This unit applies to activity in a customer contact environment.
This work is undertaken with some supervision and guidance.
Not applicable.
1. Identify requirements of the customer contact role | 1.1 Identify specific customer contact operations and relate these to the industry-wide context 1.2 Identify the role of customer contact in relation to the organisation 1.3 Identify personal customer contact role and operations 1.4 Relate personal operations to organisation’s customer contact objectives 1.5 Identify the major components of the customer contact infrastructure 1.6 Relate personal operations to customer contact infrastructure |
2. Manage personal performance | 2.1 Use available resources, systems and support effectively 2.2 Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures 2.3 Comply with organisational, regulatory and legislative requirements 2.4 Identify personal performance requirements and expectations and adopt strategies to achieve them 2.5 Identify and participate in performance management and development processes |
3. Maintain a professional approach to employment | 3.1 Display a positive and ethical approach to employment and role 3.2 Identify realistic short 3.3 Relate personal capabilities to current role and career objectives 3.4 Identify strategies for projecting a professional image in current role 3.5 Contribute to the promotion of the organisation and its staff to customers |
4. Participate in a workplace team | 4.1 Identify team member roles and team structure and interact cooperatively with team members 4.2 Recognise, acknowledge and contribute to the formation and achievement of team objectives 4.3 Recognise and respond positively to conflict within team 4.4 Provide feedback to enhance team performance |
Required skills
communication skills to articulate effectively in the work environment
goal setting and planning skills to achieve performance targets
interpersonal skills to establish rapport and build relationships with clients, team members and stakeholders
planning and organising skills to manage own tasks within required timeframes
problem
self
comply with policies and procedures
proactively strive and self-evaluate for high standards of performance and behaviour
seek learning and development opportunities
teamwork skills to contribute positively to the team.
Required knowledge
customer base, company products and services
discipline required in a customer contact environment, including:
adherence to schedule and rostering requirements
performance management
industry-specific regulatory and legislative requirements in relation to customer service
occupational health and safety (OHS) policies and guidelines
operational systems used within scope of role
organisational mission, business goals and standards
organisational policies, procedures and guidelines in relation to customer service requirements
scope of customer contact operations
specific work role and key relationships.
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: demonstrate professional performance, compliance and adherence to KPIs in contact centre role demonstrate effective teamwork demonstrate knowledge of industry-specific regulatory and legislative requirements and how they apply to work performance. |
Context of and specific resources for assessment | Assessment must ensure access to: relevant information, such as organisational policies, standard operating procedures, performance management guidelines, role position descriptions, and organisational charts peer and line manager feedback contact centre environment to observe performance. |
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 the candidate working effectively within contact centre environment oral and/or written questioning to assess knowledge of centre operations and own role oral and/or written questioning to assess knowledge of regulatory and legislative requirements review of quality assurance and training records review of performance management and development documentation review of peer and line manager feedback. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBWOR201A Manage personal stress in the workplace. |
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.
Specific customer contact operations | customer support data collection information services marketing sales service provision combinations of the above. |
Customer contact infrastructure | automatic call distribution system contact management systems information technology networks and software systems interactive voice recognition systems internet and intranet services other centre-specific systems service level and call data reporting systems security systems telephony equipment. |
Systems | automated call distribution (ACD) customer relationship management (CRM) complaint management database information database knowledge management applications schedules voice over IP applications. |
Key performance indicators | those on customer satisfaction those on customer effort monitoring time taken to answer calls operating within reporting protocols score tools, such as net promoter understanding metrics. |
Organisational processes | attending to forecasted calls working in a team. |
Organisational, regulatory and legislative requirements | code of conduct Do Not Call Register industry-specific regulatory codes and guidelines OHS quality management and assurance Privacy Act Trade Practices Act/Competition and Consumer Act. |
Performance requirements | adherence to schedule call rates conversion rates customer satisfaction data entry quality requirements first contact resolution quality targets sales targets. |
Professional image | appearance and dress standards commitment to customer service commitment to team and centre goals manner of communications positive attitude. |
Stakeholder relations – customer service
Not applicable.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.