qualifications must apply for approval to become a centre. This is known as the centre approval process (CAP). Centres also need approval to offer a specific qualification. This is known as the qualification approval process (QAP), (previously known as scheme approval). In order to offer this qualification, organisations which are not already City & Guilds centres must apply for centre and qualification approval at the same time. Existing City & Guilds centres will only need to apply for qualification approval for this particular qualification. Full details of the procedures and forms for applying for centre and qualification approval are given in Providing City & Guilds qualifications - a guide to centre and qualification (scheme) approval, which is also available on the City & Guilds centre toolkit, or downloadable from the City & Guilds website. Regional / national offices will support new centres and appoint a Quality Systems Consultant to guide the centre through the approval process. They will also provide details of the fees applicable for approvals. Assessments must not be undertaken until qualification approval has been obtained. City & Guilds reserves the right to withdraw qualification or centre approval for reasons of debt, malpractice or non-compliance with City & Guilds’ policies, regulations, requirements, procedures and guidelines, or for any reason that may be detrimental to the maintenance of authentic, reliable and valid qualifications or that may prejudice the name of City & Guilds. Further details of the reasons for suspension and withdrawal of approval, procedures and timescales, are contained in Providing City & Guilds qualifications.

12

Fast track approval Centres approved to offer the qualification Level 1 Certificate in Call Handling Operations (2699 - 01) may apply for approval for the new Level 1 Certificate in Contact Centre Skills (2697 - 01) using the Fast Track Form available via downloadable from the City & Guilds website. Centres may only use this form if they meet all of the approval criteria specified in the Fast Track Form and its guidance notes. Centres may use the Fast Track Form for 12 months from the introduction of the qualification.

13

4 Centre requirements 4.2 Resource requirements

Guidance on qualifications/experience for trainers/learning providers Trainers/learning providers should be technically competent in the areas for which they are delivering training, and should also have experience of providing training. This will be looked for at the approval stage and will be monitored by the external verification process. Assessors/tutors should have at least two years’ recent relevant experience in the specific area they will be assessing. If this experience is part-time it should be over a period of five years. Assessors need to have a greater level of experience and understanding than those they are assessing. In addition, assessors must demonstrate the ability to mark the assessments using externally set criteria. While the A/V Units are valued as a qualification they are not currently a requirement for assessors of these qualifications. If a candidate’s work is selected for external verification, samples of work must be available to the appointed External Verifier. An External Verifier will visit the centre/learning provider and their role includes the following:

• ensuring that Quality Assurance Co-coordinators are undertaking their duties satisfactorily • monitoring internal quality assurance systems and sampling assessment activities, methods

and records • acting as a source of advice and support • promoting best practice • providing prompt, accurate and constructive feedback to all relevant parties on the

operation of centre's/learning provider's assessment systems.

14

4 Centre requirements 4.3 Registration and certification

Full details of City & Guilds’ administrative procedures for this qualification are provided in the Directory of qualifications, provided online to City & Guilds registered centres via the Walled Garden. This information includes details on: • registration procedures • enrolment numbers • fees • entry for examinations • claiming certification. These details are also available in the Directory of qualifications. Centres should be aware of time constraints regarding the registration and certification periods for the qualification, as specified in the City & Guilds Directory of qualifications. Centres should follow all guidance carefully, particularly noting that fees, registration and certification end dates for the qualification are subject to change.

15

4 Centre requirements 4.4 Quality assurance

Quality assurance of assessments National standards and rigorous quality assurance are maintained by the use of

• City & Guilds set oral/ written test(s), marked by the centre according to externally set marking criteria, with quality assurance provided by the centre and monitored by City & Guilds’ external verification system, to ensure that national standards are maintained.

• City & Guilds scenario based task is marked by the centre according to externally set marking criteria, with quality assurance provided by the centre and monitored by City & Guilds’ external verification system, to ensure that national standards are maintained.

Quality assurance includes initial centre approval, scheme approval, the centre’s own procedures for monitoring quality and City and Guilds’ ongoing monitoring by an External Verifier. Details of City & Guilds criteria and procedure, including roles of centre staff and External Verifiers can be found in Providing City & Guilds Qualifications – a guide to centre and scheme approval. If the candidates work is selected for verification, samples of work must be made available to the appointed External Verifier. An external verifier will make an annual visit to the centre and role includes the following:

• Ensuring that Quality Assurance Coordinators are undertaking their duties satisfactorily • Monitoring internal quality assurance systems and sampling assessment activities, methods

and records • Acting as a source of advice and support • Promoting best practice • Providing prompt, accurate and constructive feedback to all relevant parties on the

operation of employers/ centres assessment systems Full details and guidance on the internal and external quality assurance requirements and procedures, are provided in Providing City & Guilds qualifications and in the Centre toolkit together with full details of the tasks, activities and responsibilities of quality assurance staff.

