Application
This unit applies in customer contact environments where the effective deployment of field staff is a required customer service function.
This work is undertaken with some supervision and guidance.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Create a despatch job for automatic despatch | 1.1 Identify the need to create a job despatch order 1.2 Determine the impact of this work on resources and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements 1.3 Enter necessary details into the appropriate work management system to create and automatically despatch job 1.4 Confirm automatic despatch, where necessary |
2. Manually despatch and clear jobs | 2.1 Identify the need to manually despatch a job 2.2 Communicate job details clearly to field staff 2.3 Enter job details into the appropriate work management system |
3. Re-deploy field staff | 3.1 Identify the need to re 3.2 Liaise with relevant stakeholders and team members 3.3 Deliver job to field staff in a timely manner 3.4 Maintain accurate records relating to resources and their deployment |
4. Create and send communication to field staff | 4.1 Identify need for communication and relevant customers 4.2 Create clear and concise communication according to business protocols 4.3 Check information for clarity and accuracy 4.4 Obtain appropriate approvals before sending communication 4.5 Coordinate and monitor responses to communications |
Required Skills
Required skills
communication and negotiation skills to:
work effectively with internal and external customers
listen in order to understand customer service deployment issues and undertake necessary action
literacy skills to clearly articulate requirements in work requests
numeracy skills to read and enter data
planning and organising skills to manage own tasks within required timeframes
self
comply with policies and procedures
seek learning and development opportunities
manage stress
work in a team environment
time-management skills to work effectively in times of peak or fluctuating demand.
Required knowledge
industry-specific terminology
legislative and regulatory requirements relevant to the deployment of customer service field staff
operational environment, including customer base, company products and services
organisational policy, procedures, culture, values, mission, business goals and standards relevant to deploying customer service field staff
work deployment systems.
Evidence Required
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: communicate with customers, staff and management demonstrate knowledge of business protocols and requirements, including legislative and regulatory requirements relating to deploying customer service field staff use systems to enter, maintain and control job details. |
Context of and specific resources for assessment | Assessment must ensure access to: workplace information and data real or simulated workplace to discuss customer experience performance management and quality assurance documentation relevant legislation and regulatory codes. |
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 direct observation during actual calls and follow internal and external customer feedback review of quality assurance feedback review of data entry and error reports oral and/or written questioning to assess knowledge of business protocols and requirements, including regulatory and legislative requirements analysis of implementation of continuous improvement strategies review of actual performance against targets. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO301B Use multiple information systems BSBCUS301B Deliver and monitor a service to customers. |
Range Statement
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 may include: | customer visits to provide services or to assess for service provision or sales installation, maintenance and repair of products or services on customer site work duties requiring travel to another site. |
Resources may include: | personnel, including field operatives products tools and equipment transport. |
Manual despatch may include: | facsimile message service telephone call. |
Job details may include: | details required to identify and specify the work to be undertaken estimated work time and work required name and address of customer or work site payment details special instructions. |
Communication may include: | facsimile telephone transmission of work or job request electronically. |
Business protocols may include: | approved business requirements for the use of communications and work requests guidelines for completion of the necessary information in line with organisational policies, procedures and standards, and legislative and regulatory requirements. |
Sectors
Stakeholder relations – contact centre operations
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.