NZQA registered unit standard
16775 version 7
Page 1 of 5
Title
Explain and use contact centre equipment and systems
Level
3
Purpose
Credits
5
This unit standard is for customer service representatives
(CSR) who need to understand and use the equipment and
systems in a modern contact centre.
People credited with this unit standard are able to:
 explain the use of contact centre technology;
 operate communication technology in a contact centre;
 describe the functions that enable the receipt and distribution
of interactions in a contact centre; and
 explain contact centre statistics available to CSRs.
Classification
Contact Centres > Contact Centre Operations
Available grade
Achieved
Entry information
Recommended skills
and knowledge
Unit 26848, Demonstrate knowledge of legislation applicable to
contact centres.
Explanatory notes
1
This unit standard has been developed for learning and assessment in the workplace
using naturally occurring evidence or under realistic simulation of such a context.
Assessment should only occur following a period of practical experience.
2
References
Human Rights Act 1993;
Privacy Act 1993;
and all subsequent amendments and replacements.
3
Definitions
ACD – Automatic Call Distributor.
CLI – Caller Line Identification.
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.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16775 version 7
Page 2 of 5
Contact centre technology – hardware and software technology utilised in the running
of a contact centre.
Contact management system – a system that allows users to store and find contact
information.
Content management system – a system that allows users to create, edit, and
publish content.
CTI – Computer Telephony Integration.
CSR – Customer Service Representative. Also known as agent, customer care
consultant, customer service operator, call centre operator or account manager.
GOS/SL – Grade of Service/Service Level.
Interactions – include but are not limited to communication across all types of media
used for customer contact in a contact centre such as phone calls, letters, emails,
webchat, SMS, facsimilies, video calling, blogs, and other social media.
IVR – Interactive Voice Response.
NLSR – Natural Language Speech Recognition.
Organisational procedures – those policies, procedures, and/or guidelines of a real
workplace or, in the case of assessment being undertaken in a simulated workplace,
they are those of a real workplace that reflect the policies and procedures of the
workplace rather than those of the training provider.
Presence Technology – software that assesses and communicates varying levels of
an individual or device’s availability. Presence options may include “online”, “busy”,
“on the phone”, “in a meeting”, and may differ depending on the type of organisation
and/ or technology used.
VoIP – Voice over Internet Protocol.
SMS – Short Message Service, also referred to as text messaging.
4
Statistics relating to performance of contact centre as a whole:
Abandonment Rate – the percentage of calls/interactions where the customer
terminates the contact before being answered.
Contact centre Call/Interaction Volume – the number of calls/interactions per
specified period.
CSR Availability – the number of CSRs logged on.
Occupancy Rate – the percentage of time an individual CSR or all CSRs (average)
are actively occupied during interaction time and wrap-up time, usually expressed as
a percentage of total logged on time.
Service Level – the percentage of calls/interactions answered within a given time.
5
Statistics relating to the performance of individual CSRs:
CSR Adherence to schedule – a general term that refers to how well CSRs adhere to
their schedules.
CSR Call/Interaction Volume – the number of calls/interactions handled by CSRs per
specified period.
CSR Not Ready Time – the total time the CSR is unavailable to take calls/interactions
when logged on.
CSR Wait Time – the time between calls/interactions, expressed as end-of-day total
or average.
Occupancy Rate – the percentage of time an individual CSR or all CSRs (average)
are actively occupied during interaction time and wrap-up time; usually expressed as
a percentage of total logged on time.
6
An ACD system is fundamental to the business of a contact centre, and a CSR must
be able to recognise the impact of the system on their work.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
7
16775 version 7
Page 3 of 5
Range
All activities and evidence presented for outcomes and evidence requirements in this
unit standard must be in accordance with organisational procedures.
Outcomes and evidence requirements
Outcome 1
Explain the use of contact centre technology.
Range
ACD may include but is not limited to – CTI, CLI, IVR, Contact Management
System, Content Management System, VoIP, communication systems, call
forecasting and scheduling system, predictive dialler, Presence, interaction
recording, NLSR, Emergency Response Management System, headset,
personal computer.
Evidence of five acronyms, five terms and four types of contact centre
technologies is required.
Evidence requirements
1.1
Explain acronyms and terms used in a contact centre.
1.2
Explain the use of contact centre technologies in terms of functions in the
contact centre and the impact on the customers.
Outcome 2
Operate communication technology in a contact centre.
Evidence requirements
2.1
Locate and describe organisational policy relating to the use of communication
technology.
2.2
Use communication technology.
Range
communication technology may include but is not limited to –
telephone, letters, emails, internet, intranet, webchat, SMS, faxes,
video calling, social media.
Evidence of four types of communication technology is required.
Outcome 3
Describe the functions that enable the receipt and distribution of interactions in a contact
centre.
Evidence requirements
3.1
Describe functions that enable the receipt and distribution of interactions in a
contact centre and the management of those interactions.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16775 version 7
Page 4 of 5
functions may include but are not limited to – interaction forcing,
routing of interactions, queuing and queue display, CSR
availability status, post interaction work, interaction volume.
Evidence of four functions is required.
Range
Outcome 4
Explain contact centre statistics available to CSRs.
Evidence requirements
4.1
Explain statistics relating to the individual CSR interactions using a sample daily
report or reports.
statistics may include but are not limited to – CSR not ready time,
CSR availability, CSR interaction volume, occupancy rate, CSR
wait time, CSR adherence to schedule, variance of interactions
answered to interactions logged.
Evidence of three statistics is required.
Range
4.2
Explain statistics relating to the contact centre’s performance and how the CSR
contributes to these using a sample organisational report.
statistics may include but are not limited to – GOS/SL, Contact
centre call/interaction volume, abandonment rate, variance of
interactions answered to interactions logged and/or received,
average speed of answer, customer wait time.
Evidence of four statistics is required.
Reports may include but are not limited to – conversion rate of
queue interactions, sales statistics, number of complaints, quality
reports, customer satisfaction results.
Evidence of three reports is required.
Range
Planned review date
31 December 2018
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
25 July 1999
31 December 2011
Review
2
25 February 2000
31 December 2011
Revision
3
3 April 2001
31 December 2011
Review
4
26 July 2005
31 December 2011
Review
5
17 October 2008
31 December 2012
Review
6
9 December 2010
31 December 2017
Review
7
17 April 2014
N/A
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16775 version 7
Page 5 of 5
Consent and Moderation Requirements (CMR) reference
0121
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
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.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR 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 The Skills Organisation reviewcomments@skills.co.nz if you wish to
suggest changes to the content of this unit standard.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016