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Title / Demonstrate knowledge of technology developments relevant to contact centres
Level / 5 / Credits / 6
Purpose / This unit standard is for contact centre management and covers knowledge of technology developments relevant to the contact centre industry.
People credited with this unit are able to:
–demonstrate knowledge of technological development in a contact centre; and
–prepare a business case for improvements to own contact centre through technological development.
Classification / Contact CentresContact Centre Management
Available grade / Achieved
Explanatory notes
1This unit standard has been developed for learning and assessment on-job.
2Definitions
Business case – a collection of descriptive and analytical information about an investment in resource(s) and/or capabilities.
Communication channels – includes – radio, telephone, email, and face to face.
Company procedures – the policies, procedures, and/or guidelines currently in use in the contact centre.
Contact centre – an organisational unit that acts as a focal point for communication between organisations and customers using live voice telephony and/or information technology to meet service purposes. Contact centres exist across a wide range of industries. Examples include – banking, insurance, telecommunications, computer companies, retailers and suppliers of services, local government, government agencies, travel industry, market research companies, and charity organisations.
Universal queuing – a process (and technology) whereby all contact channels and media — such as phone, interactive voice response, fax, Web and e-mail — are integrated into the same queue to standardize processing and handling.
Workforce management –a call centre system that maximizes the use of agent labour by projecting incoming call volumes and scheduling staff to meet needs exactly, by time of the day and day of the week.
3The contact centre industry considers the complexity and technology of the contact centre environment to be such that competency in the skills and knowledge covered by this unit standard cannot be fully demonstrated under simulated conditions. Assessment against this unit standard must therefore only take place after a period of practical work experience in a real contact centre.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of technological development in a contact centre.
Evidence requirements
1.1Features of contact centre technological developments are described in terms of their advantages, disadvantages, and cost implications.
Rangefeatures may include but are not limited to – Workforce Management, universal queuing, alternative site/call plans, contact/date recording, remote agents, communication channels;
evidence of three featuresis required.
Outcome 2
Prepare a business case for improvements to own contact centre through technological development.
Evidence requirements
2.1Business case clearly documents present shortcomings of technology and how they may be improved.
2.2Business case compares at least two options and identifies the most suitable with costs and benefits expressed in measurable terms.
2.3The standard and format of the business case are in accordance with company procedures.
Planned review date / 31 December 2015Status information and last date for assessment for superseded versions
Process / Version / Date / Last Date for AssessmentRegistration / 1 / 27 May 2002 / 31 December 2011
Review / 2 / 26 July 2005 / 31 December 2011
Review / 3 / 17 October 2008 / 31 December 2012
Review / 4 / 18 March 2011 / N/A
Accreditation and Moderation Action Plan (AMAP) reference / 0003
This AMAP can be accessed at
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, or an inter-institutional body with delegated authority for quality assurance, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.
Consent requirements and an outline of the moderation system that applies to this standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The AMAP also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements.
Comments on this unit standard
Please contact ElectroTechnology Industry Training Organisation (ETITO) if you wish to suggest changes to the content of this unit standard.
ElectroTechnology Industry Training OrganisationSSB Code 100401 / New Zealand Qualifications Authority 2018