Overview What this standard is about Many contact centres exist to provide information and support to customers using a range of services or products. Providing that support requires detailed knowledge and understanding of the services and/or products together with the communication skills to deal with customers. It also involves teamwork so that colleagues learn from each other as the organisation gains experience and services and/or products develop. You need to have experience and some senior authority to be able to support colleagues learning as well as dealing with more complex customer matters. This standard is about operating in a support role for all types of customer queries and also working with colleagues to advance their learning. Who this standard is for This standard is for Senior Agents, Team Leaders and those with responsibility for coaching or a colleague. ‘buddying’ Performance Criteria You must be able to: Handle any customer contact 1 Follow organisational guidelines for identifying and validating customer identity. 2 Deal with difficulties concerning customer identification or personal security in customer contacts. 3 Support colleagues dealing with customer identification matters. Communicate information about services or products 4 Give customers an overview of services or products following organisational guidelines for language and conversation. 5 Deal with complex customer requests and queries regarding services and/or products. 6 Follow organisational guidelines on assisting customers with decisions about services or products within relevant regulations or legislation. 7 Support colleagues when making decisions about services or products for their customers. Contribute to dealing with complex requests and customer problems 8 Accept referred customer contacts from colleagues who have reached the limit of their authority. 9 Resolve requests and problems within your own authority. 10 Refer customer requests or problems to a colleague with greater authority when you cannot deal with the matter. 11 Follow organisational procedures to register and record customer problems and complaints. 12 Support colleagues dealing with routine requests and problems within their own authority. Performance Criteria (cont)
Overview What this standard is about Many contact centres exist to provide information and support to customers using a range of services or products. Providing that support requires detailed knowledge and understanding of the services and/or products together with the communication skills to deal with customers. It also involves teamwork so that colleagues learn from each other as the organisation gains experience and services and/or products develop. You need to have experience and some senior authority to be able to support colleagues learning as well as dealing with more complex customer matters. This standard is about operating in a support role for all types of customer queries and also working with colleagues to advance their learning. Who this standard is for This standard is for Senior Agents, Team Leaders and those with responsibility for coaching or ‘buddying’ a colleague. Performance Criteria You must be able to: Handle any customer contact 1 Follow organisational guidelines for identifying and validating customer identity. 2 Deal with difficulties concerning customer identification or personal security in customer contacts. 3 Support colleagues dealing with customer identification matters. Communicate information about services or products 4 Give customers an overview of services or products following organisational guidelines for language and conversation. 5 Deal with complex customer requests and queries regarding services and/or products. 6 Follow organisational guidelines on assisting customers with decisions about services or products within relevant regulations or legislation. 7 Support colleagues when making decisions about services or products for their customers. Contribute to dealing with complex requests and customer problems 8 Accept referred customer contacts from colleagues who have reached the limit of their authority. 9 Resolve requests and problems within your own authority. 10 Refer customer requests or problems to a colleague with greater authority when you cannot deal with the matter. 11 Follow organisational procedures to register and record customer problems and complaints. 12 Support colleagues dealing with routine requests and problems within their own authority. Performance Criteria (cont)
H120_04_Support_customers_and_colleagues_when_providing_contact_centre_services.docx