Contact centre unit standards have been submitted for quality assurance
Skills and the Contact Centre Unit Standard Working Group have been working over a five month period to review and amend contact centre unit standards.
Consultation for the draft unit standards closed Friday 15 June 2018.
These units have entered the quality assurance phase with the New Zealand Qualifications Authority (NZQA).
These units have been reviewed to support the following qualifications:
- New Zealand Certificate in Contact Centres (Level 3) [Ref: 2303].
- New Zealand Certificate in Contact Centres (Level 4) [Ref: 2304].
Contact Evangeleen Joseph for more information, or if you have any questions pertaining to the contact centre unit standards.
The Working Group is comprised of subject-matter experts who are current Contact Centre Team Leaders, Managers, Training Managers, Quality Assurance Managers, Assessors, and Learning Developers.
The unit standard content is influenced by the following, which were developed by the 2017 Qualification Consultation Groups and the 2018 Working Group: