NZQA registered unit standard
19442 version 3
Page 1 of 4
Title
Demonstrate knowledge of workflow management in a contact centre
Level
5
Purpose
Credits
8
This unit standard is intended to be used for the training and
assessment of contact centre management, and covers skills
and knowledge related to the efficient management of the
operation of a contact centre.
People credited with this unit standard are able to:
– apply Erlang C traffic model to a contact centre;
– forecast traffic and CSR requirements for a contact centre;
– rectify situations that adversely affect service levels in a
contact centre;
– explain contact routing plans for a contact centre; and
– explain the disaster recovery plan for a contact centre.
Classification
Contact Centres > Contact Centre Management
Available grade
Achieved
Explanatory notes
1
This unit standard has been developed for learning and assessment on-job.
2
Definitions
Company procedures – the policies, procedures, and/or guidelines currently in use in
the contact centre.
Contact routing plan – a plan which defines the routing of all contacts to one or more
contact centres under different situations. The plan typically reflects time of day, day
of week, geographical origins of contact, and where contacts are to be answered
Contacts – includes all types of media used for customer contact in a contact centre
such as phone calls, emails, webchat, SMS, facsimile, video calling, and other social
media.
Disaster recovery – refers to recovery from natural disasters, emergencies, and
equipment or computer failures.
Erlang C – a traffic model for calculating the number of operators required in a given
hour, from the number of calls arriving in that hour, the average call duration
including wrap-up time, and the average call delay (answer time).
Service level – x % of calls answered within y seconds.
3
The contact centre industry considers the complexity and technology of the contact
centre environment to be such that competency in the skills and knowledge covered
by this unit standard cannot be fully demonstrated under simulated conditions.
Assessment against this unit standard must therefore only take place after a period
of practical work experience in a real contact centre.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
4
19442 version 3
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The performance of all of the outcomes and evidence requirements of this unit
standard must be in accordance with company procedures.
Outcomes and evidence requirements
Outcome 1
Apply Erlang C traffic model to a contact centre.
Evidence requirements
1.1
The numbers of CSRs required to achieve given service levels are determined
using the Erlang C model.
Range
determination using either formulae, tables, or calculator.
Outcome 2
Forecast traffic and CSR requirements for a contact centre.
Evidence requirements
2.1
Forecast takes account of historical and/or projected data including seasonal
variations and holidays.
2.2
Forecast takes account of specific planned activities.
Range
2.3
specific planned activities may include but are not limited to –
marketing campaign, mass mail-out, billing run.
Forecast covers the range of expected traffic variations and CSR requirements
for a minimum period of four weeks.
Outcome 3
Rectify situations that adversely affect service levels in a contact centre.
Range
situations – unplanned absenteeism, abnormal traffic.
Evidence requirements
3.1
Impact on service levels is assessed.
3.2
Adjustments to staff schedules are made using scheduling techniques.
Range
scheduling techniques may include but are not limited to –
adjustment of start and finish times, breaks, overtime, meetings,
coaching, skills-based routing, reorganisation of administrative
functions.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
19442 version 3
Page 3 of 4
Outcome 4
Explain contact routing plans for a contact centre.
Range
evidence is required of one plan for normal operation and one plan for disaster
recovery.
Evidence requirements
4.1
Situations under which routing plans are to be applied within the organisation
are explained.
situations may include but are not limited to – time of day, days of
the week, geographical origin of the contact, disaster recovery
mode.
Range
4.2
The flows of contacts in the routing plans are explained.
4.3
Implementation procedures for the plans are explained.
Outcome 5
Explain the disaster recovery plan for a contact centre.
Evidence requirements
5.1
Explanation identifies how contacts will be answered and, where appropriate,
includes reference to the contact plan under emergency situations.
5.2
Responsibilities of all contact centre personnel, including evacuation
procedures, are explained.
5.3
Systematic testing of disaster recovery plan is explained.
Planned review date
31 December 2015
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
27 May 2002
31 December 2011
Review
2
26 July 2005
31 December 2012
Review
3
18 March 2011
N/A
Accreditation and Moderation Action Plan (AMAP) reference
0003
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
19442 version 3
Page 4 of 4
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, or
an inter-institutional body with delegated authority for quality assurance, 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.
Consent requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP 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 ElectroTechnology Industry Training Organisation
reviewcomments@etito.co.nz if you wish to suggest changes to the content of this unit
standard.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016