This unit is applied in any customer contact environment where a variety of communication channels and technologies are used and calls are inbound and/or outbound.

Competence in this unit requires responding to a wide range of customer enquiries and contacts over a variety of communication methods (telephone, email, letter, facsimile). Compliance with organisational, legislative and regulatory requirements is required, as is the ability to respond in a manner that meets both customer and business needs.

This work is undertaken with some supervision and guidance.

ELEMENT

PERFORMANCE CRITERIA

1. Prepare for customer contact

1.1. Obtain and study product or service details relating to customer contact

1.2. Study prepared call/contact guides or scripts

1.3. Locate sources of information that may be required to develop product or service expertise

1.4. Develop a clear understanding of enterprise policies and procedures

1.5. Develop proficiency with equipment and systems to effectively and efficiently manage contact

1.6. Clarify any unclear details with relevant manager

1.7. Identify and use safe working methods

2. Provide responsive and quality service in response to customer queries

2.1. Greet customer in accordance with enterprise protocol

2.2. Respond in a manner to effectively encompass cultural diversity

2.3. Effectively establish and clarify customer needs

2.4. Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction, and to minimise delays and the need to refer customer elsewhere

2.5. Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution

2.6. Treat customer with respect and courtesy, and enhance and develop customer loyalty

2.7. Complete follow-up action effectively in accordance with the timeframes, business rules and practices, and in line with customer expectations

3. Arrange provision of a product or service

3.1. Respond appropriately to customer requirements and identify relevant options

3.2. Select appropriate product or service in consultation with customer

3.3. Agree actions or orders with customer giving consideration to maximising value and service delivery to customer

3.4. Consider any customer retention options that can be applied to the contact

3.5. Use clear, simple and easy to understand language and ensure responses are comprehensive

4. Manage customer contact

4.1. Record details of contact in accordance with policy

4.2. Record and report any difficulties not escalated but that may present an opportunity for continuous improvement

4.3. Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases

4.4. Escalate inquiries or orders that cannot be satisfied immediately

4.5. Supply follow-up information to customer as required and in a timely manner

4.6. Observe relevant legislation, codes, regulations and standards throughout transaction

Required skills

customer service skills to deliver required level and quality of customer service

communication skills to relate to people from diverse backgrounds and people with diverse abilities

interpersonal skills to establish rapport and to build relationships with customers

listening and questioning skills to understand and clarify the needs of customers

literacy skills to communicate and articulate effectively over the required channels

numeracy skills to analyse, calculate and validate data accurately as required

organisational skills to manage own tasks and to meet timeframes

stress and time management skills to handle difficult customers and peak periods of activity in a positive and enthusiastic manner.

Required knowledge

enterprise communications channels

enterprise performance and customer service expectations

enterprise policies, procedures, protocols and guidelines

financial delegations policy

operational environment - customer base, company products and services

principles of customer service

stress and time management techniques

technology and systems.

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:

accurate recording of data

knowledge of enterprise products and services

knowledge of compliance requirements

meeting of agreed standards of contact

understanding of performance targets

use of technology (may be modified for use by people with a disability).

Context of and specific resources for assessment

Assessment must ensure:

access to IT equipment

access to workplace information and data

access to performance management records and data

access to quality assurance guidelines and call/contact guides.

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 during contact (may be done by doublejacking on telephone system)

review of documentation of performance against target

review of quality assurance feedback

review of accuracy of data and record entry

oral and/or written questioning to assess knowledge of the enterprise, legislative and regulatory requirements, and products and services

observation of practical demonstration of sourcing required information.

Guidance information for assessment

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

BSBCCO301A Use multiple information systems

BSBCUS301A Deliver and monitor a service to customers.

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 may include:

email

face-to-face

facsimile

internal, external and outsourced customers

internet

letter

telephone

Call/contact guides or scripts may relate to:

call closing technique

call flow

features and benefits

greeting etiquette

pricing

product/service features

regulatory, legislative and organisational requirements

Sources of information may include:

brochures and pamphlets

campaign briefs

internet and intranet

instruction or product manuals

Enterprise policies and procedures may include:

scope of the services to be provided

financial and decision making delegations

referral/escalation paths

Equipment and systems may include:

computer equipment - may be modified for use by people with a disability

information management systems

telecommunications equipment - may be modified for use by people with a disability

workflow management systems

Customer retention options may include:

loyalty programs or incentives

offering value added services or products

re-contracting

special offers as determined by the enterprise from time to time

Outsource environment may include:

customer contact environment servicing customers of another enterprise or business unit by agreement

customer contact environment taking contacts for multiple enterprises

customer contact environment taking overflow calls for another enterprise

Relevant legislation, codes, regulations and standards may include:

Consumer Credit Code

Do Not Call Register

equal employment opportunity and anti-discrimination legislation

Freedom of Information

industry specific codes, regulations and legislation

occupational health and safety legislation

Privacy Act

Trade Practices Act

To respond appropriately participants may be required to:

record details in enterprise system/s

discuss, agree and record supply arrangements with customer

discuss and agree on payment options with customer

conduct a credit check

Unit sector

Stakeholder Relations - Contact Centre Operations

This unit contains employability skills.