Assessor Resource

BSBCCO302A
Deploy customer service field staff

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies in any customer contact environment where the effective deployment of field staff is a required customer service function. It assumes the use of enterprise information systems in the deployment process.

Competence in this unit requires effective compilation, despatch and control of work requests to field staff in accordance with organisational requirements and customer expectations.

This work is undertaken with some supervision and guidance.

This unit describes the performance outcomes, skills and knowledge required to deploy field staff to fulfil service commitments to customers.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

effective and accurate use of systems to enter, maintain and control job details

effective communication with customers, staff and management

projection of a professional image in representing the company

application of principles of quality and continuous improvement in all operational activities

knowledge of legislative and regulatory requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to customer feedback or actual customers (including field staff) to discuss customer experience

access to performance management and quality assurance documentation

access to relevant legislation and regulatory codes.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

direct observation during actual calls and follow-up

customer (internal and external) feedback

review of quality assurance feedback

review of data entry and error reports

oral and/or written questioning to assess knowledge of business protocols and requirements including regulatory and legislative requirements

analysis of implementation of continuous improvement strategies

review of actual performance against targets.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCCO301A Use multiple information systems

BSBCUS301A Deliver and monitor a service to customers.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication and negotiation skills to work effectively with internal and external customers

listening skills to understand and confirm the enquiry/problem and to undertake any necessary action

literacy skills to clearly articulate requirements in work requests

numeracy skills to accurately read and enter data

organisational skills to manage own tasks within timeframes

stress and time management skills to work effectively in times of peak or fluctuating demand.

Required knowledge

industry specific terminology

legislative and regulatory requirements

operational environment - customer base, company products and services

policy, procedures, culture, values, mission, business goals and standards

work deployment systems.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Job may include:

customer visits to provide services or to assess for service provision or sales

installation, maintenance and repair of products or services on customer site

work duties requiring travel to another site

Resources may include:

field operatives

personnel

products

tools and equipment

transport

Manual despatch may include:

email

facsimile

message service

telephone call

Job details may include:

customer or work site name and address, estimated work time and work required

details required to identify and specify the work to be undertaken

payment details

special instructions

Communication may include:

email

facsimile

telephone

transmission of work or job request electronically

Business protocols may include:

approved business requirements for the use of communications and work requests

guidelines for completion of all of the necessary information in line with organisational policies, procedures and standards, and legislative and regulatory requirements

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify the need for the creation of a job despatch order 
Determine the impact of this work on resources and its urgency in consultation with appropriate areas, business protocols, regulatory and legislative requirements 
Enter accurately all necessary details into the appropriate work management system to create and automatically despatch job 
Confirm automatic despatch, where necessary 
Identify the need to manually despatch a job 
Communicate job details clearly to field staff 
Enter job details accurately into the appropriate work management system 
Identify the need to re-deploy resources in accordance with agreed priority 
Liaise with relevant stakeholders 
Deliver job to field staff in a timely manner 
Maintain accurate records relating to resources and their deployment 
Identify need for communication and relevant recipients 
Create clear and concise communication in accordance with business protocols 
Check information for clarity and accuracy 
Obtain appropriate approvals before sending communication 
Coordinate and monitor responses to communications 

Forms

Assessment Cover Sheet

BSBCCO302A - Deploy customer service field staff
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCCO302A - Deploy customer service field staff

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: