Assessor Resource

BSBCCO601A
Optimise customer contact operations

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies in a customer contact environment where a variety of statistical control tools are used in monitoring and optimising customer contact operations.

Competence in this unit requires comprehensive knowledge of customer contact operations, and the statistical tools and methodology required to optimise operations.

This work is undertaken by specialists, team leaders or managers, depending on the size and structure of the centre.

This unit describes the performance outcomes, skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.

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:

statistical reports of contact centre process performance

explanation or demonstration of process improvement strategies

records of customer contact productivity measures

explanation of productivity improvement methodology

knowledge of quality management and related process control methods.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to information, reporting and databases for analysis activities

access to relevant standards and guidelines

access to benchmarking analysis and improvement plans.

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

review of process documentation

analysis of peer and line management feedback

review of statistical reports of contact centre process performance

analysis of process improvement strategies

review of records of customer contact productivity measures

analysis of explanation of productivity improvement methodology

review of graphical records of customer contact processes

review of records of analysis for operations benchmarking.

Guidance information for assessment

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

BSBCCO602A Manage customer contact information

BSBITA601A Configure and optimise customer contact technology.

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

analytical skills to analyse relevant workplace information and data, and to make observations of workplace tasks and interactions between people, their activities, equipment, environment and systems

consultation and negotiation skills to develop plans, and to implement and monitor designated actions

information technology skills to access and use information and data, and to produce reports and graphical representations

interpersonal skills to establish rapport; to build relationships with clients, team members and stakeholders; to establish relevant networks (internal and external)

leadership skills to gain the trust and confidence of colleagues and stakeholders

literacy skills to clearly communicate and articulate information across all communication media

numeracy skills to calculate, manipulate and validate data and statistics

organisational skills to manage own tasks within timeframes

problem-solving skills to create innovative solutions to problems

project management skills to achieve continuous improvement and to conduct action planning.

Required knowledge

at least one complete suite of statistical control systems

benchmarking principles

customer contact processes and the range of channels available

customer service principles and processes

operating variables within customer contact operations

principles of statistics, statistical process control and underpinning statistical calculations

process review and documentation principles

project management principles

quality management and related process control methods.

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.

Customer contact processes may include:

email or other electronic communications

face-to-face contact

facsimile or other written communications

inbound or outbound telephone contact

service and sales support processes

Service levels may include predetermined conditions for customer contact service including:

call duration

call wait time

percentage of calls answered within specified time period (e.g. 70% of calls answered within 30 seconds)

service guarantees

speed of response

Productivity may include:

average speed of answer

first call resolution

measuring calls per day, week or hour

measuring financial returns, sales volumes or services provided

overall performance of the customer contact operation

service level results

Graphical techniques may include:

fishbone diagrams

flowcharts

Gantt or Pert charts

maps

Pareto charts

Benchmarking organisations may include:

best practice organisations - may be in an unrelated industry

competitors

organisations in same industry

organisations with similar functions

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 customer contact processes requiring analysis 
Measure the impact of these processes on service levels or other indicators using statistical tools 
Derive tolerance levels for processes 
Calculate upper and lower control limits from data 
Investigate reasons for performance outside of control limits 
Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims 
Identify causes of productivity impediments 
Apply service quality and quality management tools to minimise impediments 
Confirm that operations achieve productivity standards 
Identify all components of the process under review 
Analyse and modify process to achieve improved performance using graphical techniques 
Trial and revise modified process to meet organisational efficiency standards 
Accurately document revised process using graphical techniques 
Identify appropriate target area/s for process improvement 
Research and nominate benchmarking organisation/s that demonstrate relevant best practice 
Document relevant best practice processes used by benchmarking organisation/s 
Identify processes from benchmarking organisation/s that can be adopted 
Identify relevant benefits and risks associated with implementing new processes 
Adapt best practice processes to meet enterprise conditions 
Identify and document appropriate performance indicators for evaluation of the new processes 

Forms

Assessment Cover Sheet

BSBCCO601A - Optimise customer contact operations
Assessment task 1: [title]

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

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Result: Competent Not yet competent

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Assessment Record Sheet

BSBCCO601A - Optimise customer contact operations

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

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