Title of NOS/Unit/Component: Total Skills Out Assessable Outcomes Assessment criteria for the outcome Theory of 1.SSC/N2320 (Collect PC1. establish contact with customers, following 120 10 0 10 payments over the your organization’s procedures PC2. introduce yourself and the purpose of your 7.5 2.5 5 call, following standard scripts PC3. verify customer details and account status, 10 0 10 following your organization’s procedures PC4. make collections pitches to customers 20 10 10 following standard scripts PC5. handle customer queries, objections and 10 0 10 rebuttals following standard scripts PC6. negotiate payment terms with customers, 5 0 5 within the limits of your competence and authority PC7. refer issues outside your area of 5 0 5 competence and authority to appropriate people, following your organization’s procedures PC8. confirm with customers their commitment 5 0 5 to make payments PC9. obtain required financial information from 5 0 5 customers, following your organization’s procedures PC10. update customer account status, 35 15 20 following your organization’s procedures PC11. comply with relevant standards, policies, 7.5 0 7.5 procedures and guidelines when collecting payments over the telephone 120 27.5 92.5 2.SSC/N9001 (Manage your PC1. establish and agree your work requirements 40 10 5 5 work to meet requirements) with appropriate people PC2. keep your immediate work area clean and 5 0 5 tidy PC3. utilize your time effectively 5 5 0 PC4. use resources correctly and efficiently 5 2.5 2.5 PC5. treat confidential information correctly 5 0 5 PC6. work in line with your organization’s 2.5 0 2.5 policies and procedures PC7. work within the limits of your job role 2.5 0 2.5 PC8. obtain guidance from appropriate people, 2.5 0 2.5 where necessary PC9. ensure your work meets the agreed 2.5 0 2.5 requirements Total 40 12.5 27.5 (Maintain a PC1. comply with your organization’s current 10 5 5 health, safety and security policies and healthy, safe and secure working environment) procedures PC2. report any identified breaches in health, 5 0 5 safety, and security policies and procedures to the designated person
Title of NOS/Unit/Component: Assessable Outcomes Assessment criteria for the outcome Total Out of Theory Skills 1.SSC/N2320 (Collect payments over the PC1. establish contact with customers, following your organization’s procedures 120 10 0 10 PC2. introduce yourself and the purpose of your call, following standard scripts 7.5 2.5 5 PC3. verify customer details and account status, following your organization’s procedures 10 0 10 PC4. make collections pitches to customers following standard scripts 20 10 10 PC5. handle customer queries, objections and rebuttals following standard scripts 10 0 10 PC6. negotiate payment terms with customers, within the limits of your competence and authority 5 0 5 PC7. refer issues outside your area of competence and authority to appropriate people, following your organization’s procedures 5 0 5 PC8. confirm with customers their commitment to make payments 5 0 5 PC9. obtain required financial information from customers, following your organization’s procedures 5 0 5 PC10. update customer account status, following your organization’s procedures 35 15 20 PC11. comply with relevant standards, policies, procedures and guidelines when collecting payments over the telephone 7.5 0 7.5 120 27.5 92.5 2.SSC/N9001 (Manage your work to meet requirements) PC1. establish and agree your work requirements with appropriate people 40 10 5 5 PC2. keep your immediate work area clean and tidy 5 0 5 PC3. utilize your time effectively 5 5 0 PC4. use resources correctly and efficiently 5 2.5 2.5 PC5. treat confidential information correctly 5 0 5 PC6. work in line with your organization’s policies and procedures 2.5 0 2.5 PC7. work within the limits of your job role 2.5 0 2.5 PC8. obtain guidance from appropriate people, where necessary 2.5 0 2.5 PC9. ensure your work meets the agreed requirements 2.5 0 2.5 Total 40 12.5 27.5 (Maintain a healthy, safe and secure working environment) PC1. comply with your organization’s current health, safety and security policies and procedures 10 5 5 PC2. report any identified breaches in health, safety, and security policies and procedures to the designated person 5 0 5
NSQF_-_SIMPLIFIED_QF_SSC_Q2214_V3.docx