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

problemsolving 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 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 onthejob 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

BSBCCOA Manage customer contact information

BSBCCO602A Manage customer contact information

BSBITAA Configure and optimise customer contact technology

BSBITA601A Configure and optimise customer contact technology.

Customer contact processes may include:

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

Productivity may include:

Graphical techniques may include:

Benchmarking organisations may include: