Required skills

analytical skills to effectively analyse information and data

interpersonal skills to establish rapport and to develop relationships with customers

literacy skills to clearly articulate information advice and instructions and to prepare and compile detailed statements or reports

numeracy skills to accurately analyse record and store data in accordance with organisational requirements

organisational skills to manage own tasks within timeframes

questioning and listening skills to effectively understand and resolve issues raised

Required knowledge

information types and their sources

procedures and security measures for accessing storing retrieving and sharing data from databases

rights of individuals in relation to the conduct of interviews and statement compilation

statutory regulatory and legislative requirements

use of evidencecontact recording technology

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

accurately collated information

records of interviews including audiotapes and statement if relevant to role

demonstration of interview techniques

knowledge of statutory regulatory and legislative requirements

Context of and specific resources for assessment

Assessment must ensure

access to workplace information and data

access to information and databases for analysis activities

access to relevant legislation standards and guidelines

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 onthejob performance by the candidate

review of statements or recording of details of calls

review of compliance with statutory regulatory legislative and organisational requirements

oral andor written questioning to assess knowledge of interviewing techniques and outcomes

oral andor written questioning to assess knowledge of storage and disposal of information

Guidance information for assessment

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

other contact centre operations units

Information sources may include:

Information may include:

Recording forms/reports may include:

Comprehensive statements may include:

Recording equipment may: