BSBCCO502A
Establish a multicentre

This unit describes the performance outcomes, skills and knowledge required to develop strategies to establish organisational systems for a multicentre that administers product or service support or sales, or information enquiries from consumers. This may entail being responsible for staff involved in delivering customer service. In many instances the work will occur within the organisation’s policies and procedures framework.

Application

This unit applies in customer contact environments.

A multicentre may be operated through extensive open workspaces, with work stations that may include computers and a telephone set/headset connected to a telecom switch.

Multicentre oversight can be independently operated or networked with additional centres and linked to a corporate computer network.


Prerequisites

Not applicable.


Elements and Performance Criteria

1. Plan the oversight of a multicentre

1.1 Assess the nature of the multicentre

1.2 Develop multicentre plan incorporating needs of customers in planning processes

1.3 Ensure plans achieve the quality, time and cost specifications agreed with customers

2. Design multicentre service

2.1 Develop and use strategies to monitor progress in achieving product and service targets and standards

2.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services

2.3 Develop, procure and use resources to provide quality products and services to customers

2.4 Develop strategies to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups

2.5 Record plans according to the organisation’s systems and processes

3. Implement plans to establish the multicentre

3.1 Make provision for staffing or staff training requirements to facilitate achievement of targets and standards

3.2 Implement work processes and strategies

3.3 Implement monitoring processes to make provision for future evaluation of targets and standards

Required Skills

Required skills

communication and negotiation skills to discuss system design features with colleagues

planning and organising skills to establish and organise customer service delivery

problemsolving skills to:

establish a centre

deal with complex and nonroutine difficulties and the variety of service details associated with multiple service facets

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities.

Required knowledge

multicentre service requirements

multicentre establishment requirements

multicentre systems operational capacity

techniques for solving complaints, including the principles and techniques involved in the management and organisation of:

customer behaviour

customer needs research

customer relations

ongoing product and service quality

problem identification and resolution

quality customer service delivery

record keeping and management methods

strategies for monitoring, managing and introducing ways to improve customer service relationships

strategies to obtain customer feedback.

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:

develop plans, policies or procedures for delivering quality customer service

solve complex customer issues and multicentre system problems that lead to poor customer service

establish a service and operational practices

demonstrate knowledge of techniques for solving complaints.

Context of and specific resources for assessment

Assessment must ensure access to:

appropriate documentation and resources normally used in the workplace

information and databases for analysis activities

relevant legislation, standards and guidelines.

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:

assessment of written reports

demonstration of multicentre planning processes

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

observation of performance in role plays

evaluation of leadership, supervision, coaching and mentoring used to assist colleagues to overcome difficulty in meeting customer service standards

review of strategies developed and used to monitor progress in achieving product and service targets and standards

review of records, reports and recommendations about managing customer service.

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.

Nature of the multicentremay include:

independently operated or networked with additional centres

corporate computer network, including mainframes, microcomputers and local area networks (LANs)

telephony

voice and data pathways linked through computer telephony integration (CTI) .

Customersmay be:

board members

clients and purchasers of services

coworkers, peers and fellow frontline managers and supervisors

members of the general public who make contact with the organisation, such as prospective purchasers of services

potential funding bodies

suppliers of goods and services and contractors providing goods and services.

Qualitymay refer to:

characteristics of a product, system, service or process that meet the requirements of customers and interested parties.

Strategiesmay refer to:

databases and other controls to record and compare data over time

electronic feedback mechanisms using intranet, internet and email

feedback forms and other devices to enable communication from customers

longterm or shortterm plans for monitoring achievement of targets and standards and evaluating their effectiveness

policies and procedures, including policies for contact escalation

questionnaires, survey and interviews

training and development activities.

Products and servicesmay include:

goods

ideas

infrastructure

private and public sets of benefits.

Resourcesmay include:

buildings and facilities

equipment

finance

information

people

power and energy

technology

time.


Sectors

Stakeholder relations – customer service


Employability Skills

Not applicable.


Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.