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
problem
establish a centre
deal with complex and non
self
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 on 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 multicentre | 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) . |
Customers | board members clients and purchasers of services co 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. |
Quality | characteristics of a product, system, service or process that meet the requirements of customers and interested parties. |
Strategies | 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 long policies and procedures, including policies for contact escalation questionnaires, survey and interviews training and development activities. |
Products and services | goods ideas infrastructure private and public sets of benefits. |
Resources | 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.