Provide information and support about services and products in a contact centre
Overview
This standard is about providing information and support about services and products in a contact centre. It involves following organisational guidelines to comply with regulation or legislation during customer contact. You will establish and verify the identity of customers, provide information specific to their requests and refer calls to colleagues when you are unable to resolve the customer queries. It is for contact centre professionals providing information and support about services and products in a contact centre.
Performance criteria
You must be able to:
Follow organisational customer service guidelines for handling contacts
1. follow organisational guidelines relating to language and conversation
2. use communication equipment handling customer contacts
3. deal with customer contacts for specific information across a range of services or products
4. ensure compliance with relevant organisational regulations and legislation during customer contact
Establish and validate customer identity
5. link your customers' identity with the organisation's records, where applicable
6. use organisational security protocols to confirm your customer's identity
7. follow organisational procedures to record any departure from the standard authorisation pattern
8. explain to your customer the reasons for verifying their identity and options when unable to do so
Support customer needs for information and decisions about services or products
9. communicate information to customers about a specified range of services or products
10. respond to customer's queries about a range of services or products and ensure the customers' understanding
11. maintain and update your own knowledge about the range of services or products offered
12. support customers who are making decisions about services and products
13. offer customers options for different actions about services or products
14. resolve customer requests or problems within your own level of authority
15. refer customer requests or problems to a colleague with authority when you cannot deal with the matter
16. follow current legal, regulatory and data protection requirements, codes of practice and organisational policies and procedures relating to handling personal information
Knowledge and Understanding
You need to know and understand:
- the range of services and products that you can deal with during customer contacts
- the features of services and products you can describe during customer contacts
- the organisational guidelines on use of language and conversations with customers
- how to use key features of communication equipment during communication with customers
- your own level of authority for dealing with customer contacts about a range of services and products
- the regulations and legislation that impact on your contact with customers and their identification
- the reasons why the organisation's procedures are necessary for communication with customers
- how to check customers' understanding of the information about products and services
- the ways of maintaining and updating your knowledge and understanding of services and products
- how to guide customers making decisions about services and products
- the options available to your customers when making decisions about services and products
- the relevant member of staff to refer customers to when a request or problem is outside of your competence or authority
- the organisational procedures for recording details of contact with customers
- the current legal, regulatory and data protection requirements, codes of practice and organisational policies and procedures relating to handling personal information