This unit applies in customer contact environments where use of multiple information systems is required to resolve customer enquiries or complaints. This may involve navigation between information systems, using multiple windows and the maintenance of systems data while interacting with a customer.

Competence in this unit requires proficiency in the use of systems to effectively analyse, research and resolve customer enquiries. It also requires basic troubleshooting skills to identify and report on issues that may arise with systems.

This work is undertaken with some supervision and guidance.

ELEMENT

PERFORMANCE CRITERIA

1. Access a range of information systems

1.1. Efficiently log on to information systems

1.2. Navigate screens efficiently to locate displays and information relevant to role

1.3. Use multiple windows or interfaces to work with information effectively

1.4. Manage use of information systems efficiently through use of bookmarks and other strategies

2. Process customer information using multiple information systems

2.1. Analyse customer inquiry accurately to identify information needs

2.2. Identify information systems required to satisfy information needs

2.3. Use information systems effectively to complete customer inquiry or transaction

2.4. Record customer information accurately in information systems to complete customer inquiry or transaction

2.5. Use the shortest reasonable pathways to navigate between and within information systems

2.6. Maintain contact and communication with the customer while operating information systems

2.7. Verify information with customer to complete transaction

3. Identify and rectify information system and processing errors

3.1. Identify errors in information system, relevant to role

3.2. Analyse errors for their impact on information system and customers

3.3. Identify source of errors, where possible

3.4. Consult with stakeholders to identify actions to rectify errors

3.5. Arrange rectification and confirm that amendments are accurate

3.6. Inform customers of errors and take necessary action

3.7. Identify information system faults and notify relevant personnel according to policy

3.8. Recommend procedural change according to policy

Required skills

analytical skills to research, identify and use information effectively

communication skills to maintain effective customer contact while using information systems

interpersonal skills to establish rapport and to build relationships with customers

information technology skills to use organisational information systems effectively and efficiently

literacy skills to accurately read, interpret and record information

numeracy skills to effectively read, validate and calculate data and information

problem-solving skills to analyse and resolve issues with information systems.

Required knowledge

computer and system troubleshooting principles

enterprise business system/s and operating platforms, relevant to role

enterprise policies, procedures and guidelines regarding the use and security of information systems

escalation process for reporting information technology issues.

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:

efficient and effective navigation of systems to locate required information

accurate use of codes used to locate data

accurate entering of data onto the system

checks to ensure data is captured in accordance with established procedures

identification and analysis of errors and reporting including recommendations

knowledge of enterprise policies, procedures and guidelines regarding the use and security of information systems.

Context of and specific resources for assessment

Assessment must ensure:

access to relevant standards and guidelines for use of systems

access to workplace information and data

access to quality assurance and system user error reports

access to troubleshooting reports and escalation reports

access to work environment to observe operation of systems.

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 use of systems

review of data entry

feedback from quality assurance program

review of performance management reports

oral and/or written questioning to assess knowledge of systems and organisational requirements (security and operational).

Guidance information for assessment

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

BSBITU101A Operate a personal computer

ICAITU133A Send and retrieve information over the internet using browsers and email.

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.

Log on may include:

compliance with information technology security protocols

logging into telephone system

opening of most frequently used applications

turning on computer equipment

username and passwords to access information systems

Information systems may include:

billing systems

databases

internet

intranet

telephone systems

Customer may include:

colleague

internal or external customer of the organisation

user, purchaser, or beneficiary of a service, product or process

Information may include:

details required from core business systems or other sources in order to complete a transaction or process

specific details requested by a customer or others

Errors may include:

corrupt data

data in incorrect fields

inaccurate data

untimely entry of data

Stakeholders may include:

information technology department or help desk

marketing department

owners of database or system

team leader of manager

training department

Unit sector

Stakeholder Relations - Contact Centre Operations

This unit contains employability skills.