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Elements and Performance Criteria

Required Skills

Required skills

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

communication skills to

conduct formal and informal meetings

communicate with clients and personnel at all levels

consultation and negotiation skills to develop implement and monitor plans

literacy skills to prepare reports containing complex ideas and concepts

numeracy skills to

carry out analysis of statistics and data

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

presentation skills to

articulate information expectations and ideas clearly

research and present on 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 understand the impacts and risks associated with the project

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to manage data and information

Required knowledge

benchmarking methodology

change management principles

legislative regulatory and organisational requirements for customer contact facilities

principles of testing procedures and plans

principles underpinning contact centre design at both the technology level and the human level such as

emerging technologies

ergonomics of office design

hardware and telecommunications services

software systems

project management principles

research methods using a range of information sources

risk management principles

sources of information guidance and support for the project

systems and physical resources used effectively in customer contact environments

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

design project manage implement and launch a new or significantly reengineered customer contact facility

design, project manage, implement and launch a new or significantly reengineered customer contact facility

demonstrate knowledge of legislative regulatory and organisational requirements that cover the task

Context of and specific resources for assessment

Assessment must ensure access to

information and databases for analysis activities

relevant legislation regulations standards and guidelines

stakeholder and staff satisfaction feedback

It is unlikely that competence could be assessed in a simulated environment A significant degree of delegation of tasks to specialists may be required

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 all aspects of project plan 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 forecast or business 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

BSBCCOB Optimise customer contact operations

BSBCCO601B Optimise customer contact operations

BSBCCOB Manage customer contact information

BSBCCO602B Manage customer contact information

BSBCCOB Manage customer contact operational costs

BSBCCO608B Manage customer contact operational costs.

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.

Design elementsmay include:	customer service strategies external services, such as telecommunications human resources physical resources, including OHS considerations software technology, including systems and telephony.
Stakeholdersmay include:	finance department human resources and OHS information technology department internal and external customers and vendors property and facilities department senior management.
Project management toolsmay include:	communication and knowledge management applications costing applications quality control applications risk assessment and management applications scheduling applications tracking applications.
Testing procedures and plansmay include:	development of test scenarios development of work instructions endtoend testing of resources predetermined parameters for determining success or failure of testing regression testing (‘what if’ scenarios) remedial plan for unsuccessful test results schedule of testing in lead-up to opening stakeholder sign-off user acceptance testing.
Launch of the new customer contact facilitymay include:	adjusting systems to meet contingencies demonstrating new facilities and systems to stakeholders, including management, clients and staff initial use of new systems and facilities transferring from existing systems to new systems.
Followup actionsmay include:	adjusting the overall design adjusting the set-up of specific resources reporting to stakeholders, regardless of the degree of success of the launch.