US93997 - LP1 - Contact Centre and BPO Practices (N3,Cr9,M1)

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US 377420 Demonstrate an understanding of Contact Centre and BPO working practices

Module 1 – Organisational practices within a Contact Centre and/or BPO environment 4 Lessons

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1.1 Different types of Contact Centre and BPOs

1.2. Organisational aims and objectives of a Contact Centre and BPO

1.3. Service Level Agreement (SLA)

1.4. Guidelines regulating the operations of a Contact Centre and BPO

Module 2: Provide and monitor customer interaction and service deliver 12 Lessons

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2.1. Customer care procedures used in a Contact Centre and BPO environment

2.2. How Do You Write a Procedure?

2.3. Complaints

2.4. An example of a complaint procedure

2.5. Organisational policies and procedures

2.6. An example of a Customer care procedure

2.7. Communication techniques used in a Contact Centre and BPO environment

2.8. How these are adapted and applied to suit the needs of a variety of customers – communication techniques

2.9. Identify customer needs

2.10. Listening techniques

2.11. Techniques used in a Contact Centre and BPO environment to monitor customer service satisfaction/dissatisfaction

2.12. Methods used to audit working practices in a Contact Centre and BPO environment

Module 3: Contribute to the improvement of customer service delivery 5 Lessons

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3.1. Implications of customer satisfaction and/or dissatisfaction in relation to service delivery

3.2. Teamwork and related issues that can affect customer service delivery

3.3. Appraise own performance in relation to set personal performance targets

3.4. Identify own responsibilities

3.5. Monitor and develop their performance throughout the year

US 119472 Accommodate audience and context needs in oral / signed communication

Module 1: Accommodate audience and context needs in oral communication 14 Lessons

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4.1. Interact successfully in oral/signed communication

4.2. Interviewing

4.3. Participate in formal meetings

4.4. Terminology and Procedures of formal meetings

4.5. Participate in discussions, debates and negotiations

4.6. Communication during a debate

4.7. Negotiation Approaches and Outcomes

4.8. Negotiation Process

4.9. Identify and respond to manipulative use of language

4.10. Affect the audience’s interpretations

4.11. Distortion of a contributor’s position

4.12. Use strategies that capture and retain the interest of an audience

4.13. Use body language

4.14. Use visual aids

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US93997 – LP1 – Contact Centre and BPO Practices (N3,Cr9,M1)

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