NZQA registered unit standard
28272 version 1
Page 1 of 4
Title
Demonstrate knowledge of the use of contact centre statistics and
technology in achieving contact centre metrics
Level
4
Purpose
Credits
4
This unit standard is for people in senior, supervisory or
management positions in a contact centre and covers the
knowledge and application of contact centre technology.
People credited with this unit standard are able to:
– extract and interpret statistics from contact centre technology
systems;
– demonstrate knowledge of the relationships between CSR
activity and contact centre statistics; and
– demonstrate knowledge of technology problems within a
typical contact centre environment and how to deal with
them.
Classification
Contact Centres > Contact Centre Management
Available grade
Achieved
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
Definitions
ACD – Automatic Call Distributor.
Contact Routing – how contacts are delivered through technology to CSRs.
CSR – Customer Service Representative.
CTI – Computer Telephony Integration.
IVR – Interactive Voice Response.
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.
LAN – Local Area Network.
Metrics – measurements of objectives of a contact centre.
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.
PABX – Private Automatic Branch Exchange.
VoIP – Voice over Internet Protocol.
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
28272 version 1
Page 2 of 4
3
Statistics relating to performance of contact centre as a whole:
Abandonment Rate – the percentage of calls where the customer hangs up before
being answered.
Contact centre Average Contact Duration Time – the average talk time of customer
calls.
Contact centre Contact Volume – the number of contacts per day.
CSR Availability – the number of CSRs logged on.
Customer Wait Time – the average time customers are waiting for service.
Occupancy Rate – the percentage of time an individual CSR, or all CSRs (average),
are actively occupied during talk time and wrap-up time; usually expressed as a
percentage of total logged on time.
Service Level – the percentage of calls answered within a given time.
4
Statistics relating to the performance of individual CSRs:
CSR Adherence to schedule – a general term that refers to how well CSR’s adhere
to their schedules.
CSR Contact Duration Time – the average talk time for customer contacts to and/or
from an individual CSR.
CSR Contact Volume – the number of contacts handled by CSR per day.
CSR Hold Time – the end-of-day total of the length of time customers have been on
hold.
CSR Make Busy Time – the total time the CSR has off on other official business or
rostered breaks such as training or lunch.
CSR Not Ready Time – the total time the CSR is not available to take calls when
logged on.
CSR Wait Time – the time between calls, 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 talk time and wrap-up time; usually expressed as a
percentage of total logged on time.
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
Extract and interpret statistics from contact centre technology systems.
Evidence requirements
1.1
Extract and interpret statistics relating to the performance of the contact centre
as a whole in terms of contact centre metrics.
Range
1.2
may include but is not limited to – Abandonment Rate, Contact
centre Average Contact Duration Time, Contact centre Contact
Volume, CSR Availability, Customer Wait Time, Occupancy Rate,
Service Level.
Evidence of five is required.
Extract and interpret statistics relating to the performance of individual CSRs in
The Skills Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
28272 version 1
Page 3 of 4
terms of contact centre metrics.
Range
may include but is not limited to – CSR Contact Duration Time,
CSR Contact Volume, CSR Hold Time, CSR Make Busy Time,
CSR Not Ready Time, Customer Wait Time, Occupancy Rate,
CSR Adherence to schedule.
Evidence of three is required.
Outcome 2
Demonstrate knowledge of the relationships between CSR activity and contact centre
statistics.
Range
contact centre statistics may include but are not limited to – Abandonment Rate,
Contact centre Average Contact Duration Time, Contact centre Contact
Volume, Customer Wait Time, Occupancy Rate, Service Level.
Evidence requirements
2.1
Outline reduced and increased CSR availability in terms of the effect on contact
centre statistics.
2.2
Compare actual and target contact centre statistics and recommend changes to
CSR availability where improvements to actual statistics are required.
Outcome 3
Demonstrate knowledge of technology problems within a typical contact centre
environment and how to deal with them.
Range
technology problems may include but are not limited to – failures of site, ACD,
Contact Routing, PABX, LAN, IVR, CTI, VoIP, monitored signals, headset.
Evidence of three problems is required.
Evidence requirements
3.1
Identify technology problems.
Range
3.2
may include but is not limited – pre-empting failure, telephone or
power outages, equipment failure.
Demonstrate knowledge of managing technology problems to minimise
degradation of Service Level.
Replacement information
The Skills Organisation
SSB Code 100401
This unit standard replaced unit standard 17382.
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
Planned review date
28272 version 1
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
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