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Elements and Performance Criteria

Required Skills

Required skills

analytical skills to interpret report and recommend actions from complex data and information

communication skills to

communicate effectively with personnel and clients at all levels

conduct effective formal and informal meetings

interpersonal skills to

establish rapport and build relationships with clients team members and stakeholders

develop and participate in relevant networks

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

numeracy skills to

manage budgetary resources

read validate and interpret data

presentation skills to

articulate information and ideas clearly

develop and present reports that deal with complex ideas and concepts

problemsolving skills to create innovative solutions to problems or challenges

problemsolving skills to create innovative solutions to problems or challenges

research and datacollection skills to conduct comprehensive and accurate reporting

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to

organise and present data

use information technology

Required knowledge

budgetary requirements and principles

business plans and objectives

call and other contact traffic MIS

meeting and minute taking principles

methods of collecting reliable information and data and commonly encountered problems and strategies for overcoming such problems

organisational models and structures for managing customer contact information and the roles of key people

principles of electronic information management and methods of reporting information

reporting requirements and methodology

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

develop use analyse and manage information systems to provide reliable and appropriate information and reporting to support the effective operation of a customer contact environment

demonstrate knowledge of call and other contact traffic MIS

Context of and specific resources for assessment

Assessment must ensure access to

information and databases for analysis activities

relevant guidelines and standards

stakeholder feedback

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 business plan analysis and reporting needs

review of records of call pathways and related information systems

review of reports from information systems demonstrating a cohesive report plan

analysis of call traffic reports with reference to varying levels of contact centre operations

demonstration of reports tailored for different audiences

oral andor written questioning to assess knowledge of business models and models for contact centres

review of ability to relate business plans and models to the information needs of an enterprise

Guidance information for assessment

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

BSBCCOB Optimise customer contact operations

BSBCCO601B Optimise customer contact operations.

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.

Business planmay include:	action plans business objectives desired business outcomes financial or budgetary targets standards and guidelines targets.
Contact pathwaysmay include:	automated call distribution (ACD) systems contact management systems email facsimile internal transfers and escalations interactive voice response (IVR) letter telephone webbased contacts.
MISmay include:	range of computer systems used in receiving, routing and reporting on contact centre communications traffic, including: data generating and data recording components of telephone, ACD and IVR systems add-on systems that integrate with these systems.
Stakeholdersmay include:	centre staff management other internal departments own team vendors and external contractors.