Keeping records The candidate records that the centre must hold as required for regulatory compliance purposes must include:

• candidate name • date of birth • particular assessment requirements • organisation • assessor(s) name • Quality Assurance Co-coordinator/Scheme Co-coordinator’s name • date of registration • candidate enrolment number • award title and level • progress records, including unit accreditation and award completion dates.

16

The assessment records that the centre must hold for three years as required for regulatory compliance purposes include:

• name of the candidate • units/components assessed, types of evidence submitted and assessment methods used • names of each assessor involved with the units/components • dates on which the assessments took place • assessment locations • assessment decisions made • assessment plans, review and feedback records, assessment judgments.

In order to fully support candidates, centres are required to retain copies of candidates’ assessment records for three years after certification.

17

External quality assurance External verifiers are appointed by City & Guilds to approve centres, and to monitor the assessment and internal quality assurance carried out by centres. External verification is carried out to ensure that assessment is valid and reliable, and that there is good assessment practice in centres. To carry out their quality assurance role, external verifiers must have appropriate occupational and verifying knowledge and expertise. City & Guilds external verifiers attend training and development designed to keep them up-to-date, to facilitate standardisation between verifiers and to share good practice. External verifiers: The role of the external verifier is to: • provide advice and support to centre staff • ensure the quality and consistency of assessments within and between centres by the use of

systematic sampling • regularly visit centres to ensure they continue to meet the centre and qualification approval

criteria • provide feedback to centres and to City & Guilds External quality assurance for the qualification will be provided by the usual City & Guilds external verification process. This includes the use of an electronically scan able report form which is designed to provide an objective risk analysis of individual centre assessment and verification practice. Further details of the role of external verifiers are given in Providing City & Guilds qualifications.

18

5 Course design and delivery

Recommended delivery strategies Centre staff should familiarise themselves with the structure, content and assessment requirements of the qualification before designing a course programme. In particular, staff should consider the skills and knowledge related to the national occupational standards. Provided that the requirements for the qualification are met, centres may design course programmes of study in any way that they feel best meets the needs and capabilities of their candidates. Centres may wish to include topics as part of the course programme, which will not be assessed through the qualification. It is recommended that 20-guided learning hours should be allocated for each unit required for certification, with a total of 40 guided learning hours for the qualification. This may be on a full time or part time basis Assessment methods

For Unit 001, the written/oral test assesses the candidates’ knowledge and understanding of Health, Safety and Customer Care. Questions are selected from a question bank, which is externally set and internally marked. For Unit 002, the centre-devised scenario will demonstrate that the candidates’ are able to make and receive calls using organizational systems and equipment. It is internally set and marked. Guidance on assessments To ensure that quality is maintained throughout the assessment, City & Guilds have provided the following guidance for each unit: Unit 001 The bank of oral/ written questions provided allow for flexibility for the assessment to be designed depending on the needs of the learner. They can be assessed either by written/ oral questions If assessment includes oral questions the following must be adhered to:

• All questions must be asked in a controlled/ supervised environment • A record of what oral questions have been selected must be recorded on the documents

provided in the assignment guide • If the learner is unable to answer a question then another one maybe chosen from the

question bank • All answers should be recorded either on the recorded documents provided in the

assignment guide or they can recorded on a tape recorder or an MP3 player If assessment includes written questions the following must be adhered to:

• All questions must be asked in a controlled/ supervised environment • The centre can select the questions following the instructions in the assignment guide • The written questions can be used in a workbook • The written questions can not be answered away from the controlled/ supervised

environment

19

• The written questions must not be used as a learning tool in the classroom e.g. questions answered during the lesson

• All written answers must made available for the external verifier upon request Learners have 30 minutes to complete the health and safety questions and 1 hour to complete the Customer Care questions. These questions can be broken up over a period of time. Unit 002 The centre devised scenario will be assessed following the marking criteria which have been provided in the assignment guide. Centres must ensure that the following is adhered to when undertaking the assessment for this unit:

• The scenario must have a recording document completed which will be provided in the assignment guide to show how the learner has met the criteria, or,

• The scenario could be recorded on a tape player or an MP3 player The learner has 1 hour to compete the assessment for unit 002. Within the hour the centre must ensure that the learner has completed a scenario on making a call effectively and another scenario on receiving a call effectively. The centre could choose split the hour and devise the two scenarios over a period of time.

