Required skills

analytical skills to analyse workplace information and data and to make observations of workplace tasks and interactions between people their activities equipment environment and systems

attention to detail when making observations and recording outcomes

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

consultation and negotiation skills in relation to developing implementing and monitoring strategies

financial skills to consider and manage service level to budgetary resources

information technology skills to organise manage and analyse data

interpersonal skills to establish rapport to build relationships with clients team members and stakeholders to establish relevant networks

numeracy skills to test assumptions taking the context of data and circumstances into account

organisational skills to manage own tasks within timeframes

presentation skills to prepare and present reports on complex concepts and ideas and to articulate information and ideas effectively

problemsolving skills to create innovative solutions to problems that arise

research and data collection skills to monitor an organisations compliance with service level targets

risk assessment and management skills to cover problems or challenges that may arise

Required knowledge

benchmarking principles

business and financial planning budget principles

business requirements for service level performance this may include any regulatory requirements

call data available and technology functionality and reporting capability

customer expectations and satisfaction with level of service

industry standards best practice and regulatory requirements for service levels

organisational structure and key stakeholders

structure and organisation of workforce eg part time casual contract shift workers

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

development of a service level strategy that consistently meets the requirements of a customer contact organisation including documentation of processes and policy and maintenance of reporting and records

knowledge of industry standards best practice and regulatory requirements for service levels

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 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 stakeholder feedback

review of service level performance

review of process and service level policy documentation

review of documentation of poor service level performance

review of reporting and historical data along with analysis

practical demonstration of effective use of customer contact technology

review of financial performance and resourcing budget

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

BSBITAA Configure and optimise customer contact technology

BSBITA601A Configure and optimise customer contact technology

BSBMGTA Develop a contact centre business plan

BSBMGT618A Develop a contact centre business plan.

Call/contact wait characteristics may include:

Service level may include:

Industry standard may include:

Stakeholders may include:

Service level periods may include calculating service levels at varying periods of time such as:

Benchmarking may include: