The CONTACT CENTER SERVICES NC 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) as shown in Annex A.
The units of competency comprising this qualification include the following:
BASIC COMPETENCIES
500311105 - Participate in workplace communication
500311106 - Work in a team environment
500311107 - Practice career professionalism
500311108 - Practice occupational health and safety procedures
COMMON COMPETENCIES
ICT315202 - Apply quality standards
ICT311203 - Perform computer operations
CORE COMPETENCIES
ICT313365 - Communicate effectively in English for customer service
ICT313366 - Perform customer service delivery processes
ICT313367 - Demonstrate ability to effectively engage customers
- Trainer: SALVE JOYCE IMPERIAL