BSBCCO407A - Administer customer contact technology

BSBCCO407A
Administer customer contact technology

This unit describes the performance outcomes, skills and knowledge required to manage, program, monitor and rectify problems with telecommunications technology.Competence in this unit requires the ability to maintain, troubleshoot, modify and improve the functioning of multichannel equipment; liaise with internal or external information technology support areas as necessary; and report appropriately and accurately.

Application

This unit applies to the administration of potentially complex customer contact multichannelled systems in a customer contact environment.

This work may be undertaken by a specialist, team leader or manager, depending on the size and structure of the centre.

Prerequisites

Not applicable.

Elements and Performance Criteria

1. Reprogram multichannel system software

1.1 Confirm details of request for system changes with relevant stakeholders

1.2 Select appropriate reprogramming methods

1.3 Implement procedures for reprogramming multichannel systems

1.4 Check and confirm outcome of reprogramming against initial request

1.5 Initiate action to address reprogramming requirements

2. Produce system reports

2.1 Confirm purpose and details of report type

2.2 Generate system reports effectively and efficiently

2.3 Modify system reports, where necessary, to meet stakeholder requirements

2.4 Distribute reports to target audience in a timely manner

2.5 Clarify and explain report details to target audience as required

3. Manage multichannel system faults

3.1 Identify system faults and select best repair options

3.2 Escalate faults if necessary and in a timely manner

3.3 Implement fault repair and monitor repair progress closely

3.4 Select and implement contingency plans according to procedures

Required Skills

Required skills

communication skills to communicate effectively with personnel at all levels of the organisation

literacy skills to prepare and edit reports and instructions dealing with complex technical issues and data

negotiation skills to deal effectively with internal and external stakeholders

networking and data-gathering skills to assist in managing and reporting on multichannel technology

numeracy skills to carry out analysis and research

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to understand and provide solutions for multichannel issues that arise

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

teamwork skills to work closely with and support stakeholders

technology skills to:

use database applications, spreadsheets and Word

work effectively with complex multichannel technology.

Required knowledge

business objectives and how technology supports them

crisis management, disaster recovery and business continuity plans

escalation paths and guidelines

reporting requirements of the organisation

service level agreement (SLA) or warranty and service agreement with vendors

multichannel technology, including hardware and software.

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: reprogram system functions as required generate quality and accurate system reports in a timely manner identify and distinguish between major and minor system faults identify major fault contingency plans demonstrate knowledge of crisis management, disaster recovery and business continuity plans.
Context of and specific resources for assessment	Assessment must ensure access to: workplace information, data and reporting service level guidelines and standards appropriate computer and telecommunications resources, which may be modified for use by people with a disability stakeholder feedback.
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 onthejob performance by the candidate direct observation of the candidate working on telecommunications equipment problems oral and/or written questioning to assess knowledge of telecommunications equipment and requirements review and assessment of reporting outputs review of stakeholder feedback review of process documentation.
Guidance information for assessment	Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

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.

System changesmay include changes to:	interactive voice response (IVR) public access branch exchange (PABX) queuing functions reporting functions telephone configuration user locations visual displays.
Reprogramming methodsmay include:	engagement of internal or external support preparation of detailed instructions or requirements documentation screen-driven commands and specifics as set out in manuals and delivered in equipment-specific training testing methods to ensure effectiveness of reprogramming.
Multichannelmay include:	multichannel software: computer telephone outbound diallers unified automated call distribution (ACD), IVR, servers for email and web workforce management applications SMS (text messages) telephone voice.
Report typeand purpose may include:	simple reports covering whole of centre work rates, to highly detailed reports covering many aspects of individual work rates specific requirements of stakeholders or organisation technology performance reporting for contract management.
Target audiencefor reports may include:	colleagues managers stakeholders team leaders vendors for contract management.
System faultsmay include:	disruptions in telecommunications electrical faults software problems virus attacks complete system failure minor problems with individual telephones minor problems with telecommunications technology.
Fault repairmay include:	engagement of external (vendor) parties to complete repair immediate repair of minor faults by the system administrator replacement of equipment or components of equipment.
Contingency plansmay include:	business continuity plan crisis management plan disaster recovery plan use of alternative equipment in the immediate area and/or redistributing work locally or moving operations to a backup location.

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.