NZQA registered unit standard
16781 version 6
Page 1 of 4
Title
Conduct out-bound campaigns from a contact centre
Level
3
Purpose
Credits
2
This unit standard is for contact centre customer service
representatives (CSR) who conduct out-bound campaigns from
a contact centre.
People credited with this unit standard are able to:
 prepare to conduct out-bound campaigns;
 conduct out-bound campaigns; and
 close interaction and complete records in relation to outbound campaigns.
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;
Privacy Act 1993;
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16781 version 6
Page 2 of 4
Securities Regulations 2009;
and all subsequent amendments and replacements.
3
Definitions
After call work – work that a CSR is required to do following an interaction. Examples
include – entering data, filling out forms, making follow up calls.
Campaign – may be related to promoting products or services, fundraising, market
research, opinion polls, customer surveys, or basic research.
Campaign procedures – all company procedures relevant to a particular campaign.
This may include general company procedures as well as campaign-specific
procedures, and, where used, the script.
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.
Contacts – persons communicated with by the CSR during the course of the
campaign.
CSR – Customer Service Representative. Also known as agent, customer care
consultant, customer service operator, call centre operator or account manager.
Customer surveys – gathering customer feedback on a range of matters usually
relating to a product or service.
Database – a structured searchable information set containing contacts provided
through company records, telephone directories, business directories or sales
records, and may consist of manual or computer records.
Fulfilment – follow up written material or product sent to customers following an outbound interaction.
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.
Operational boundaries – the scope of the CSR’s communication with customers –
freedom to deviate from script and limits of interchange with customer.
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 company, and may be recited
verbatim to the customer by the CSR. The script may include specific questions
related to the campaign.
SMS – Short Message Service, also referred to as text messaging.
Targets – the total number of calls, frequency of calls, and number of calls to a
specific customer target audience, depending on the specific purpose of the
telemarketing campaign or call outcomes.
4
Campaign results are usually but not exclusively recorded by computer database in
accordance with a client’s specific 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.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
16781 version 6
Page 3 of 4
Outcomes and evidence requirements
Outcome 1
Prepare to conduct out-bound campaigns.
Evidence requirements
1.1
Review campaign objectives, procedures, and scripts, and discuss and clarify
their content with the team leader or manager.
Range
procedures may include but are not limited to – outbound
interaction, fulfilment, after call work.
1.2
Identify the operational boundaries in dealing with customers.
1.3
Explain personal targets.
Outcome 2
Conduct out-bound campaigns.
Evidence requirements
2.1
Initiate interaction with customer.
2.2
Process and record interactions.
2.3
Respond to queries and where necessary refer those beyond CSR’s scope.
2.4
Complete after call work.
Outcome 3
Close interaction and complete records in relation to out-bound campaigns.
Evidence requirements
3.1
Close customer interaction.
Range
3.2
closure may include but is not limited to – confirmation of
agreement, farewell statement, summarising interaction, use of
customer’s name, invitation to use goods and/or services, thanks
for patronage, positive language, next course of action.
Complete records.
Range
The Skills Organisation
SSB Code 100401
records may include but are not limited to – database, legal
requirements, diary notes, invoices, stock control, sales slips, any
relevant follow-up documentation.
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Planned review date
16781 version 6
Page 4 of 4
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 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