Level 1 Certificate of Introduction to the Contact Centre Industry ( )

Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) www.cityandguilds.com September 2009 Version 1.0 Assessment guide - Sample Contains guidance for centres and candidates

About City & Guilds City & Guilds is the UK s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. City & Guilds Group The City & Guilds Group includes City & Guilds, ILM (the Institute of Leadership & Management) which provides management qualifications, learning materials and membership services, NPTC which offers land-based qualifications and membership services, and HAB (the Hospitality Awarding Body). City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. Equal opportunities City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement is available on the City & Guilds website. Copyright The content of this document is, unless otherwise indicated, The City and Guilds of London Institute 2007 and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and learners studying for City & Guilds qualifications may photocopy this document free of charge and/or include a locked PDF version of it on centre intranets on the following conditions: centre staff may copy the material only for the purpose of teaching learners working towards a City & Guilds qualification, or for internal administration purposes learners may copy the material only for their own use when working towards a City & Guilds qualification The Standard Copying Conditions on the City & Guilds website also apply. Please note: National Occupational Standards are not The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Publications City & Guilds publications are available on the City & Guilds website or from our Publications Sales department at the address below or by telephoning +44 (0)20 7294 2850 or faxing +44 (0)20 7294 3387. Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)20 7294 2787 F +44 (0)20 7294 2413 www.cityandguilds.com centresupport@cityandguilds.com

Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) www.cityandguilds.com September 2009 Version 1.0 Assessment guide - Sample Contains guidance for centres and candidates Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 3

City & Guilds Skills for a brighter future www.cityandguilds.com Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 4

Contents About this document 6 Questioning 9 Assessor s instructions 9 Candidate s instructions 15 Assignment 29 Assessor s instructions 29 Candidate s instructions 37 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 5

About this document The Level 1 Certificate of Introduction to the Contact Centre Industry is a vocationally related qualification (VRQ) which has been designed by City & Guilds. To achieve the qualification all 7 mandatory units must be passed. A summary of the assessment methods for each unit is listed below: Unit No. Title Assessment Method 101 The Contact Centre Industry 102 Communication Skills in a Customer Service Environment 103 Principles of Call Handling Skills 104 Call Handling Skills 105 Preparing to Handle Customer Problems and Complaints 106 Principles of Sales 107 Personal Aptitudes for Contact Centre Employment Questions which are externally set, internally administered and marked and externally verified. Questions which are externally set, internally administered and marked and externally verified. Questions which are externally set, internally administered and marked and externally verified. An assignment covering practical skills which is externally set, internally administered and marked and externally verified. Questions which are externally set, internally administered and marked and externally verified. Questions which are externally set, internally administered and marked and externally verified. Questions which are externally set, internally administered and marked and externally verified. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 6

Questioning/assignment This guidance should be read in conjunction with specific guidance for each assessment. Assessors should ensure that candidates are aware of the standard they have to reach to achieve a Pass. Assessors may discuss marking criteria by using sample assessment/ learning materials with candidates but the marking and grading criteria for each live assessment should not be shown to candidates until after the grading has been verified. Assessors will need to check that all the requirements of a unit have been fulfilled. The assessments provide the opportunity for candidates to sign off that they have achieved the appropriate learning outcomes within the units. Completion of assessments Each assessment contains the following: guidance for assessors comprising assessment specific guidance marking and grading criteria - this information must not be divulged to candidates until grading has been verified candidate s instructions - assessment specific. Assessors are strongly advised to check and familiarise themselves with the requirements and workability of each assessment before it is issued to candidates. Grading of questioning/assignment Grading of each assessment is Pass / Fail. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 7

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Level 1 Certificate of Introduction to the Contact Centre Industry Questioning Assessor s instructions Assessment number 4424 Version Sample Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 9

