NZQA registered unit standard
19443 version 4
Page 1 of 3
Title
Demonstrate knowledge of technology developments relevant to
contact centres
Level
5
Purpose
Credits
6
This unit standard is for contact centre management and
covers knowledge of technology developments relevant to the
contact centre industry.
People credited with this unit are able to:
– demonstrate knowledge of technological development in a
contact centre; and
– prepare a business case for improvements to own contact
centre through technological development.
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
Business case – a collection of descriptive and analytical information about an
investment in resource(s) and/or capabilities.
Communication channels – includes – radio, telephone, email, and face to face.
Company procedures – the policies, procedures, and/or guidelines currently in use in
the contact centre.
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.
Universal queuing – a process (and technology) whereby all contact channels and
media — such as phone, interactive voice response, fax, Web and e-mail — are
integrated into the same queue to standardize processing and handling.
Workforce management – a call centre system that maximizes the use of agent
labour by projecting incoming call volumes and scheduling staff to meet needs
exactly, by time of the day and day of the week.
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
3
19443 version 4
Page 2 of 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.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of technological development in a contact centre.
Evidence requirements
1.1
Features of contact centre technological developments are described in terms
of their advantages, disadvantages, and cost implications.
features may include but are not limited to – Workforce
Management, universal queuing, alternative site/call plans,
contact/date recording, remote agents, communication channels;
evidence of three features is required.
Range
Outcome 2
Prepare a business case for improvements to own contact centre through technological
development.
Evidence requirements
2.1
Business case clearly documents present shortcomings of technology and how
they may be improved.
2.2
Business case compares at least two options and identifies the most suitable
with costs and benefits expressed in measurable terms.
2.3
The standard and format of the business case are in accordance with company
procedures.
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 2011
Review
3
17 October 2008
31 December 2012
Review
4
18 March 2011
N/A
ElectroTechnology Industry Training Organisation
SSB Code 100401
 New Zealand Qualifications Authority 2016
NZQA registered unit standard
19443 version 4
Page 3 of 3
Accreditation and Moderation Action Plan (AMAP) reference
0003
This AMAP 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, 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 ElectroTechnology Industry Training Organisation (ETITO)
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