NZQA registered unit standard
25306 version 2
Page 1 of 3
Title
Monitor quality of customer interactions in a contact centre
Level
4
Purpose
Credits
4
This unit standard is for people in supervisory or management
positions who are responsible for monitoring quality in a contact
centre environment.
People credited with this unit standard are able to monitor
quality in a contact centre.
Classification
Contact Centres > Contact Centre Management
Available grade
Achieved
Entry information
Critical health and
safety prerequisites
Open
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
Health and Safety in Employment Act 1992;
Human Rights Act 1993;
Privacy Act 1993;
and all subsequent amendments and replacements.
3
Definitions
Customer – a user, purchaser, or receiver of a service or product and may be internal
or external to the contact centre and may include colleagues.
CSR – Customer Service Representative. Also known as agent, customer care
consultant, customer service operator, call centre operator or account manager.
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.
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.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
25306 version 2
Page 2 of 3
Quality monitoring – the monitoring of the interaction between a CSR in a contact
centre and a customer of the organisation.
SMS – Short Message Service, also referred to as text messaging.
4
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
Monitor quality in a contact centre.
Range
may include but is not limited to – inbound calls, outbound calls, email, webchat,
SMS, facsimile.
Evidence of two quality monitoring situations is required.
Evidence requirements
1.1
Prepare to monitor quality of customer interaction.
Range
1.2
may include but is not limited to – identification of contact centre
representative, scheduling monitoring time(s), identify points being
monitored, business criteria, schedule feedback time with CSR.
Prepare resources available in organisation for monitoring quality.
Range
may include but is not limited to – evaluation forms, recording
equipment, listening equipment, feedback forms.
Evidence of three is required.
1.3
Complete quality monitoring.
1.4
Take appropriate action based on monitoring.
Range
1.5
may include but is not limited – give constructive feedback and
coaching
Complete documentation.
Range
Planned review date
The Skills Organisation
SSB Code 100401
may include but is not limited to – performance records, training
records.
31 December 2018
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
25306 version 2
Page 3 of 3
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
17 October 2008
31 December 2017
Review
2
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.org.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