NZQA registered unit standard
16780 version 6
Page 1 of 4
Title
Respond to in-bound interactions relating to campaigns in a contact
centre
Level
3
Purpose
Credits
3
This unit standard is for contact centre customer service
representatives (CSR) who are processing in-bound
interactions relating to campaigns.
People credited with this unit standard are able to:
 prepare to respond to in-bound interactions relating to a
campaign;
 process in-bound interactions relating to a campaign; and
 close interaction and complete records in relation to an
in-bound campaign.
Classification
Contact Centres > Contact Centre Operations
Available grade
Achieved
Entry information
Recommended skills
and knowledge
Unit 16774, Follow occupational safety and health principles in
a contact centre; Unit 16775, Explain and use contact centre
equipment and systems; Unit 28268, Communicate with
contact centre customers to meet their needs; and 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
Code of Banking Practice, Fifth Edition July 2012; available at www.nzba.org.nz;
Companies Act 1993;
Consumer Guarantees Act 1993;
Credit Contracts and Consumer Finance Act 2003;
Fair Trading Act 1986;
Financial Transactions Reporting Act 1996;
Health and Safety in Employment Act 1992;
Human Rights Act 1993;
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16780 version 6
Page 2 of 4
Privacy Act 1993;
Securities Regulations 2009;
and all subsequent amendments and replacements.
3
Definitions
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.
CSR – Customer Service Representative. Also known as agent, customer care
consultant, customer service operator, call centre operator or account manager.
Campaign – may be related to promoting products or services, fundraising, market
research, opinion polls, customer surveys, or basic research.
Campaign procedures – all organisational procedures relevant to a particular
campaign. This may include general organisational procedures as well as campaignspecific procedures, and, where used, the script.
Credit check – customers’ access to credit and is carried out in accordance with
organisational policy and procedures by authorised personnel.
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, facsimile, video calling, blogs, and other social media.
Lead generation – the creation or generation of prospective consumer interest or
inquiry into a business' products or services.
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.
Script – a prepared script usually provided by the organisation and may be recited
verbatim to the customer by the CSR. The script may include specific questions
relating to the campaign.
SMS – Short Message Service, also referred to as text messaging.
4
Campaign results are usually but not exclusively recorded by computer database in
accordance with the client's campaign recording requirements.
5
Range
All activities and evidence presented for outcomes and evidence requirements in this
unit standard must be in accordance with organisational and campaign procedures.
Outcomes and evidence requirements
Outcome 1
Prepare to respond to in-bound interactions relating to a campaign.
Evidence requirements
1.1
Identify, discuss, and clarify with the team leader or manager details of
campaign objectives, procedures, and script.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16780 version 6
Page 3 of 4
1.2
Identify details of the campaign information to be conveyed to customers and/or
identify the products or services to be promoted.
1.3
Identify the operational boundaries in dealing with customers and/or their
queries.
Outcome 2
Process in-bound interactions relating to a campaign.
Evidence requirements
2.1
Greet customers.
2.2
Receive and deal with customer details and requirements.
2.3
Process campaign interactions.
Range
depending on the nature of the campaign, processing may include
but is not limited to – receiving information from the customer,
conveying information to the customer, discussion and agreement
on payment options, data capture, discussing delivery details,
forwarding order to dispatch or delivery personnel, arranging credit
checks, preparing credit card charges, escalating inquiries beyond
the scope of the CSR, lead generation, cross-selling, up-selling,
adding value.
Outcome 3
Close interaction and complete records in relation to an in-bound campaign.
Evidence requirements
3.1
Close customer interaction.
Range
3.2
closure may include but is not limited to – confirmation of
agreement farewell statement, summarising the interaction, use of
customer’s name, invitation to use goods and/or services again,
thanks for patronage, positive language, next course of action.
Complete records.
Range
Planned review date
The Skills Organisation
SSB Code 100401
records may include but is not limited to – database, legal
requirements, diary notes, invoices, stock control, sales slips, any
relevant follow-up documentation.
31 December 2018
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16780 version 6
Page 4 of 4
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 2012
Review
5
9 December 2010
31 December 2017
Review
6
17 April 2014
N/A
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