Required skills

analytical skills to analyse workplace information and data and to assess compliance with relevant legislative regulatory and organisational requirements

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

financial skills to manage budgetary resources

interpersonal skills to establish rapport and to build relationships with customers internal and external team members and stakeholders

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

numeracy skills to accurately and efficiently understand verify manipulate and calculate data and statistics

presentation skills to clearly articulate information and ideas to prepare and present reports on complex concepts and ideas to write policies procedures and plans

project management skills and discipline to develop and implement the strategy successfully and to achieve ongoing continuous improvement

research skills to consider all options and to support the development of the strategy

risk assessment and mitigation skills to fully understand and if necessary mitigate potential impacts of activities

Required knowledge

contact centre information systems and the types of data and information available from these systems

contingency planning principles

customer retention strategies

industry and marketplacecompetitor knowledge

information technology options and functionality within the customer contact centre environment

process review and documentation processes

sales and marketing principles

use and development of databases

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

application of marketing principles to customer contact performance development and maintenance of marketing databases development of customer service and retention strategies and analysis and reporting of performance within a customer contact environment

knowledge of sales and marketing principles

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 standards and guidelines

access to stakeholder feedback or stakeholders

access to performance and target data

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 agreed marketing and sales principles

review of records of internal contact centre promotion activities

oral andor written questioning to assess knowledge of fields and functionality of a marketing database

review of records of maintenance activity for a marketing database

review of documentation of aftersales andor customer retention strategies

review of records of aftersales andor customer retention strategy effectiveness

review of reports of sales and customer service performance

Guidance information for assessment

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

BSBCCOA Integrate customer contact operations within the organisation

BSBCCO609A Integrate customer contact operations within the organisation

BSBMGTA Develop a contact centre business plan

BSBMGT618A Develop a contact centre business plan.

Stakeholders may include:

Supply chains may include:

Marketing database fields may include:

Contingency planning may include:

Afteer-sales support and customer retention strategies may include: