ICTTC202A

Use specific enterprise systems to satisfy customer requirements

Unit overview

As part of their daily work, call centre/customer contact centre agents use enterprise systems such as databases to access customer and product information. In this unit you will learn how to:

look up information in the database
enter new information into the database
make sure the information you enter into the database is correct

Nominal hours

40 hours.

Prerequisites

None.

Elements of competency

Element 1 - Locate and interpret information on most commonly used system screens.	Activity
Enterprise business systems are accessed using correct keying strategies.	Updating customer records
Customer requests are analysed to determine what data needs to be accessed.	Accessing customer records
Possible sources of information are identified.	Database details
Screens appropriate to the business to be transacted are located in a timely manner.	Database details
Standard system procedures are applied to satisfy customer requirements.	Updating customer records
Appropriate codes are used to locate information.	Accessing customer records
Information from other sources is accessed as necessary.	Updating customer records
Information, accessed from business systems and other sources, is analysed to meet customer requirements.	Updating customer records
Element 2 - Update and maintain information related to customer transaction on commonly used system screens.
Appropriate screen is accessed to initiate a transaction.	Inputting customer records
All relevant data required to complete transaction, is entered.	Inputting customer records
Appropriate codes are used to complete a transaction.	Inputting customer records
Information and commands are input correctly.	Updating customer records
Transactions are checked for accuracy/errors before release.	Inputting customer records
Element 3 - Seek support for system problems/issues identified during transaction.
Appropriate sources of help, for problems/issues, are identified.	Database details
The identified source/s of help are accessed to resolve problems/issues.	Database details

Here is a checklist for you to help you monitor your work progress.