Computer Systems Servicing NC II
Course Overview
The CONTACT CENTER SERVICES NC II Qualification consists of competencies that a person must achieve to interact with customers to provide information about products and services. It also covers handling of customer’s complaints, inbound customer service, order taking and inquiry response handling, and outbound telemarketing.
Course Curriculum
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Basic competency
- Basic Unit Competency 1: Participate in workplace communication – LO1. Obtain and convey workplace information
- Basic Unit Competency 1: Participate in workplace communication – LO2. Participate in workplace meetings and discussions
- Basic Unit Competency 1: Participate in workplace communication – LO3. Complete relevant work related documents
- Basic Unit Competency 1 – Quiz
- Basic Unit Competency 2: Work in team environment – LO1. Describe team role and scope
- Basic Unit Competency 2: Work in team environment – LO2. Identify own role and responsibility within team
- Basic Unit Competency 2: Work in team environment – LO3. Work as a team member
- Basic Unit Competency 2 – Quiz
- Basic Unit Competency 3: Practice career professionalism – LO1. Integrate personal objectives with organizational goals
- Basic Unit Competency 3: Practice career professionalism – LO2. Set and meet work priorities
- Basic Unit Competency 3: Practice career professionalism – LO3. Maintain professional growth and development
- Basic Unit Competency 3 – Quiz
- Basic Unit Competency 4: Practice occupational health and safety procedures – LO1. Identify hazards and risks
- Basic Unit Competency 4: Practice occupational health and safety procedures – LO2. Evaluate hazards and risks
- Basic Unit Competency 4: Practice occupational health and safety procedures – LO3. Control hazards and risks
- Basic Unit Competency 4: Practice occupational health and safety procedures – LO4. Maintain OHS awareness
- Basic Unit Competency 4 – Quiz
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Common Competency
- Common Unit Competency 1: Apply Quality Standards – LO1. Assess quality of received materials
- Common Unit Competency 1: Apply Quality Standards – LO2. Assess own work
- Common Unit Competency 1: Apply Quality Standards – LO3. Engage in quality improvement
- Common Unit Competency 1 – Quiz
- Common Unit Competency 2: Perform Computer Operations – LO1. Plan and prepare for task to be undertaken
- Common Unit Competency 2: Perform Computer Operations – LO2. Input data into computer
- Common Unit Competency 2: Perform Computer Operations – LO3. Access Information Using Computer
- Common Unit Competency 2: Perform Computer Operations – LO4. Produce Output/ Data Using Computer System
- Common Unit Competency 2: Perform Computer Operations – LO5. Use basic functions of a www-browser to locate information
- Common Unit Competency 2: Perform Computer Operations – LO6. Maintain Computer Equipment and Systems
- Common Unit Competency 2 – Quiz
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Communicate effectively in English for customer service
Core 1 of the Contact Center Services NC II
- LO1. Demonstrate an ability to express oneself in a clear and concise manner
- LO2. Demonstrate an ability to listen and comprehend effectively
- Watch Video 25 Phrases in English
- Watch Video
- Self Test – Grammar Text
- Self Test -Sentence Construction Test
- Self Test – Sentences Constructions
- Task Sheet
- Core 1 – Quiz 1
- Core 1 – Quiz 2
- Sentence Construction & Reading Comprehension Exercise
- What is Basic English?
- Essay
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Perform customer service delivery processes
Core 2 of the Contact Center Services NC II
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Demonstrate ability to effectively engage customers
Last Core of the Contact Center Services NC II
Course Instructor