Level 1 Certificate of Introduction to the Contact Centre Industry Notes for guidance The questioning comprises the assessment for Units 101-103 and 105-107. The importance of safe working practices, the demands of the appropriate national and local Health and Safety legislation, associated regulations and Codes of Practice associated with the particular industry, must always be stressed. Candidates have responsibilities for maintaining the safety of others as well as their own. Anyone behaving in an unsafe fashion must be stopped and suitable warnings given. A candidate should never be allowed to continue working on an assignment if they have contravened these requirements. This may seem rather strict but, apart from the potentially unpleasant consequences, each candidate must acquire the habits required for the workplace. The following notes for guidance are provided to assist assessors in planning the delivery of this assessment to candidates. Oral Questioning 1 Location of assessment 1.1 Any suitable location in the contact centre learning environment where the candidate can perform the assessment on a 1:1 basis without distraction, interruption and general background noise from other candidates. It should be performed as if the candidate was in a real interview with an employer. 2 Equipment required for this assessment 2.1 If the assessment can be recorded, this would be beneficial, but not essential. Candidate agreement should be obtained before using audio equipment. 2.2 Candidates may need water as in a real interview situation. The candidate needs no materials or equipment. 2.3 The assessor must record the candidate s answers on the pro-forma provided or similar, during the assessment, where audio equipment is not being used. 3 Notes on content of this assessment 3.1 The questioning should be conducted as a real employer interview. As such, the assessor may not need to ask all the questions from each section if the candidate has provided enough evidence to satisfy the criteria with fewer questions. Equally, the assessor may ask additional questions to probe for further information / answers. 3.2 The assessor should read through the candidate instructions with the candidate before starting the interview. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 10

Written Questioning 1 Location of assessment 1.1 Any suitable location in the organisation or learning environment. 2 Equipment required for this assessment 2.1 If delivered as a written examination centres may wish to present the questions in a question paper format rather than using the pro forma which contains some information which only applies to Oral Questioning. If using the pro forma then candidates will need to be instructed to ignore the last column and all reference to recording candidates responses. 3 Notes on content of this assessment 3.1 The test should be sat under examination conditions. Candidates are handed a written copy of the questions and informed of the time limit. Oral and Written questioning 4 Evidence and recording 4.1 The assessor s marking and grading criteria needs to be completed for each candidate and clearly referenced with their name and enrolment number. 5 Time considerations 5.1 The time allowance for the questioning varies according to the unit. Please adhere to the time allowance on the individual test. This time allowance does not include any warm-up questions (for oral questioning). 5.2 If a candidate fails the assessment they may repeat. However, they should complete an alternative version if possible. 5.3 A period of 7 days must have elapsed before the assessment or a section within it is retaken. Further training/feedback should be given to candidates before the assessment or section within it is retaken. 6 Additional information 6.1 Answers given in the marking and grading criteria are indicative of the type of answers candidates should give. They are not definitive. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 11

Oral Questioning Assessor questions and interview format (Not to be shown to candidates) For each unit, ask all numbered questions. Questions may only be omitted if the breadth of candidate response to one question covers the required criteria to another question within the interview. Ask only one or two warm up questions (that are not covered in the live assessment) to set the candidate at ease and establish the interview format. These questions are nonassessed. Probing question can be used if required in order to draw out more detailed responses from the candidate in the same way a real employer interview would take place. These questions should not be leading in a way that either gives or hints at the answer but should merely re-phrase the original question. The following are examples of assessed and probing questions: Assessed question - Give three techniques used within a contact centre to ensure information from the customer is accurately collected. Probing question - Think about the type of information we need to collect from a customer. What might we need to do to check we have taken it down accurately? The following are examples of leading questions and should not be used: How might we check we have taken a customer postcode correctly? Think of techniques that ensure we collect data accurately, for example, using the phonetic alphabet. Recording the candidate responses For evidence of the responses given by the candidate, you must either a) capture these responses in note format using the pro-forma provided during the questioning or b) use audio equipment to record the assessment. An alternative pro-forma for recording responses may be used so long as it provides sufficient evidence of the candidate s responses and segments data into the section headings within the oral questioning assessment. The candidate responses must be recorded during the assessment and it is recommended that marking against the marking criteria takes place simultaneously. It is possible to combine the questions from one or more units together to sit in one go Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 12

Written Questioning The assessment is designed to be delivered as oral questioning. This is the method preferred by City & Guilds. However it may be offered as a written test. Centres offering this as a written test are recommended to represent the questions in a question paper format. Centres must not alter the wording of the questions. If tutors choose to present the pro forma to the candidates for the written test then they should inform candidates to ignore the last column and all references to recording the candidates responses. The written test should be completed under examination conditions and the time allowance should be adhered to. All question papers should be collected in by the invigilator. Candidates are not allowed to take them outside of the examination. It is possible to combine the questions from one or more units together to sit in one go Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 13

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Level 1 Certificate of Introduction to the Contact Centre Industry Questioning Units 101, 102, 103, 105, 106 and 107 Candidate s instructions Assessment number 4424 Version Sample Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 15

Certificate of Introduction to the Contact Centre Industry You are advised to read all the instructions carefully before the assessment begins. Check with your Assessor/Tutor, if necessary, to ensure that you have fully understood the process. You must at all times, observe all relevant Health and Safety precautions. Introduction Oral questioning This assessment is an interview, where you are required to give verbal answers to the questions asked of you by the assessor. You will not be required to write anything. You can agree to have your responses to the questions recorded otherwise the assessor will make written notes of your answers. Try to give full answers to the questions asked. If you can not think of an answer to a question, you may ask for time to think about your response or ask to come back to the question at the end of the interview. You may ask the interviewer to repeat questions if you either do not hear or are unclear about what is expected of you. Please try to answer all questions. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 16

Assessor pro-forma for recording candidate responses (Not to be shown to candidates unless given as a written exam) If the candidate responses are being recorded please place a tick in the space provided. Enter the counter number/time (if applicable) from the recorder at the start of each unit. If the assessment is not being recorded notes of the candidate s response to questions must be written in the space provided. Unit 101 The Contact Centre Industry Question Candidate Response Marks Recorded Response (Counter Number) 1 Describe the difference between an inbound and an outbound call. 2 Counter no: 2 How does good customer service affect the outcome of a call? 1 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 17

Assessor pro-forma for recording candidate responses (Not to be shown to candidates unless given as a written exam) If the candidate responses are being recorded please place a tick in the space provided. Enter the counter number/time (if applicable) from the recorder at the start of each unit. If the assessment is not being recorded notes of the candidate s response to questions must be written in the space provided. Unit 102 Communication Skills in a Customer Service Environment Question Candidate Response Marks Recorded Response (Counter Number) 1 Give one example of when a situation or audience would change your communication style. 1 Counter no: 2 State one reason why first impressions are important in customer care. 1 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 18

Assessor pro-forma for recording candidate responses (Not to be shown to candidates unless given as a written exam) If the candidate responses are being recorded please place a tick in the space provided. Enter the counter number/time (if applicable) from the recorder at the start of each unit. If the assessment is not being recorded notes of the candidate s response to questions must be written in the space provided. Unit 103 Principles of Call Handling Skills Question Candidate Response Marks Recorded Response (Counter Number) 1 Give one example of negative language used in customer care and the impact it will have on the customer. 2 Counter no: 2 Give one example of what may happen if inaccurate data was taken. 1 3 Give one example of what can happen when active listening skills are not used when dealing with customers. 1 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 19

Assessor pro-forma for recording candidate responses (Not to be shown to candidates unless given as a written exam) If the candidate responses are being recorded please place a tick in the space provided. Enter the counter number/time (if applicable) from the recorder at the start of each unit. If the assessment is not being recorded notes of the candidate s response to questions must be written in the space provided. Unit 105 Preparing to Handle Customer Problems and Complaints Question Candidate Response Marks Recorded Response (Counter Number) 1 Give two techniques used for handling an angry customer 2 Counter no: 2 How might you identify a naturally assertive customer by their behaviour? Give one example. 1 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 20

Assessor pro-forma for recording candidate responses (Not to be shown to candidates unless given as a written exam) If the candidate responses are being recorded please place a tick in the space provided. Enter the counter number/time (if applicable) from the recorder at the start of each unit. If the assessment is not being recorded notes of the candidate s response to questions must be written in the space provided. Unit 106 Principles of Sales Question Candidate Response Marks Recorded Response (Counter Number) 1 In a contact centre environment there are inbound and outbound sales calls. Give two examples of inbound selling. 2 Counter no: 2 Give one reason why is it important to understand customer needs. 1 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 21

Assessor pro-forma for recording candidate responses (Not to be shown to candidates unless given as a written exam) If the candidate responses are being recorded please place a tick in the space provided. Enter the counter number/time (if applicable) from the recorder at the start of each unit. If the assessment is not being recorded notes of the candidate s response to questions must be written in the space provided. Unit 107 Personal Aptitudes for Contact Centre Employment Question Candidate Response Marks Recorded Response (Counter Number) 1 Trust and mutual support are important in team working. Give one reason why. 1 Counter no: 2 Identify one way of overcoming negative feelings and barriers associated with change. 1 3 List one action that may be taken to improve own development. 1 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 22

Certificate of Introduction to the Contact Centre Industry Oral questioning Unit 1 The Contact Centre Industry Marking and Grading Criteria (Not to be shown to candidates) Assessment number 4424-01-101 Version A Candidate name: Enrolment no: Signature: Date: Assessor name: Signature: Date: Internal Quality Sampled by: Signature: Date: Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 23

This is a small sample of questions from each unit, not a complete mock test. Unit 101 The Contact Centre Industry Question Answer Marks REFERENCE NUMBER 1 Describe the difference between an inbound and an outbound call. Explained that an outbound call is a call made by the call centre to customers and an inbound call is a call received by the call centre from customers. 2 1.4 2 How does good customer service affect the outcome of a call? The customer is satisfied and likely to buy more; recommend friends; happy to ring back in the future; feels customer satisfaction 1 2.2 Unit 102 Communication Skills in a Customer Service Environment 1 Give one example of when a situation or audience would change your communication style. 2 State one reason why first impressions are important in customer care. Gave one example of a situation when communication style was changed to suit situation or audience eg formal language in a public meeting, speak slower or repeat key information on a voice mail or answer phone. Gave one reasons why first impressions are important regarding customer care eg if a customer has a negative experience within the first few moments, they are likely to form an opinion regarding how valued their custom is and also what type of service they can expect. This opinion is then difficult to change. A poor first impression can often lose future business as a customer is not inclined to return or recommend to others. 1 1.5 1 3.3 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 24

Unit 103 Principles of Call Handling Skills 1 Give one example of negative language used in customer care and the impact it will have on the customer. 2 Give one example of what may happen if inaccurate data was taken. 3 Give one example of what can happen when active listening skills are not used when dealing with customers. Gave one example of negative language eg I m sorry, it s not my job to handle questions about that product, sorry I have not been trained on that yet this may cause the customer to be dissatisfied; create and anger and frustration; cause loss of business. Example 1 mark, impact 1 mark Gave one example of what may happen if inaccurate data was taken eg further cost may be incurred, there could be legal implications, customer dissatisfaction will occur. Gave one example of what can happen when active listening skills are not used when dealing with customers eg misunderstandings can arise, there may be an increase in call duration, customers can become frustrated, there may be some implied needs missed and also sales opportunities missed. 2 1.4 1 2.5 1 3.2 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 25

Unit 105 Preparing to Handle Customer Problems and Complaints 1 Give two techniques used for handling an angry customer 2 How might you identify a naturally assertive customer by their behaviour? Give one example. Unit 106 Principles of Sales 3 In a contact centre environment there are inbound and outbound sales calls. Give two examples of inbound selling. 4 Give one reason why is it important to understand customer needs. Gave two techniques used for handling an angry customer eg you allow the customer to vent their anger while you use restraint, breathe slowly, manage the tone and use the correct words; don t react (as you will get louder, will speak faster, be defensive, retaliate etc) Gave one behaviour pattern of a naturally assertive customer eg forthright, direct, self-assured, positive, demanding, action orientated, decisive and may lack patience. On the telephone this maybe identified as customers who are - interested in results or outcomes only, like immediate answers, focus on timescales and deliverables, can seem abrupt, not interested in social conversations, don t require the details and can speak fast. Gave two examples of a selling in an inbound customer service environment eg. selling insurance from an inbound banking call; upgrading customers to first class when purchasing train tickets; selling promotional items when customers call to place an order. Gave one reason why it is important to understand customer needs in the sales process eg in order to sell effectively it is important to understand customer needs, wants and desires, so features and benefits can be matched accordingly. 2 2.1 1 2.2 2 1.1 1 2.4 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 26

Unit 107 Personal Aptitudes for Contact Centre Employment 1 Trust and mutual support are important in team working. Give one reason why. 2 Identify one way of overcoming negative feelings and barriers associated with change. Described why trust and mutual support are important in team working eg to have mutual trust and support creates an effective team. An effective team will help each other achieve, take responsibility for own role within team, unite, share information and have open communication. Identify one way of overcoming negative feelings and barriers associated with change eg accepting what can t be changed as it is a waste of energy, deciding what you have control over, looking forward not back, action planning, seeing change as a positive thing. 1 1.4 1 3.6 3 List one action that may be taken to improve own development Listed one action that may be taken to improve own development areas eg increased product knowledge; improve typing speed. 1 4.5 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 27

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Level 1 Certificate of Introduction to the Contact Centre Industry Assignment Unit 104 Call Handling Skills (Application) Assessor s instructions Assignment 4424-104 Version Sample Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 29

Call Handling Skills (Application) 4424-104 Notes for guidance This assignment comprises the assessment for Unit 104 Call Handling Skills (Application). The importance of safe working practices, the demands of the appropriate national and local Health and Safety legislation, associated regulations and Codes of Practice associated with the particular industry, must always be stressed. Candidates have responsibilities for maintaining the safety of others as well as their own. Anyone behaving in an unsafe fashion must be stopped and suitable warnings given. A candidate should never be allowed to continue working on an assignment if they have contravened these requirements. This may seem rather strict but each candidate must acquire the habits required for the workplace. The following notes for guidance are provided to assist assessors in planning the delivery and fair evaluation of this assignment to candidates. 1. Location of assignment 1.1 Any suitable location in the contact centre learning environment where the candidate can perform the assessment on a 1:1 basis without distraction, interruption and general background noise from other candidates. The assessor should not be in the same room as the candidate when conducting the call. 2. Equipment required for this assignment 2.1 Candidate will receive an inbound call from the assessor and so will require telecommunications equipment as well as a PC. 2.2 If the call can be taped, this would be beneficial, but is not essential. 2.3 Candidates will need to type up after call on a PC following the inbound call, so the template provided (see Task C) must be made available electronically using word processing software. 2.4 Appropriate stationary should be provided for the candidate to complete the call preparation template. 3. Notes on content of this assignment 3.1 This assignment can be taken as part of a real work activity or within a learning environment. Centres should ensure candidates are familiar with the PC based applications and communications technology required for this assessment. 3.2 The assignment is based on a role play situation where the assessor is required to act as a customer and therefore must be familiar with the brief provided. The assignment should be conducted as a real customer scenario. 4. Evidence and recording 4.1 All work produced by the candidate should be kept together. The candidate is required to put their name and enrolment number on all pieces of work. The assessor s marking and grading criteria needs to be completed for each candidate and clearly referenced with their name and enrolment number. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 30

5. Time considerations 5.1 There is a recommended time allowance of 1 hour for the assignment. 5.2 There is no time limit for the role-play itself, although it should take no longer than 20 minutes. The preparation and after call part of the assessment should be strictly adhered to with each candidate receiving 30 minutes to prepare and 10 minutes to complete the after call. 5.3 A period of 7 days must have elapsed before an unsuccessful candidate can retake this assignment. Further training or feedback must be given before the candidate resits the assessment. 5.4 If a resit is required, the candidate must re-take the full assignment or be offered an alternative version if one is available. 6. Additional information 6.1 Answers given in the marking and grading criteria are indicative of the type of answers candidates should give. They are not definitive. 6.2 If you do not record the call, the call observation sheet must be used by the assessor/tutor. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 31

Assessor s brief for conducting the role play (Not to be shown to candidates) The Format Once the candidate is in an area which meets the City & Guilds requirements, you should explain the format of the assessment. The candidate will have 30 minutes to read the brief and complete the template to prepare for the call, followed by an inbound call from a customer (approx 20 minutes). Following the customer call, the candidate will need to complete their after call sheet (electronically) and will have 10 minutes to do this. Initial Scenario (background) You are an existing customer of Newmobile, who supply you with your mobile phone. You are phoning because you would like to change your tariff and phone Customer Information Your name is Frank/Francine Craig Your address is: Grayhill View, 12 Smith Street, Princeton P24 6YU Your account number is 0128966. You presently have a tariff of 35 for 600 texts and 200 minutes. You feel you could get a better deal and new phone. You have been a good customer for four years and have a good credit rating. Scenario of the call The first thing that you as the customer do is mention how annoyed you feel about the length of time it has taken to get through. After giving appropriate account details ie one of name, address, account number you will be prompted to offer the following information -your date of birth, 12.08.84 and your mother s maiden name, Black and your place of birth, Glasgow. At this point you should also make your frustration known about the various questions you are being asked regarding your personal details. You then explain that you are ringing regarding your tariff and phone. You explain the tariff you are on and that you hope to get a better tariff and new phone. Your last contract has just run out. After the candidate has outlined the available options to you on the current tariffs, you will also state you been on the Internet and noted that there were better deals. The candidate should then offer a third package for your consideration. You should then accept this third package should the candidate confidently explain it. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 32

Call observation form During/following the call you should complete the following on the candidate s ability to handle the call: Statement Vocal techniques Uses voice to maximum effect clarity, tone, pace and pitch Has a confident manner Applies basic techniques to produce positive tone smiling while talking Uses polite, positive and courteous language Listening skills Applies techniques for effective listening repeats back info, paraphrasing/summarising, makes notes Makes use of verbal nods Applies active listening to meet customer needs (including implied needs) Repeats back spellings, numbers where appropriate to check for accuracy using phonetics as applicable Customer dialogue Uses appropriate call opening Uses open and closed questions (funnel technique) to understand and meet customer needs Ensures has collected all relevant information and uses appropriate call close Maintaining customer service Displays empathy towards the customer Creates a rapport with the customer use of name etc Offers appropriate solution meets customer and company needs Summarises to check all customer needs met by using checking questions Uses positive language at all times Ensure no use of negative language in response to customer objections ie regarding call waiting, giving personal details Remains calm, handles pressure. Stays positive throughout role-play. Comments Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 33

Sales skills Sells opportunities confidently and successfully. Successfully closes the sale Ends the call in a professional manner Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 34

Call Handling Skills (Application) 4424-104 Assignment overview Tasks There are three tasks to this assignment. Assignment coverage Task Task name Learning outcomes covered A Complete call preparation template in preparation for incoming call N/a B C Handle an incoming call from a customer Summarise the call using a template and electronically record customer details 1.1, 1.2, 1.3, 2.1, 2.2, 2.3, 2.4, 2.5, 3.1,3.2, 3.3, 3.4, 3.5, 3.7, 3.8, 4.1, 4.2, 4.3, 5.2, 5.3, 5.4 3.7, 6.1, 6.2, 6.3 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 35

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Level 1 Certificate for Introduction to the Contact Centre Industry Assignment Unit 104 Call Handling Skills (Application) Candidate s instructions Assignment 4424-104 Version Sample Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 37

Call Handling Skills (Application) 4424-104 Assignment 4424-104 You are advised to read all instructions carefully before starting work and to check with your Assessor/Tutor, if necessary, to ensure that you have fully understood the process. You must, at all times, observe all relevant Health and Safety requirements. There is a recommended time allowance of 1 hour for this assignment, broken down as follows: Reading the brief and preparing the call template 30 minutes (not assessed) Handling customer call 20 minutes (guideline) Completion of after call 10 minutes Introduction This assignment is broken down into three parts: 1. Task A requires you to complete a call preparation template in order to prepare for an incoming customer call (this is for your preparation for the call only and will not be assessed) 2. Task B requires you to handle an inbound call from a customer, including some cross/up-sell. You will be assessed on the following: 1. Vocal techniques 2. Listening skills 3. Customer dialogue 4. Maintaining customer service 5. Sales skills You are provided with a blank space for recording notes throughout the customer call these notes will not be assessed. 3. Task C requires you to summarise the call using the template provided and electronically record the required customer details. Note: At the conclusion of this assignment, hand all paperwork to your Assessor. Ensure that your name and enrolment number is on all your documentation. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 38

Task A Time allowed 30 minutes For this task you are going to review the briefing information provided and use it to prepare yourself to handle an incoming customer call. Before the call can take place in 30 minutes time, you will first need to read the information below. Candidate Overview Your objective in this call is to resolve a customer query and provide the customer with the best solution to meet their needs in order to ensure customer satisfaction and achieve your own targets if you can! Brief In 30 minutes, the phone will ring and you should answer and conduct the call as if you are an employee of Newmobile a mobile phone provider. You will not have access to a real database but you should act as though this is the case ie the customer who calls you is a customer of Newmobile. The role and levels of authority You work for a company called Newmobile, a UK mobile phone provider. There is much competition in this market. Your department deals with customer enquiries. You are expected to answer the call using the script set by the organisation ie Good morning/afternoon Newmobile My name is How can I help you today? You are aware that customers are becoming increasingly frustrated by the procedure they have to follow with options before they ever reach you. You are expected to apologise to any customer who complains and explain that the organisation is at present trying to improve this process. You are also expected to apologise for any delays during busy periods. Before resolving any customer query, you are required to ask the following information, checking accuracy: Name and account number If these are correct you still do not give any details but ask for their password which is their mother s maiden name. The password must be asked and must be correct. To comply with Data Protection legislation you must confirm all the customer details to check your records are accurate. You should apologise if the customer objects to all these questions being asked, explaining they are required for data protection purposes. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 39

The next stage will be to establish the reason for the call. If your customer s contract has ended there are two new deals on offer which you will discuss with the customer. Deal 1 Deal 2 30 for a 12 month contract 30 for a 12 month contract 700 text messages 700 text messages 300 call minutes 300 call minutes Free insurance Facility to record and play videos Free internet access Internet access Note you have targets to meet on retaining customers so can offer the deal below should the customer mention they have been searching the Internet for better packages. Deal 3 25 for a 24 month contract 650 text messages 300 call minutes Facility to record and play videos Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 40

Customer Information The customer details you have are as follows: Name - Frank/Francine Craig Address - Grayhill View, 12 Smith Street, Princeton, P24 6YU Account number - 0128966 Present tariff - 35 for 600 texts and 200 minutes. Date of birth - 12.08.84 Mother s maiden name - Black Place of birth - Glasgow Sales Customer information can be viewed through their name and account details. A password is also required and the key for this customer s password is their mother s maiden name. Remember you have monthly retention targets to meet. Other information You are able to put the customer on hold if required. The phones are very busy today and the call waiting time has been longer than usual. Some customers are mentioning this, and the fact they have so many options to choose from, at the start of their call. You will need to: o o o Resolve the customer s immediate problem(s) Check the customer s satisfaction at the end of the call Record any feedback given. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 41

Task A Preparation Sheet As part of your 30 minute preparation time you may wish to complete the boxes below. Use your knowledge of handling inbound calls plus the information on the brief to complete the following: 1. What will be your opening statement? Include all four stages of the call opening. 1. 2. 3. 4. 2. State, in order, the customer information you need to collect and validate before answering the customer query. 3. State two methods you will use to make sure the customer data you collect is accurate. 1. 2. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 42

4. After establishing the purpose of the call, detail below a) two examples of possible open and probing questions b) one example of a closed question you would ask to check your solutions are meeting customer needs. 5. It is important to maintain a positive attitude during your contact with the customer. State two methods you could adopt to ensure you present a positive attitude. 1. 2. 6. From the information given state below three possible solutions you may have to meet your customer needs. 1. 2. 3. 7. State three of the vocal qualities you would adopt during your call. 1. 2. 3. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 43

8. Closing the call is as important as the opening. State three key components you would use to successfully close your call. 1. 2. 3. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 44

