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:
communicate with personnel at all levels
conduct effective formal and informal meetings
express ideas and concepts
supervisory skills to gain trust and confidence of colleagues and stakeholders
numeracy skills to:
carry out basic arithmetical calculations
apply financial understanding to adhere to budgetary resources
planning and organising skills to manage own tasks within required timeframes
selfmanagement skills to:
comply with policies and procedures
seek learning and development opportunities
technology skills to organise data and information.
Required knowledge
budgeting principles
contact traffic measurement systems
operating environment requirements and objectives
organisational communication methods
queuing and forecasting tools
techniques for scheduling call and contact traffic.
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.
Contact traffic datamay include: | data extracted from customer contact systems that can: detail statistics of numbers, types and times of contact be sorted and tabulated for individual agents and groups of agents data on other types of contact, including: email facetoface letters SMS (text messages) website. |
Intervalsmay include: | periods for reporting, which may be: annual daily half hourly hourly seasonal weekly. |
Contact centre or customer contact phenomenamay include: | administration duties billing and credit issues climate, environmental and health factors equipment failures escalating contacts excessive call lengths excessive leave commitments external influences or factors marketing and competitor activity media attention training periods and team meetings. |
Queuing toolsmay include: | Erlang B and C tools facilities within automated call distribution (ACD) systems that provide the capacity to sort and queue different types of calls according to preset business rules. |
Quantitative and qualitative factorsmay include: | contact cost considerations marketing activity seasonal variations variations in staff availability variations in staff experience and skills and knowledge. |
Schedulingmay include: | business demands, goals and key performance indicators (KPIs) forecasting enquiries, by using a forecasting model that uses weighted averages from previous scheduling periods, including: calls email escalations mail employee preferences heuristic, where call sequence is ordered by customer balance legislation and regulations operational constraints scheduling methods, such as: batch optimised: hourly scheduling (16-hourly lists) dynamic optimised: hourly scheduling (re-optimised at the beginning of every hour) work function projections, incorporating quality and quantity. |
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