Application
This unit applies in customer contact environments where a variety of statistical control tools are used in monitoring and optimising customer contact operations.
This work is undertaken by specialists, team leaders and managers, depending on the size and structure of the centre.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Analyse customer contact processes using statistical tools | 1.1 Identify customer contact processes requiring analysis 1.2 Measure the impact of these processes on service levels or other indicators using statistical tools 1.3 Derive tolerance levels for processes 1.4 Calculate upper and lower control limits from data 1.5 Investigate reasons for performance outside of control limits |
2. Rectify productivity impediments | 2.1 Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims 2.2 Identify causes of productivity impediments 2.3 Apply service quality and quality management tools to minimise impediments 2.4 Confirm that operations achieve productivity standards |
3. Conduct a process review | 3.1 Identify components of the process under review 3.2 Analyse and modify process to achieve improved performance using graphical techniques 3.3 Trial and revise modified process to meet organisational efficiency standards 3.4 Document revised process using graphical techniques |
4. Benchmark customer contact operations | 4.1 Identify appropriate target areas for process improvement 4.2 Research and nominate benchmarking organisations that demonstrate relevant best practice 4.3 Document relevant best practice processes used by benchmarking organisations 4.4 Identify processes from benchmarking organisations that can be adopted 4.5 Identify relevant benefits and risks associated with implementing new processes 4.6 Adapt best practice processes to meet enterprise conditions 4.7 Identify and document appropriate performance indicators for evaluation of the new processes |
Required Skills
Required skills
analytical skills to:
analyse relevant workplace information and data
make observations of workplace tasks and interactions between people, their activities, equipment, environment and systems
communication skills to articulate information across all communication media
consultation and negotiation skills to:
develop plans
implement and monitor designated actions
interpersonal skills to:
build relationships with clients, team members and stakeholders
establish relevant internal and external networks
leadership skills to gain the trust and confidence of colleagues and stakeholders
numeracy skills to calculate, manipulate and validate data and statistics
planning and organising skills to manage own tasks within required timeframes
problem
project management skills to:
achieve continuous improvement
conduct action planning
self
comply with policies and procedures
seek learning and development opportunities
technology skills to:
access and use information and data
produce reports and graphical representations.
Required knowledge
at least one complete suite of statistical control systems
benchmarking principles
customer contact processes and the range of channels available
customer service principles and processes
operating variables within customer contact operations
principles of statistics, statistical process control and underpinning statistical calculations
process review and documentation principles
project management principles
quality management and related process control methods.
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 statistical reports of contact centre process performance explain or demonstrate process improvement strategies analyse records of customer contact productivity measures explain productivity improvement methodology demonstrate knowledge of quality management and related process control methods. |
Context of and specific resources for assessment | Assessment must ensure access to: information, reporting and databases for analysis activities relevant standards and guidelines benchmarking analysis and improvement plans. |
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 review of process documentation analysis of peer and line management feedback review of statistical reports of contact centre process performance analysis of process improvement strategies review of records of customer contact productivity measures analysis of explanation of productivity improvement methodology review of graphical records of customer contact processes review of records of analysis for operations benchmarking. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO602B Manage customer contact information. |
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.
Customer contact processes | email and other electronic communications face facsimile and other written communications inbound and outbound telephone contact service and sales support processes. |
Service levels | predetermined conditions for customer contact service, including: contact duration contact wait time contact escalation policy percentage of calls answered within specified time period service guarantees speed of response. |
Productivity | average speed of answer first call resolution measuring calls per day, week or hour measuring financial returns, sales volumes or services provided overall performance of the customer contact operation service level results. |
Graphical techniques | fishbone diagrams flowcharts Gantt or Pert charts maps Pareto charts. |
Benchmarking organisations | best practice organisations, which may be in an unrelated industry competitors organisations in same industry organisations with similar functions. |
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.