Application
This unit applies in outbound customer contact environments where a variety of communication channels and technologies are used.
This work is undertaken with some supervision and guidance.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Prepare for outbound contact | 1.1 Identify contact details and apply a clear understanding of organisational policies and procedures 1.2 Obtain and study product and service details relating to customer contact 1.3 Study prepared contact guides or scripts 1.4 Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team 1.5 Develop proficiency with equipment and systems to effectively and efficiently manage contact 1.6 Clarify details as required with relevant manager |
2. Conduct outbound contact | 2.1 Greet customer according to organisational protocol and in a manner that encompasses cultural diversity 2.2 Use the contact guide efficiently to conduct the contact 2.3 Answer enquiries and negotiate with customers according to policy 2.4 Escalate enquiries that cannot be satisfied immediately 2.5 Conduct contact closure according to policy |
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 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 according to policy 4.2 Record and report difficulties not escalated 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 enquiries or orders that cannot be satisfied immediately 4.5 Supply follow 4.6 Observe relevant legislation, codes, regulations and standards throughout transaction |
Required Skills
Required skills
customer service skills to deliver required level and quality of customer service
communication skills to:
articulate effectively over the required channels
relate to people from diverse backgrounds and with diverse abilities
use listening and questioning to understand and clarify the needs of customers
interpersonal skills to:
establish rapport and build relationships with customers
handle difficult customers
negotiation skills to persuade customers and elicit buy-in on the sale of product or service
numeracy skills to analyse, calculate and validate data
planning and organising skills to manage own tasks within required timeframes
self
comply with policies and procedures
handle peak periods of activity in a positive and enthusiastic manner
manage stress
seek learning and development opportunities
work in a team environment.
Required knowledge
operational environment, including:
company products and services
customer base
organisational communication channels
organisational performance and customer service expectations
organisational policies, procedures, protocols and guidelines, including financial delegation policy
principles of customer service
principles of sales and negotiation
stress and time-management techniques
technology and 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: record data demonstrate knowledge of enterprise products and services and compliance requirements meet agreed standards of contact achieve performance targets use technology, which may be modified for use by people with a disability. |
Context of and specific resources for assessment | Assessment must ensure access to: IT equipment workplace information and data performance management records and data 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 direct observation during contact, which may be done by double jacking on telephone system review of documentation of performance against targets 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: 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.
Organisational policies and procedures | adherence to scheduling scope of the services to be provided financial and decision-making delegations referral and escalation paths. |
Products and services may include: | goods ideas infrastructure private and public sets of benefits. |
Customer contact | email and other electronic communications face facsimile internal, external and outsourced customers letter telephone. |
Contact guides or scripts | contact-closing technique contact flow features and benefits of product or service greeting etiquette pricing regulatory, legislative and organisational requirements. |
Sources of information | brochures and pamphlets campaign briefs internet and intranet instruction or product manuals. |
Equipment and systems | computer and telecommunications equipment, which may be modified for use by people with a disability information management systems workflow management systems. |
Contact closure | a shortened sales cycle overcoming objections asking defining questions maximising opportunities managing complex negotiations increasing productivity and time management moving to transaction discussion once interest has been elicited. |
Responding appropriately | recording details in enterprise systems discussing, agreeing and recording supply arrangements with customers discussing and agreeing on payment options with customers conducting credit checks. |
Customer retention options | loyalty programs or incentives offering value-added services or products re special offers as determined by the organisation from time to time. |
Outsource environment | 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 | Consumer Credit Code Do Not Call Register equal employment opportunity and anti freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act |
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.