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

BSBCCO607B Mapping and Delivery Guide
Manage customer contact centre staffing

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBCCO607B - Manage customer contact centre staffing
Description This unit describes the performance outcomes, skills and knowledge required to maintain stable and productive staffing levels in a business unit within an organisation.Competence in this unit requires broad management skills, including people management, as well as knowledge of recruitment, remuneration, incentive and compliance issues.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies in a business environment where a manager has overall responsibility for the recruitment, induction, retention and training, and regulatory and legislative compliance of staff.This work is undertaken by those with managerial responsibility.
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: Develop and apply recruiting and staff retention strategies
  • Develop and maintain job descriptions for customer contact roles
  • Develop and maintain position profiles for customer contact roles
  • Apply staff selection processes using interviewing techniques
  • Identify critical churn factors by analysing records of staff turnover and exit interviews
  • Introduce staff retention strategies to reduce churn
       
Element: Manage induction and ongoing staff training
  • Arrange for staff skill levels to be audited
  • Arrange the identification of skill needs and skill gaps for all customer contact roles
  • Distinguish between technology skill and customer service skill needs
  • Develop training plans to meet identified skill gaps
  • Identify suitable sources of training support
  • Arrange training programs to reduce skill gaps for all staff
       
Element: Establish a performance management program
  • Develop and maintain key performance indicators (KPIs) or competency sets for all staff
  • Agree on KPIs with each customer contact staff member
  • Plan and maintain review dates and data collection to enable performance management
  • Conduct performance reviews and produce personal development plans
       
Element: Manage remuneration and incentive programs
  • Determine KPIs for individuals and groups
  • Set appropriate remuneration levels for job accountabilities and industry
  • Initiate incentive schemes using KPIs that are within the control of staff
  • Regularly review remuneration and incentive schemes to ensure effectiveness
  • Implement audit process to ensure integrity of programs
       
Element: Manage compliance with statutory and regulatory requirements
  • Maintain personal and staff awareness of relevant statutory and regulatory requirements
  • Ensure total compliance with statutory and regulatory requirements
  • Identify, record and rectify breaches of statutory and regulatory requirements
  • Implement compliance training and review programs as required
       


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:

manage a business unit, encompassing:

compliance with relevant legislation, regulations and codes

induction

management of remuneration and incentive programs

performance management

recruitment

training

demonstrate knowledge of legislative, regulatory and organisational policy framework.

Context of and specific resources for assessment

Assessment must ensure access to:

information and databases for analysis activities

relevant legislation, 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 of training programs

documentation of compliance programs

copies of position descriptions and position profiles

documentation of incentive and remuneration programs

documentation of staff retention strategies and supporting data and assessment

performance against KPIs

staff satisfaction surveys and results

churn rates and trends.

Guidance information for assessment

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

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

analytical skills to:

analyse relevant workplace information and data

make observations of workplace tasks and interaction between people, their activities, equipment, environment and systems

consultation and negotiation skills to:

collate and record information

communicate effectively verbally and in writing

develop and implement plans

interpersonal skills to:

establish rapport and build relationships with customers, team members and stakeholders

establish relevant networks

interviewing and recruitment skills to arrive at effective selection outcomes

literacy skills to:

articulate information and ideas clearly

prepare and present reports and presentations containing complex ideas and concepts

write policies, procedures and plans

numeracy skills to:

carry out analysis and validation of data and information

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to find innovative solutions to problems

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to manage and analyse data and information.

Required knowledge

employee and industrial relations principles

equal employment opportunity guidelines

interviewing principles

legislative, regulatory and organisational policy framework

organisational recruitment process, including role definition, selection criteria, direct and indirect assessment processes

range of reward and recognition strategies and initiatives

skill auditing and training gap analysis methodologies

strategies for the development of a positive compliance culture

succession planning principles

training program design principles.

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 descriptionsmay include:

accountabilities

experience required

qualifications required

skills and knowledge required

special requirements

specification of the duties for an individual employee.

Position profilesmay include:

classification of roles

remuneration levels

set of competency statements to assist in defining the role

specification of dimensions of a position within an organisational structure.

Interviewing techniquesmay include:

competency and behavioural-based questions

fair recruitment practices.

Churn factorsmay include:

external factors, such as higher pay rates elsewhere

lack of career progression

lack of feedback

lack of training

leadership issues

physical environment

recognition or reward

stress.

Key performance indicatorsmay include targets for:

adherence to roster

availability

average handling time

call volumes

quality

retention

relevant measures for specific roles

sales

sales conversion rates

seeking learning and development opportunities.

Incentive schemesmay include:

commissions

incentive payments

noncash rewards, such as time off

remuneration adjustment

reward and recognition programs.

Statutory and regulatory requirementsmay include:

award and enterprise agreements

national, state or territory legislative requirements, especially in regard to occupational health and safety

industry-related codes and regulations, such as:

Consumer Credit Code

Privacy Act

Trade Practices Act/Competition and Consumer Act

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
Develop and maintain job descriptions for customer contact roles 
Develop and maintain position profiles for customer contact roles 
Apply staff selection processes using interviewing techniques 
Identify critical churn factors by analysing records of staff turnover and exit interviews 
Introduce staff retention strategies to reduce churn 
Arrange for staff skill levels to be audited 
Arrange the identification of skill needs and skill gaps for all customer contact roles 
Distinguish between technology skill and customer service skill needs 
Develop training plans to meet identified skill gaps 
Identify suitable sources of training support 
Arrange training programs to reduce skill gaps for all staff 
Develop and maintain key performance indicators (KPIs) or competency sets for all staff 
Agree on KPIs with each customer contact staff member 
Plan and maintain review dates and data collection to enable performance management 
Conduct performance reviews and produce personal development plans 
Determine KPIs for individuals and groups 
Set appropriate remuneration levels for job accountabilities and industry 
Initiate incentive schemes using KPIs that are within the control of staff 
Regularly review remuneration and incentive schemes to ensure effectiveness 
Implement audit process to ensure integrity of programs 
Maintain personal and staff awareness of relevant statutory and regulatory requirements 
Ensure total compliance with statutory and regulatory requirements 
Identify, record and rectify breaches of statutory and regulatory requirements 
Implement compliance training and review programs as required 

Forms

Assessment Cover Sheet

BSBCCO607B - Manage customer contact centre staffing
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

BSBCCO607B - Manage customer contact centre staffing

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: