S/NVQ Level 2 Call Handling Operations Student Pack

Candidate HandbookForewordAbout the CD-ROMIntroductionSkills Scan - Choosing your option unitsMandatory UnitsUnit 1 - Contribute to developing and maintaining positive caller relationshipsUnit 25 - Contribute to an effective and safe working environmentUnit 26 - Contribute to improving the quality of service provisionOptional UnitsUnit 2 - Address the needs of callersUnit 6 - Make arrangements on behalf of callersUnit 7 - Authorise transactions using telecommunicationsUnit 9 - Offer products and services over the telephoneUnit 11 - Enter and retrieve information using a computer systemUnit 17 - Process telephone callsTest your knowledge - AnswersGlossary of call handling termsCD-ROMOptional UnitsUnit 8 - Generate sales leads for follow-up callsUnit 10 - Undertake telephone researchUnit 12 - Communicating information using email facilitiesUnit 18 - Provide information and documentation to meet requirementsUnit 21 - Contribute to the handling of incidents and resourcesUnit 47 - Remotely provide, modify or cease telecommunication serviceAssessment ToolkitGlossary of NVQ termsAdditional resources for Units 25 and 26