Required skills

analytical skills to analyse relevant workplace information and data and to make recommendations accordingly

communication skills to conduct effective formal and informal meetings and to communicate effectively with personnel at all levels

consultation and negotiation skills to effectively develop implement and monitor plans

financial management skills to manage budgetary resources

information technology skills to manage data and information

numeracy skills to carry out analysis of statistics and data

organisational skills to manage own tasks within timeframes

presentation skills to prepare and present reports containing complex ideas and concepts to articulate information expectations and ideas clearly to effectively research complex issues such as regulatory and legislative requirements

project management skills to manage the complexities and scope of a large project

risk assessment and management skills to comprehensively understand the impacts and risks associated with the project

Required knowledge

benchmarking methodology

change management principles

legislative regulatory and organisational requirements that cover the task

principles of testing procedures and plans

principles underpinning contact centre design at both the technology level and the human level such as software systems hardware telecommunications services ergonomics of office design emerging technologies

project management principles

research methods using a range of information sources

risk management principles

sources of information guidance and support for the project key personnel

systems and physical resources used effectively in customer contact environments

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

design project management implementation and launch of a new or significantly reengineered customer contact facility

knowledge of legislative regulatory and organisational requirements that cover the task

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 regulations standards and guidelines

access to stakeholder and staff satisfaction 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 third party workplace reports of onthejob performance by the candidate

review of project plan all aspects including achieved timeframes

analysis of stakeholder and staff satisfaction feedback

review of benchmarking activities

review of testing program plan and results

review of OHS regulatory and legislative compliance

review of budgetactuals to forecastbusiness case

review of communication materials used in consultation with various types of stakeholders

review of documentation of design specifications including explanations of personal inputs

Guidance information for assessment

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

BSBCCOA Optimise customer contact operations

BSBCCO601A Optimise customer contact operations

BSBCCOA Manage customer contact information

BSBCCO602A Manage customer contact information

BSBCCOA Manage customer contact operational costs

BSBCCO608A Manage customer contact operational costs

BSBITAA Configure and optimise customer contact technology

BSBITA601A Configure and optimise customer contact technology.

Design elements may include:

Stakeholders may include:

Project management tools may include:

Testing procedures and plans may include:

Launch of the new customer contact facility may include:

Follow-up actions may include: