| Section | Total Questions |
| |
| 1.0 Corporate Objectives / Business Processes | |
| | 1.1.0 | Corporate Objectives and Strategy Fit (Compulsory) | 9 |
| | 1.2.0 | Call / Contact Centre Objectives and Strategy (Compulsory) | 5 |
| | 1.3.0 | Business process alignment and change management (Compulsory) | 21 |
| | 1.4.0 | Disaster Recovery Plan, Data Security and Compliance (Compulsory) | 42 |
| |
| 2.0 Customer Relationship Management | |
| | 2.1.0 | Customer contact (Compulsory) | 48 |
| | 2.2.0 | Customer Complaint Management (Compulsory) | 13 |
| | 2.3.0 | Customer satisfaction (Compulsory) | 5 |
| | 2.4.0 | Digital Customer Service Delievry (Compulsory) | 44 |
| |
| 3.0 Health & Safety and Staff Wellbeing | |
| | 3.1.0 | Health & Safety - Health, Safety and Environment (Compulsory) | 15 |
| | 3.2.0 | Health & Safety - Display Screen Equipment (DSE) and the working environment (Compulsory) | 20 |
| | 3.3.0 | Health & Safety - Environmental controls and practices in place or what needs to be in place. (Compulsory) | 9 |
| | 3.4.0 | Health & Safety - Eyes and eyesight, voice, hearing / noise, and musculoskeletal disorders (MSD) are covered in this section. (Compulsory) | 22 |
| | 3.5.0 | Staff Wellbeing (Compulsory) | 26 |
| | 3.6.0 | Staff Wellbeing - Cover daily work routine and work practises within the centre. (Compulsory) | 16 |
| |
| 4.0 Contact Centre Structure (Compulsory) | 15 |
| |
| 5.0 Recruitment / Career Development / Remuneration | |
| | 5.1.0 | Recruitment | 12 |
| | 5.2.0 | Career development | 42 |
| | 5.3.0 | Remuneration | 15 |
| |
| 6.0 Training | 33 |
| |
| 7.0 Internal Communications | 15 |
| |
| 8.0 Operational Metrics | |
| | 8.1.0 | Scheduling and resource planning | 12 |
| | 8.2.0 | Service Measures | 11 |
| | 8.3.0 | Reporting – Contact Centre Metrics | 36 |
| | 8.4.0 | Contact volumes and costs | 31 |
| | 8.5.0 | Call and contact flow monitoring and management. (Compulsory) | 14 |
| | 8.6.0 | Call and contact quality management (Compulsory) | 11 |
| | 8.7.0 | Quality of voice messages, automatic response and other customer contact (Compulsory) | 5 |
| | 8.8.0 | Technology | 70 |
| | 8.9.0 | Quality and process analysis | 10 |
| | 8.10.0 | Planning and Objective Setting | 21 |
| Total Questions: | 648 |