PURPOSE OF THE UNIT STANDARD This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner's job. This unit standard is intended to enhance the provision of entry level service within the Contact Centre Industry. The qualifying learner is competent of: Using a computerised system. Responding to calls or other forms of communication (Range: Inbound or outbound). Following up customer queries.