Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

Required Skills

Required skills

analytical skills to

analyse relevant workplace information and data

make observations of workplace tasks and interactions between people their activities equipment environment and systems

communication skills to articulate information across all communication media

consultation and negotiation skills to

implement and monitor designated actions

interpersonal skills to

build relationships with clients team members and stakeholders

establish relevant internal and external networks

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

numeracy skills to calculate manipulate and validate data and statistics

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to create innovative solutions to problems

problemsolving skills to create innovative solutions to problems

project management skills to

achieve continuous improvement

conduct action planning

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to

access and use information and data

produce reports and graphical representations

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

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

analyse statistical reports of contact centre process performance

explain or demonstrate process improvement strategies

analyse records of customer contact productivity measures

explain productivity improvement methodology

demonstrate knowledge of quality management and related process control methods

Context of and specific resources for assessment

Assessment must ensure access to

information reporting and databases for analysis activities

relevant standards and guidelines

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 thirdparty workplace reports of onthejob performance by the candidate

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

BSBCCOB Manage customer contact information

BSBCCO602B Manage customer contact information.

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.

Customer contact processesmay include:	email and other electronic communications facetoface contact facsimile and other written communications inbound and outbound telephone contact service and sales support processes.
Service levelsmay include:	predetermined conditions for customer contact service, including: contact duration contact wait time contact escalation policy percentage of calls answered within specified time period service guarantees speed of response.
Productivitymay 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 techniquesmay include:	fishbone diagrams flowcharts Gantt or Pert charts maps Pareto charts.
Benchmarking organisationsmay include:	best practice organisations, which may be in an unrelated industry competitors organisations in same industry organisations with similar functions.