Task B 20 minutes (approx) This part of the assessment is about handling the inbound call. Use your call preparation sheet plus the briefing information to help you do this. In a moment the phone will ring, answer as if you were an employee of Newmobile. Use the space below to make notes whilst handling the call. You must record the information collected as follows: customer s full name, postcode and house number or the customer s full name and account number and the password. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 45

Additional page if required Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 46

Task C Time allowed 10 minutes The final part of the assessment requires you to summarise the call you have just handled and complete an electronic after call template. Print this off at the end of the assessment. Use the template to record the key points of your customer contact. 1. Customer s full name (including first name): 2 Two reasons for the customer call 3. Advice given and action taken for customer: Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 47

4. Status at end of call Has the customer query been resolved yes or no? If yes, how did you confirm the query has been resolved? If no, what further action did you suggest? 5. Customer feedback at end of call At the conclusion of this assignment, hand all paperwork to your Assessor. Ensure that your name and enrolment number is on all your documentation. Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 48

Level 1 Certificate for the Introduction to the Contact Centre Industry Marking and Grading Criteria (Not to be shown to candidates) Assignment number 4424-104 Version Sample Candidate name: Enrolment no: Signature: Date: Pass/Fail Assessor name: Signature: Date: Internal Quality Sampled by: Signature: Date: Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 49

Each of the points should be ticked if satisfactorily met according to marking criteria and crossed if not. If a point does not apply it should be crossed through and annotated with reasons why it is not applicable. Pass Task A will not be assessed. Candidates must meet 13 of the criteria shown as O and all criteria shown as in Task B and 3 criteria shown as O and all criteria shown as for Task C. Task B Marking criteria Marking Ref no 1 Vocal techniques Used voice to maximum effect eg clarity, tone, pace and pitch Had a confident manner Applied basic techniques to produce positive tone eg smiled while talking Used polite, positive and courteous language 2 Listening skills Applied techniques for effective listening repeated back info, paraphrased/summarised, made notes Made use of verbal attends Applied active listening to meet customer needs (including implied needs) Repeated back spellings, numbers where appropriate to check for accuracy using phonetics as applicable 3 Customer dialogue Used appropriate call opening Used open and closed questions (funnel technique) to understand and meet customer needs Ensured had collected all relevant information and used appropriate call close O O O O O O O O O 1.1, 1.2, 1.3 2.2, 2.3, 2.4, 2.5, 3.4 3.1, 3.5, 3.8 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 50

4 Maintaining customer service Displayed empathy towards the customer Created a rapport with the customer use of name etc Offered appropriate solution to meet customer and company needs Summarised to check all customer needs met by using checking questions Positive language used at all times Negative language not used in response to customer objections ie regarding call waiting, giving personal details Remained calm, handles pressure. Stayed positive throughout role-play. O O O O O O O 2.2, 3.2, 3.3, 3.5, 4.1, 4.2, 4.3 5 Sales skills Sold opportunities confidently and successfully Successfully closed the sale Ended the call in a professional manner O O O 2.1, 3.8, 5.2, 5.3, 5.4 To Pass Task B candidates must meet 13 criteria shown as O and all criteria shown as Pass/fail Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 51

Task C Marking criteria Marking Ref no Note for assessor - please note your marking for this assignment should reflect the content and dialogue of the conversation you had with your candidate during the call. 1 Answers recorded on after call template sheet using PC. Completed after call template sheet in 10 minutes 2 Accurately recorded the purpose of the call Answer eg The customer is out of contract and wants a new tariff The customer wants a new phone The customer wants a new package 3 Advice given Details of present new deals Actions taken for customer Persuaded to one of the new deals O O O 6.3 6.1, 6.2 6.1 Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 52

4 Accurately recognised if the customer query has been resolved or not. 6.2 5 Accurately recorded feedback obtained at end of call from the customer O 3.7, 6.1, 6.2 To Pass Task C candidates must meet all criteria shown as and 3 criteria shown as O Pass/fail Candidate name Assessor name Assessor signature Date Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 53

Published by City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0)20 7294 2800 F +44 (0)20 7294 2400 www.cityandguilds.com City & Guilds is a registered charity established to promote education and training Level 1 Certificate of Introduction to the Contact Centre Industry (4424-01) Assessment Guide Sample 54