BSBCCO504A
Integrate customer contact operations in the organisation

This unit describes the performance outcomes, skills and knowledge required to integrate the customer contact operations fully within the organisation and to ensure that they maintain a high profile and significance within the organisation.Competence in this unit requires communication and cooperation between customer contact operations and the rest of the business operations. Regular contact, consultation and feedback with the organisation, alignment of objectives, and communication of performance and issues are also required.

Application

This unit applies to the integration of customer contact operations into the service and value chains of an organisation.

This work is undertaken by staff with managerial responsibility.

Prerequisites

Not applicable.

Elements and Performance Criteria

1. Identify and analyse interdependencies

1.1 Identify interdependencies between contact centre and other departments within the organisation

1.2 Identify the degree of interdependence

1.3 Map the flow of transactions and information between other departments and the contact centre

2. Analyse value and service chain and identify gaps

2.1 Develop value and service chain model

2.2 Consult regularly with stakeholders

2.3 Collect data to support chain continuity and gap identification

2.4 Identify gaps in the value and service chain

3. Prepare plan to close value and service chain gaps

3.1 Identify service chain gaps within the control of customer contact operations

3.2 Communicate other gaps to stakeholders and relevant parties

3.3 Identify activities and resources needed to close gaps

3.4 Prepare an action plan

3.5 Establish a review and feedback process

3.6 Develop internal networks to ensure sound communication across organisation

4. Integrate market intelligence capture into operations

4.1 Consult with organisation marketing area or business unit

4.2 Identify and agree on desired market intelligence

4.3 Integrate data collection into contact guidelines

4.4 Integrate data capture facilities into database

4.5 Integrate information into existing contact centre strategy and operations

5. Report market intelligence to other corporate departments

5.1 Retrieve captured intelligence information

5.2 Prepare market intelligence reports

5.3 Communicate information to relevant parties in an effective and timely manner

Required Skills

Required skills

analytical skills to:

analyse workplace information and data

use observations of workplace tasks and interactions between people, their activities, equipment, environment and system

communication skills to:

articulate ideas and information

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop, implement and monitor strategies

interpersonal skills to:

establish rapport and build relationships with clients, team members and stakeholders

establish relevant networks

leadership skills to gain the trust and confidence of colleagues and stakeholders

literacy skills to develop reports that deal with complex ideas and concepts

numeracy skills to:

carry out statistical analysis

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to create innovative solutions to problems that arise

research skills to access relevant information and consider available options

risk assessment and management skills to fully consider impacts of existing or new activities

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

analytical methods and techniques, such as:

strengths, weaknesses, opportunities and threats (SWOT)

balanced scorecard

return on investment (ROI)

economic value added

compliance policies and requirements applicable to organisation

corporate aims and objectives

market intelligence and data-gathering principles

information technology infrastructure, functionality and reporting capability

organisational communication methods

organisational structure and reporting lines, including key personnel required to effect change

principles of running effective meetings, and recording and distributing minutes

risk assessment and management principles.

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:

analyse interdependencies, and value and service chain

prepare plans to close gaps in value and service chain

integrate and report market intelligence within a customer contact environment

demonstrate knowledge of compliance policies and requirements applicable to the organisation.

Context of and specific resources for assessment

Assessment must ensure access to:

workplace information and data

stakeholder feedback or stakeholders

meeting documentation and minutes

market intelligence reports and analysis

value and service chain model analysis.

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

review of stakeholder feedback

review and analysis of working papers and documentation

review and analysis of organisational interdependencies

review of communication plan and stakeholder meeting minutes

oral and/or written questioning to assess knowledge of market intelligence reports

demonstration of analytical methodology.

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.

Interdependenciesmay include:

finance

human resources operations

resourcing

technology and infrastructure.

Value and service chainmay include:

billing

components of the enterprise infrastructure contributing directly to the supply of goods or services to the customer

credit

customer service

field staff

order fulfilment

sales support.

Stakeholdersmay include:

administration and support

billing

credit and collections

marketing

finance

human resources

strategy and planning

training.

Sectors

Stakeholder relations – customer service

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.