Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCCO302B Mapping and Delivery Guide
Deploy customer service field staff

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBCCO302B - Deploy customer service field staff
Description This unit describes the performance outcomes, skills and knowledge required to deploy field staff to fulfil service commitments to customers. It assumes the use of enterprise information systems in the deployment process.Competence in this unit requires effective compilation, despatch and control of work requests to field staff according to organisational requirements and customer expectations.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies in customer contact environments where the effective deployment of field staff is a required customer service function.This work is undertaken with some supervision and guidance.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Create a despatch job for automatic despatch
  • Identify the need to create a job despatch order
  • Determine the impact of this work on resources and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements
  • Enter necessary details into the appropriate work management system to create and automatically despatch job
  • Confirm automatic despatch, where necessary
       
Element: Manually despatch and clear jobs
  • Identify the need to manually despatch a job
  • Communicate job details clearly to field staff
  • Enter job details into the appropriate work management system
       
Element: Re-deploy field staff
  • Identify the need to redeploy resources according to agreed priority
  • Liaise with relevant stakeholders and team members
  • Deliver job to field staff in a timely manner
  • Maintain accurate records relating to resources and their deployment
       
Element: Create and send communication to field staff
  • Identify need for communication and relevant customers
  • Create clear and concise communication according to business protocols
  • Check information for clarity and accuracy
  • Obtain appropriate approvals before sending communication
  • Coordinate and monitor responses to communications
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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:

communicate with customers, staff and management

demonstrate knowledge of business protocols and requirements, including legislative and regulatory requirements relating to deploying customer service field staff

use systems to enter, maintain and control job details.

Context of and specific resources for assessment

Assessment must ensure access to:

workplace information and data

real or simulated workplace to discuss customer experience

performance management and quality assurance documentation

relevant legislation and regulatory codes.

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

direct observation during actual calls and followup

internal and external customer feedback

review of quality assurance feedback

review of data entry and error reports

oral and/or written questioning to assess knowledge of business protocols and requirements, including regulatory and legislative requirements

analysis of implementation of continuous improvement strategies

review of actual performance against targets.

Guidance information for assessment

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

BSBCCO301B Use multiple information systems

BSBCUS301B Deliver and monitor a service to customers.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication and negotiation skills to:

work effectively with internal and external customers

listen in order to understand customer service deployment issues and undertake necessary action

literacy skills to clearly articulate requirements in work requests

numeracy skills to read and enter data

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

manage stress

work in a team environment

time-management skills to work effectively in times of peak or fluctuating demand.

Required knowledge

industry-specific terminology

legislative and regulatory requirements relevant to the deployment of customer service field staff

operational environment, including customer base, company products and services

organisational policy, procedures, culture, values, mission, business goals and standards relevant to deploying customer service field staff

work deployment systems.

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.

Job may include:

customer visits to provide services or to assess for service provision or sales

installation, maintenance and repair of products or services on customer site

work duties requiring travel to another site.

Resources may include:

personnel, including field operatives

products

tools and equipment

transport.

Manual despatch may include:

email

facsimile

message service

telephone call.

Job details may include:

details required to identify and specify the work to be undertaken

estimated work time and work required

name and address of customer or work site

payment details

special instructions.

Communication may include:

email

facsimile

telephone

transmission of work or job request electronically.

Business protocols may include:

approved business requirements for the use of communications and work requests

guidelines for completion of the necessary information in line with organisational policies, procedures and standards, and legislative and regulatory requirements.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify the need to create a job despatch order 
Determine the impact of this work on resources and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements 
Enter necessary details into the appropriate work management system to create and automatically despatch job 
Confirm automatic despatch, where necessary 
Identify the need to manually despatch a job 
Communicate job details clearly to field staff 
Enter job details into the appropriate work management system 
Identify the need to redeploy resources according to agreed priority 
Liaise with relevant stakeholders and team members 
Deliver job to field staff in a timely manner 
Maintain accurate records relating to resources and their deployment 
Identify need for communication and relevant customers 
Create clear and concise communication according to business protocols 
Check information for clarity and accuracy 
Obtain appropriate approvals before sending communication 
Coordinate and monitor responses to communications 

Forms

Assessment Cover Sheet

BSBCCO302B - Deploy customer service field staff
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCCO302B - Deploy customer service field staff

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: