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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

attention to detail

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

literacy skills to develop reports which deal with complex ideas and concepts and to articulate ideas and information effectively

numeracy skills to analyse manipulate and validate data specifications and reports

problemsolving skills to develop creative and innovative solutions

project management skills to ensure that quality project management techniques are employed at all times

research skills to ensure that all options are explored and recommendations are comprehensive and balanced

report writing and presentation skills

risk management skills to ensure that planning is balanced and risk averse

Required knowledge

benchmarking principles

budgeting and cost benefit analysis principles

business case preparation principles

business objectives and goals

customer contact technologies communications technologies automatic call distributor ACD systems interactive voice response IVR systems databases computer telephony integration CTI systems prescriptive dialling computerbased customer relationship management CRM systems information management systems

formal and informal communication and consultation processes and key personnel related to communication

needs of both internal and external customers

operational budget and business plan

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 following is essential

analysis benchmarking configuration and optimisation of customer contact technology

knowledge of customer contact technologies

Context of and specific resources for assessment

Assessment must ensure

access to workplace information reporting and data

access to either stakeholder feedback or stakeholders

access to relevant standards and guidelines

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 documentation and research related to technology benchmarking business objectives financial imperatives

review of benchmarking reports

review of stakeholder feedback

review of documentation of a strategy for optimising unused capacity in customer contact technology

oral andor written questioning to assess knowledge of business objectives including financial and business planning

review of risk assessment process

Guidance information for assessment

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

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.

Customer contact technology may include:	CRM systems CTI systems intranet- or internet-based database systems local or network-based ACDs web software systems or other technology which supports customer contact operations
Benchmarking competing technologies may include:	assessment from specifications and information presented by potential vendors identifying organisations using different brands or versions of technology and comparing performance and functionality of other options using operating data and direct testing to compare the performance of two or more competing technology products - analysis is usually performed with reference to the required solution
Critical features may include:	capacity compatibility with existing systems ease of implementation end user friendliness future expansion of the connection speed of operation support
Contact pathways may include:	email traditional telephony call pathways web pathways other electronic communication pathways such as fax, short message service (SMS) or chat room