NZQA registered unit standard
16779 version 6
Page 1 of 3
Title
Assist customers with account enquiries in a contact centre
Level
3
Purpose
Credits
3
This unit standard is for contact centre customer service
representatives (CSR) who deal with customer enquiries
related to account matters.
People credited with this unit standard are able to:
− identify and clarify customer account enquiries in a contact
centre; and
− respond accurately to customer account enquiries in a
contact centre.
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;
Securities Regulations 2009;
The Skills Organisation
SSB Code 100401
© New Zealand Qualifications Authority 2014
NZQA registered unit standard
16779 version 6
Page 2 of 3
and all subsequent amendments and replacements.
3
Definitions
Account enquiries – any matters pertaining to a customer’s account.
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.
CSR – Customer Service Representative. Also known as agent, customer care
consultant, customer service operator, call centre operator or account manager.
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.
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.
SMS – Short Message Service, also referred to as text messaging.
4
Range
a
All activities and evidence presented for outcomes and evidence requirements
in this unit standard must be in accordance with organisational procedures.
b
Evidence of three separate account enquiries is required.
Outcomes and evidence requirements
Outcome 1
Identify and clarify customer account enquiries in a contact centre.
Evidence requirements
1.1
Establish customer’s identity and access or record, and verify details using
further questioning where required.
1.2
Access customer's account information and obtain further information from the
customer as necessary to fully establish the nature of the enquiry.
Outcome 2
Respond accurately to customer account enquiries in a contact centre.
Evidence requirements
2.1
Retrieve and interpret information required by the customer.
2.2
Convey relevant information to the customer efficiently and politely, and in a
manner that does not give rise to repeat enquiries.
The Skills Organisation
SSB Code 100401
© New Zealand Qualifications Authority 2014
NZQA registered unit standard
16779 version 6
Page 3 of 3
2.3
For information that is not immediately accessible advise customers when and
how it will be supplied.
2.4
Refer interactions beyond the CSRs scope within the organisation.
2.5
Complete relevant documentation and any necessary follow-up actions.
Planned review date
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
0121
Consent and Moderation Requirements (CMR) reference
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 2014