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Elements and Performance Criteria

Required Skills

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

problemsolving skills to show independence and initiative in identifying and effectively solving conflict and problems

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

proactively strive and selfevaluate 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

industryspecific 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

Evidence Required

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 ability to

demonstrate professional performance compliance and adherence to KPIs in contact centre role

demonstrate effective teamwork

demonstrate knowledge of industryspecific regulatory and legislative requirements and how they apply to work performance

Context of and specific resources for assessment

Assessment must ensure access to

relevant information such as organisational policies standard operating procedures performance management guidelines role position descriptions and organisational charts

peer and line manager feedback

contact centre environment to observe performance

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 thirdparty workplace reports of onthejob performance by the candidate

direct observation of the candidate working effectively within contact centre environment

oral andor written questioning to assess knowledge of centre operations and own role

oral andor written questioning to assess knowledge of regulatory and legislative requirements

review of quality assurance and training records

review of performance management and development documentation

review of peer and line manager feedback

Guidance information for assessment

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

BSBWORA Manage personal stress in the workplace

BSBWOR201A Manage personal stress in the workplace.

Range Statement

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.