The following unit standards form part of this programme:

Unit Standard: 13872
Description: Instil in myself a personal Contact Centre culture

Unit Standard: 13874
Description: Work as a member of a Contact Centre Team

Unit Standard: 10348
Description: Identify and respond to customer needs in a Contact Centre

Unit Standard: 13873
Description: Handle a range of customer complaints in Contact Centres

Unit Standard: 252210
Description: Handle a range of customer complaints

Unit Standard: 13886
Description: Gather and provide relevant information to contribute to contact centre problem solving

Duration

4 months (including start-up and close-off)