Health and safety The requirement to follow safe working practices is an integral part of all City & Guilds qualifications and assessments, and it is the responsibility of centres to ensure that all relevant health and safety requirements are in place before candidates start practical assessments. Should a candidate fail to follow health and safety practice and procedures during an assessment, the assessment must be stopped. The candidate should be informed that they have not reached the standard required to successfully pass the assessment and told the reason why. Candidates may retake the assessment at a later date, at the discretion of the centre. In case of any doubt, guidance should be sought from the external verifier.

Data protection and confidentiality Centres offering this qualification may need to provide City & Guilds with personal data for staff and candidates. Guidance on data protection and the obligations of City & Guilds and centres are explained in Providing City & Guilds qualifications.

20

Initial assessment and induction Centres will need to make an initial assessment of each candidate prior to the start of their programme to ensure they are entered for an appropriate type and level of qualification. The initial assessment should identify any specific training needs the candidate has, and the support and guidance they may require when working towards their qualification. City & Guilds recommends that centres provide an induction programme to ensure the candidate fully understands the requirements of the qualification they will work towards, their responsibilities as a candidate, and the responsibilities of the centre. It may be helpful to record the information on a learning contract. Further guidance about initial assessment and induction, as well as a learning contract that centres may use, are available in the Centre toolkit.

Equal opportunities It is a requirement of centre approval that centres have an equal opportunities policy (see Providing City & Guilds qualifications). The regulatory authorities require City & Guilds to monitor centres to ensure that equal opportunity policies are being followed. The City & Guilds equal opportunities policy is set out on the City & Guilds website, in Providing City & Guilds qualifications, in the Directory of qualifications, and is also available from the City & Guilds Customer Relations department. Access to qualifications on the National Qualifications Framework is open to all, irrespective of gender, race, creed, age or special needs. The centre co-ordinator should ensure that no candidate is subject to unfair discrimination on any ground in relation to access to assessment and the fairness of the assessment.

Access to assessment City & Guilds’ guidance and regulations on access to assessment are designed to facilitate access for assessments and qualifications for candidates who are eligible for adjustments to assessment arrangements. Access arrangements are designed to allow attainment to be demonstrated. For further information, please see Access to assessment and qualifications, available on the City & Guilds website.

Appeals Centres must have their own, auditable, appeals procedure that must be explained to candidates during their induction. Appeals must be fully documented by the quality assurance co-ordinator and made available to the external verifier or City & Guilds. Further information on appeals is given in Providing City & Guilds qualifications. There is also information on appeals for centres and learners on the City & Guilds website or available from the Customer Relations department.

21

6 Assessment 6.1 Summary of assessment requirements

Unit No.

Title Assessment Method Where to obtain assessment materials

001 Understanding of health, safety and customer care

002 Make and receive calls using organisational systems and equipment

Written/ Oral Questions Externally set assignment, locally marked and externally verified. Centre devised scenario Externally set assignment, locally marked and externally verified

Download assignments from our website.

22

6 Assessment 6.2 Test specifications

Assessment title: Health, Safety and Customer Care Assessment number: 2697 Assessment Method: Written/Oral

Total number of marks:

Unit Outcomes Number of items

Marks

% approx

001 1. Understanding of Health & Safety at Work

i) Basic Health & Safety

legislation relevant to the role

ii) Roles and responsibilities

in maintaining Health and Safety in the work area

iii) Other legislation that will

apply Sub-Total

2. Basic Customer Service Skills

i) Group A ii) Group B

iii) Group C

Sub-Total

2

2

1

5 1 8 1 10

2

2

1

5

1

8

1

5

33

66

23

Assessment title: Make and receive calls using organisational systems and equipment Assessment number: 2697 Assessment Method: Centre Devised Scenario

Total number of marks: 34

Unit Outcomes Number of items

Marks

% approx

002 1. Make a call effectively using organizational systems and equipment

2. Receive a call effectively using

organizational systems and equipment

16

18

16

18

47

53

Totals 34 34 100%

Make a call effectively using organizational systems and equipment Candidates must achieve any 12 out of the 16 available assessment criteria in order to pass the assessment. Receive a call effectively using organizational systems and equipment Candidates must achieve any 13 out of the available 18 assessment criteria in order to pass the assessment.

24

Relationship to NVQ units This award contributes towards the knowledge and understanding of the following elements of the NVQ in Contact Centre Operations

Unit Outcome NVQ in Contact Centre Operations (2703/4) Units

001 1.1

1.2

Understanding of Health & Safety at Work

Basic Customer Service Skills

NVQ Level 1 unit 101 NVQ Level 1 unit 104 – part

002 2.1

2.2

Make a call effectively using organizational systems and equipment Receive a call effectively using organizational systems and equipment

NVQ Level 1 unit 104 – part NVQ Level 1 unit 108 – part NVQ Level 1 unit 115 – part

25

Key Skills There may be opportunities for dual evidence to the following:

Unit number and title Application of number

Communication Information and communication technology

001 Understanding of health, safety and customer Care

N/A

C1.2.1, C1.2.2, C1.2.3

N/A

002 Make and receive calls using organisational systems and equipment

N/A

C1.1.1, C1.1.2 C1.2.1, C1.2.2, C1.2.3

IT1.1, 1.2, 1.3

26

Core Skills There may be opportunities for dual evidence to the following:

Unit number and title

Numeracy Communication Information technology

Problem solving

Working with others

001 Understanding of Health, safety and Customer Care

N/A

N/A

N/A

N/A

N/A

002 Make and receive calls using organisational systems and equipment

N/A

Access 3 task 3

Access 3 tasks 1,2 and 3

Access 3 tasks 1, 2 and 3

N/A

27

7 Units

Unit 001 Understanding of Health, safety and customer care Rationale The aim of this unit is to develop understanding of what is required to provide customer care while operating in a healthy and safe environment.

Outcomes There are 2 outcomes to this unit. The learner will be able to

1.1 Understanding of Health and Safety at Work 1.2 Basic Customer Service Skills

Connection with other awards This unit contributes towards the knowledge and understanding required for the following award: NVQ in Contact Centre Operations (2703) Key Skills

This unit may contribute to the Key Skills for the following areas: Communication Working with others Improving own learning Problem Solving Core Skills This unit may contribute to the Core Skills for the following areas: Communication Problem Solving Working with others

Guided learning hours It is recommended that 20 hours should be allocated for this unit. This may be on a full time or part time basis.

28

Assessment City & Guilds have provided a bank of questions which can be answered either written or orally. The questions will have to be answered under supervision however they can be answered over a period of time. We have provided guidance on how many questions will need to be asked from the question bank and a marking scheme in the assignment guide. If the questions are to be answered in a written format then this could be completed in a workbook. Questions answered in a written format must be completed in a supervised environment. If the questions are to be answered orally then the assessor will have to demonstrate on a recording document the answers the candidate has given. This could be recorded either in a written document or taped. Outcome 1.1 To effectively cover the requirements of this outcome the learner will have to answer a selection of oral or written questions Outcome 1.2 To effectively cover the requirements of this outcome the learner will have to answer a selection of oral or written questions

29

Outcome 1.1: Understanding of health and safety at work

Underpinning knowledge To effectively cover the requirements of this outcome, learners need to have the following knowledge and understanding. The learner will be able to

1. Understand and identify basic health and safety legislation relevant to the role

• Health and Safety at Work Act • RIDDOR • Manual Handling • VDU legislation • Excessive noise • Working time regulations

2. Understand roles and responsibilities in maintaining health and safety in the work area

• Identify daily checks to inspect work area • State the importance of leaving work area in a safe and tidy condition • Identify hazardous conditions and likely risks • Identify and list likely equipment faults and who to report them to • Name who to go for advice on health and safety • List Health and safety information • List environmental factors • List evacuation procedures

3. Other legislation that applies

• Anti discrimination & employment laws

30

Outcome 1.2: Basic Customer Service Skills Underpinning knowledge To effectively cover the requirements of this outcome, learners need to have the following knowledge and understanding. The learner will be able to

• Identify roles and responsibilities within a contact centre environment: individual; team

• State what is meant by an organisational procedure • Identify how to prioritise work tasks • List the content of the Phonetic alphabet • Identify how possible targets may be set and why they are important in meeting

them • Identify ways of monitoring quality of calls • State the organisational procedures for opening and closing calls • Identify what is meant by the authorisation process • Identify what is meant by: data protection; equal opportunities • Identify how to communicate effectively in a work environment • Identify what is meant by the internal and external customer • State how to identify, confirm and satisfy caller's expectations and needs • State how to offer additional and/or alternative services and products • State what is meant by open, closed and probing questions • Identify why it is important to listen and establish a caller's key points • State why it is important to identify customers’ comments and/or feedback and who

to refer it to • Identify limits of own authority and who and when to contact for additional

authorisation • Identify the importance of actions being followed up • Identify how to communicate with a range of different callers • Identify existing and potential callers • Identify difficult callers and those with special requirements • Identify and understand how language, pace and tone can affect a call • Identify barriers to effective communication for example language, dialect • State why it is necessary to control a conversation • Identify how to deal with disagreements and conflict: internal; external • Identify when to transfer and escalate calls

31

Unit 002 Make and receive calls using organisational systems and equipment Rationale The aim of this unit is to demonstrate that the learner is able to make and receive calls using organisational systems and equipment. Outcomes There are 2 outcomes to this unit. The learner will be able to

2.1 Make a call effectively using organizational systems and equipment 2.2 Receive a call effectively using organizational systems and equipment

Connection with other awards This unit contributes towards the knowledge and understanding required for the following award: NVQ in Contact Centre Operations (2703). Key Skills

This unit may contribute to the Key Skills for the following areas: Communication Working with others Improving own learning This unit may contribute to the Core Skills in the following areas: Communication Working with others Guided learning hours It is recommended that 20 hours should be allocated for this unit. This may be on a full time or part time basis. Assessment City & Guilds have given centres the opportunity to set a centre devised scenario. City & Guilds have provided the marking scheme for this scenario. The scenario or role play must be conducted in a supervised environment. The assessor will have to record how the outcomes were met on a recording document. Outcome 2.1 To effectively cover the requirements of this outcome the learner will have to demonstrate they have covered the required number of outcomes. An example of a scenario that could be used is making a call to a customer about arranging a delivery time for a product. Outcome 2.2 To effectively cover the requirements of this outcome the learner will have to demonstrate they have covered the required number of outcomes. An example of a scenario that could be used is receiving a call about booking a train ticket.

32

Outcome 2.1: Make a call effectively using organizational systems and equipment Practical activities

The learner will be able to

1. Check that the following are available and ready for use • Equipment • Systems • Resources

2. Demonstrate knowledge of product and/or services 3. Prepare customer information for the call 4. Conduct the call accurately 5. Introduction of self in accordance with organisational procedures 6. Identify the customer and confirm details 7. Explain the reasons for call in accordance with organisational procedures 8. Control the conversation in a courteous and sensitive manner 9. Check that data relating to the call is entered correctly and into correct fields 10. Check that data is regularly confirmed with the customer 11. Identify and correct data entry errors 12. Identify and report Inconsistencies to the appropriate person 13. Check that details are recorded and confirmed with customer 14. Identify customer comments and feedback that should be passed on 15. Check that the conversation is closed in accordance with organisational procedures 16. Check all call data is complete before moving onto the next call

33

Outcome 2.2: Receive a call effectively using organizational systems and equipment Practical activities The learner will be able to

1. Demonstrate that t he following were available and ready for use • Equipment • Systems • Resources

2. Demonstrate an understanding of product and/or, services 3. Check that the call is answered in accordance with organisational guidelines 4. Introduce self according to organisational guidelines 5. Identify customer and confirm details 6. Control the conversation in a courteous and sensitive manner 7. Demonstrate that the customers comments are actively listened to 8. Identify the correct system for retrieving customer data 9. Identify the relevant sources of information for the call 10. Demonstrate that appropriate data is accessed and retrieved 11. Demonstrate that data relating to the call is entered correctly into the correct fields 12. Demonstrate that data is regularly confirmed with the customer 13. Identify and correct data entry errors 14. Identify and report inconsistencies to the appropriate person 15. Check that confidentiality and security of data is maintained at all times 16. Identify and record customer comments and feedback that should passed on 17. Check that the conversation is closed in accordance with organisational procedures 18. Check all call data is completed before moving onto the next call

34

Published by City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)20 7294 2800 F +44 (0)20 7294 2400 www.cityandguilds.com City & Guilds is a registered charity established to promote education and training

35