SVQ Contact Centre Operations/Professionals - Selection and Log of Units for the Award

SVQ Contact Centre Operations/Professionals - Selection and log of Units for the Award

Candidate Name: ______SVQ Level (Circle as appropriate): 1 2 3 4Assessor Name: ______

(Please Print) (Please print)

Unit Title

/ Unit Values / Units Selected / Date Unit completed and Assessor’s signature
Level 1 / Level 2 / Level 3 / Level 4 / Level 1 / Level 2 / Level 3 / Level 4
Develop Personal and Organisational Effectiveness (Mandatory Unit) / 10 / 20 / 30 / 40
Health and Safety in ICT and Contact Centres (Mandatory Unit) / 5 / 5 / 30 / 40
Contact Centre Systems and Technology / 10 / 20 / 30 / 40
Customer Care / 10 / 20 / 30 / 40
Direct Selling and Customer Acquisition in Contact Centres / 10 / 20 / 30 / 40
Interpersonal and Written Communication / 5 / 15 / 30 / 40
Performance Management / 30 / 40
Remote Support for Products or Services / 10 / 20 / 30 / 40
Staff Resource Planning for Contact Centres / 30 / 40

Total Unit Value —

Minimum Required Unit Value — / 40 / 100 / 180 / 280 / See Footnote

Award complete

Candidate Signature:______Date:______

Assessor Signature:______Date:______

Internal Verifier Signature:______Date:______

(If sampled)

At each level, at least 60% of the total Unit values must be achieved at the level of the qualification. These Unit values (rounded) are: 25 for Level 1; 60 for Level 2; 110 for Level 3 and 170 for Level 4. A maximum of two Units may be chosen from the restricted option list.

SVQ Contact Centre Operations/Professionals - Selection and log of Units for the Award

Candidate Name: ______SVQ Level (Circle as appropriate): 1 2 3 4Assessor Name: ______

(Please Print) (Please print)

Restricted Option Unit Title

/ Unit Values / Units Selected / Date Unit completed and Assessor’s signature
Level 1 / Level 2 / Level 3 / Level 4 / Level 1 / Level 2 / Level 3 / Level 4
Supporting Learning and Development
Identify Individual Learning Aims and Programmes / 30
Agree Learning Programmes with Learners / 30
Develop Training Sessions / 30
Enable Learning Through Presentations / 30
Enable Learning Through Demonstrations and Instruction / 30
Enable Individual Learning Through Coaching / 30
Enable Group Learning / 30
Support Learners by Mentoring in the Workplace / 30
Support and Advise Individual Learners / 30
Monitor and Review Progress with Learners / 30
Support Competence Achieved in the Workplace / 30
Managing People and Resources
Contribute to Improvements at Work / 40
Manage Change in Organisational Activities / 40
Support the Efficient Use of Resources / 30
Manage the Use of Physical Resources / 40
Manage the Use of Financial Resources / 40

Total Unit Value —

Minimum Required Unit Value — / 40 / 100 / 180 / 280 / See Footnote

Award complete

Candidate Signature:______Date:______

Assessor Signature:______Date:______

Internal Verifier Signature:______Date:______

(If sampled)

At each level, at least 60% of the total Unit values must be achieved at the level of the qualification. These Unit values (rounded) are: 25 for Level 1; 60 for Level 2; 110 for Level 3 and 170 for Level 4. A maximum of two Units may be chosen from the restricted option list.

SVQ Contact Centre Operations/Professionals - Selection and log of Units for the Award

Candidate Name: ______SVQ Level (Circle as appropriate): 1 2 3 4Assessor Name: ______

(Please Print) (Please print)

Restricted Option Unit Title

/ Unit Values / Units Selected / Date Unit completed and Assessor’s signature
Level 1 / Level 2 / Level 3 / Level 4 / Level 1 / Level 2 / Level 3 / Level 4
Contribute to the Selection of Personnel for Activities / 30
Select Personnel for Activities / 40
Contribute to the Development of Teams and Individuals / 30
Develop Teams and Individuals to Enhance Performance / 40
Lead the Work of Teams and Individuals to achieve their Objectives / 30
Manage the Performance of Teams and Individuals / 40
Respond to Poor Performance in your Team / 30
Deal with Poor Performance in your Team / 40
Facilitate Meetings / 30
Chair and Participate in Meetings / 40
Managing Quality
Provide Advice and Support for the Development and Implementation of Quality Policies / 40
Implement Quality Assurance Systems / 40
Provide Advice and Support for the Development and Implementation of Quality Systems / 30
Carry Out Quality Audits / 30

Total Unit Value —

Minimum Required Unit Value — / 40 / 100 / 180 / 280 / See Footnote

Award complete

Candidate Signature:______Date:______

Assessor Signature:______Date:______

Internal Verifier Signature:______Date:______

(If sampled)

At each level, at least 60% of the total Unit values must be achieved at the level of the qualification. These Unit values (rounded) are: 25 for Level 1; 60 for Level 2; 110 for Level 3 and 170 for Level 4. A maximum of two Units may be chosen from the restricted option list.

SVQ Contact Centre Operations/Professionals - Selection and log of Units for the Award

Candidate Name: ______SVQ Level (Circle as appropriate): 1 2 3 4Assessor Name: ______

(Please Print) (Please print)

Restricted Option Unit Title

/ Unit Values / Units Selected / Date Unit completed and Assessor’s signature
Level 1 / Level 2 / Level 3 / Level 4 / Level 1 / Level 2 / Level 3 / Level 4
Project Management
Develop Operational Objectives for the Project / 20
Develop a Detailed Schedule for the Project / 20
Identify Perceived Risks and Evaluate Options for their Control / 20
Co-ordinate, Monitor and Control Project Schedules / 20
Control Hand-over of Responsibility for the Project / 20
Ensure the Completion of Project Activities / 20
IT
Use IT Systems / 5 / 15 / 25
Use IT to Exchange Information / 5 / 15 / 25
General Uses of IT / 5 / 15 / 25
Use IT Software / 5 / 15 / 25
Internet and Intranets / 5 / 15 / 25
E-mail / 5 / 15 / 25
Word Processing Software / 10 / 20 / 30
Spreadsheet Software / 10 / 20 / 35
Database Software / 10 / 20 / 35
Specialist or Bespoke Software / 10 / 20 / 30

Total Unit Value —

Minimum Required Unit Value — / 40 / 100 / 180 / 280 / See Footnote

Award complete

Candidate Signature:______Date:______

Assessor Signature:______Date:______

Internal Verifier Signature:______Date:______

(If sampled)

At each level, at least 60% of the total Unit values must be achieved at the level of the qualification. These Unit values (rounded) are: 25 for Level 1; 60 for Level 2; 110 for Level 3 and 170 for Level 4. A maximum of two Units may be chosen from the restricted option list.

1