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

BSBCCO307A Mapping and Delivery Guide
Work effectively in customer contact

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBCCO307A - Work effectively in customer contact
Description This unit describes the performance outcomes, skills and knowledge required to conduct customer contact operations. It requires an understanding of organisational requirements, expectations, policies and procedures.
Employability Skills Not applicable.
Learning Outcomes and Application This unit applies to activity in a customer contact environment.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: Identify requirements of the customer contact role
  • Identify specific customer contact operations and relate these to the industry-wide context
  • Identify the role of customer contact in relation to the organisation
  • Identify personal customer contact role and operations
  • Relate personal operations to organisation’s customer contact objectives
  • Identify the major components of the customer contact infrastructure
  • Relate personal operations to customer contact infrastructure
       
Element: Manage personal performance
  • Use available resources, systems and support effectively
  • Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures
  • Comply with organisational, regulatory and legislative requirements
  • Identify personal performance requirements and expectations and adopt strategies to achieve them
  • Identify and participate in performance management and development processes
       
Element: Maintain a professional approach to employment
  • Display a positive and ethical approach to employment and role
  • Identify realistic short and long-term career objectives
  • Relate personal capabilities to current role and career objectives
  • Identify strategies for projecting a professional image in current role
  • Contribute to the promotion of the organisation and its staff to customers
       
Element: Participate in a workplace team
  • Identify team member roles and team structure and interact cooperatively with team members
  • Recognise, acknowledge and contribute to the formation and achievement of team objectives
  • Recognise and respond positively to conflict within team
  • Provide feedback to enhance team performance
       


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:

demonstrate professional performance, compliance and adherence to KPIs in contact centre role

demonstrate effective teamwork

demonstrate knowledge of industry-specific regulatory and legislative requirements and how they apply to work performance.

Context of and specific resources for assessment

Assessment must ensure access to:

relevant information, such as organisational policies, standard operating procedures, performance management guidelines, role position descriptions, and organisational charts

peer and line manager feedback

contact centre environment to observe performance.

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 on-the-job performance by the candidate

direct observation of the candidate working effectively within contact centre environment

oral and/or written questioning to assess knowledge of centre operations and own role

oral and/or written questioning to assess knowledge of regulatory and legislative requirements

review of quality assurance and training records

review of performance management and development documentation

review of peer and line manager feedback.

Guidance information for assessment

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

BSBWOR201A Manage personal stress in the workplace.

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 skills to articulate effectively in the work environment

goal setting and planning skills to achieve performance targets

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

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to show independence and initiative in identifying and effectively solving conflict and problems

selfmanagement skills to:

comply with policies and procedures

proactively strive and self-evaluate for high standards of performance and behaviour

seek learning and development opportunities

teamwork skills to contribute positively to the team.

Required knowledge

customer base, company products and services

discipline required in a customer contact environment, including:

adherence to schedule and rostering requirements

performance management

industry-specific regulatory and legislative requirements in relation to customer service

occupational health and safety (OHS) policies and guidelines

operational systems used within scope of role

organisational mission, business goals and standards

organisational policies, procedures and guidelines in relation to customer service requirements

scope of customer contact operations

specific work role and key relationships.

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.

Specific customer contact operationsmay include:

customer support

data collection

information services

marketing

sales

service provision

combinations of the above.

Customer contact infrastructuremay include:

automatic call distribution system

contact management systems

information technology networks and software systems

interactive voice recognition systems

internet and intranet services

other centre-specific systems

service level and call data reporting systems

security systems

telephony equipment.

Systemsmay include:

automated call distribution (ACD)

customer relationship management (CRM)

complaint management database

information database

knowledge management applications

schedules

voice over IP applications.

Key performance indicatorsmay include:

those on customer satisfaction

those on customer effort

monitoring time taken to answer calls

operating within reporting protocols

score tools, such as net promoter

understanding metrics.

Organisational processesmay include:

attending to forecasted calls

working in a team.

Organisational, regulatory and legislative requirementsmay include:

code of conduct

Do Not Call Register

industry-specific regulatory codes and guidelines

OHS

quality management and assurance

Privacy Act

Trade Practices Act/Competition and Consumer Act.

Performance requirementsmay include:

adherence to schedule

call rates

conversion rates

customer satisfaction

data entry quality requirements

first contact resolution

quality targets

sales targets.

Professional imagemay include:

appearance and dress standards

commitment to customer service

commitment to team and centre goals

manner of communications

positive attitude.

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 specific customer contact operations and relate these to the industry-wide context 
Identify the role of customer contact in relation to the organisation 
Identify personal customer contact role and operations 
Relate personal operations to organisation’s customer contact objectives 
Identify the major components of the customer contact infrastructure 
Relate personal operations to customer contact infrastructure 
Use available resources, systems and support effectively 
Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures 
Comply with organisational, regulatory and legislative requirements 
Identify personal performance requirements and expectations and adopt strategies to achieve them 
Identify and participate in performance management and development processes 
Display a positive and ethical approach to employment and role 
Identify realistic short and long-term career objectives 
Relate personal capabilities to current role and career objectives 
Identify strategies for projecting a professional image in current role 
Contribute to the promotion of the organisation and its staff to customers 
Identify team member roles and team structure and interact cooperatively with team members 
Recognise, acknowledge and contribute to the formation and achievement of team objectives 
Recognise and respond positively to conflict within team 
Provide feedback to enhance team performance 

Forms

Assessment Cover Sheet

BSBCCO307A - Work effectively in customer contact
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

BSBCCO307A - Work effectively in customer contact

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: