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 skills to articulate effectively in the work environment
goal setting and planning skills to achieve performance targets
interpersonal skills to establish rapport and build relationships with clients, team members and stakeholders
planning and organising skills to manage own tasks within required timeframes
problemsolving skills to show independence and initiative in identifying and effectively solving conflict and problems
selfmanagement skills to:
comply with policies and procedures
proactively strive and self-evaluate for high standards of performance and behaviour
seek learning and development opportunities
teamwork skills to contribute positively to the team.
Required knowledge
customer base, company products and services
discipline required in a customer contact environment, including:
adherence to schedule and rostering requirements
performance management
industry-specific regulatory and legislative requirements in relation to customer service
occupational health and safety (OHS) policies and guidelines
operational systems used within scope of role
organisational mission, business goals and standards
organisational policies, procedures and guidelines in relation to customer service requirements
scope of customer contact operations
specific work role and key relationships.
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.
Specific customer contact operationsmay include: | customer support data collection information services marketing sales service provision combinations of the above. |
Customer contact infrastructuremay include: | automatic call distribution system contact management systems information technology networks and software systems interactive voice recognition systems internet and intranet services other centre-specific systems service level and call data reporting systems security systems telephony equipment. |
Systemsmay include: | automated call distribution (ACD) customer relationship management (CRM) complaint management database information database knowledge management applications schedules voice over IP applications. |
Key performance indicatorsmay include: | those on customer satisfaction those on customer effort monitoring time taken to answer calls operating within reporting protocols score tools, such as net promoter understanding metrics. |
Organisational processesmay include: | attending to forecasted calls working in a team. |
Organisational, regulatory and legislative requirementsmay include: | code of conduct Do Not Call Register industry-specific regulatory codes and guidelines OHS quality management and assurance Privacy Act Trade Practices Act/Competition and Consumer Act. |
Performance requirementsmay include: | adherence to schedule call rates conversion rates customer satisfaction data entry quality requirements first contact resolution quality targets sales targets. |
Professional imagemay include: | appearance and dress standards commitment to customer service commitment to team and centre goals manner of communications positive attitude. |
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