Determine customer needs and requirements over the telephone
URN: SFJCCDB2.1
Business Sectors (Suites): NOS for Operational Delivery Contact Centre roles
Developed by: Skills for Justice
Approved on:
2013
Overview
Performance criteria
You must be able to:
Knowledge and Understanding
You need to know and understand:
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
External Links
Version Number
Indicative Review Date
2013
Validity
Current
Status
Original
Originating Organisation
Original URN
Relevant Occupations
Government and Related Organisations, Public Service Professionals, Public Services
SOC Code
4159
Keywords
Operational Delivery, Contact Centre, questioning style, effective
communication, providing appropriate advice and information to customers. It
also includes carrying out working duties in line with security, data protection,
health and safety regulations