This unit applies to the use, design and implementation of customer contact information and MISs. These systems are critical to the effective operation of contact centres. Managers design specific implementation programs within these systems including data collection, measurement types, patterns and reporting strategies, and manage the use of information obtained. Competence in this unit requires using MISs to produce accurate and relevant information and reporting that supports the efficient running of the centre or business unit. It also requires knowledge of the requirements to design, implement, and tailor information systems to meet the changing needs of the environment. This work is undertaken by specialist staff or those with managerial responsibility, depending on the size and structure of the centre. |
ELEMENT | PERFORMANCE CRITERIA |
1. Select and set activity and transaction records and measurements | 1.1. Analyse business plan and budget to identify relevant business information needs 1.2. Identify all possible call/contact pathways 1.3. Identify measurement methods and MISs used in each step in call/contact pathway 1.4. Configure information systems to capture required measurements 1.5. Develop and implement testing procedures for transaction and call/contact pathway measurements to ensure accuracy and reliability |
2. Collect data | 2.1. Identify data collection methods in all information technology systems used 2.2. Monitor quantitative and qualitative data collection to ensure accuracy 2.3. Ensure data collection is segmented or sorted as required and provides the correct levels of information |
3. Analyse MIS resulting from customer contact activities | 3.1. Accurately interpret data 3.2. Identify call/contact traffic and transaction patterns, and other trends and activities 3.3. Apply correct data analysis methodologies |
4. Prepare and present information | 4.1. Identify stakeholders for contact centre information 4.2. Tailor contact centre information presentations for each stakeholder as appropriate 4.3. Present both short- and long-term contact centre information system reports as required |
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Required skills |
analytical skills to interpret, report and recommend actions from complex data and information attention to detail when making observations and recording outcomes communication skills to conduct effective formal and informal meetings, and to communicate effectively with personnel at all levels financial skills to manage budgetary resources information technology skills to use information technology to organise and present data interpersonal skills to establish rapport; to build relationships with clients, team members and stakeholders; to develop and participate in relevant networks leadership skills to gain the trust and confidence of colleagues and clients numeracy skills to effectively read, validate and interpret data presentation skills to develop and present reports which deal with complex ideas and concepts, and to articulate information and ideas clearly problem-solving skills to create innovative solutions to problems or challenges research and data collection skills to conduct comprehensive and accurate reporting as required. |
Required knowledge |
budgetary requirements and principles business plans and objectives call and other contact traffic MISs meeting and minute taking principles methods of collecting reliable information and data; commonly encountered problems and strategies for overcoming such problems organisational models and structures including key people principles of electronic information management and methods of reporting information reporting requirements and methodology. |
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 following is essential: analysis, development, use and management of information systems to provide reliable and appropriate information and reporting to support the effective operation of a customer contact environment knowledge of call and other contact traffic MISs. |
Context of and specific resources for assessment | Assessment must ensure: access to workplace information and data access to information and databases for analysis activities access to relevant guidelines and standards access to 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 on-the-job performance by the candidate review of business plan analysis and reporting needs review of records of call pathways and related information systems review of reports from information systems demonstrating a cohesive report plan analysis of call traffic reports with reference to varying levels of contact centre operations demonstration of reports tailored for different audiences oral and/or written questioning to assess knowledge of business models and models for contact centres review of ability to relate business plans and models to the information needs of an enterprise. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO601A Optimise customer contact operations BSBITA601A Configure and optimise customer contact technology. |
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. | |
Business plan may include: | action plans business objectives desired business outcomes financial or budgetary targets standards and guidelines targets |
Call/contact pathways may include: | Automated Call Destribution (ACD) systems contact management systems facsimile internal transfers and escalations Interactive Voice Response (IVR) letter telephone web-based contacts |
MISs may include: | range of computer systems used in receiving, routing and reporting on contact centre communications traffic including the data generating and data recording components of telephone, ACD and IVR systems and any add on systems that integrate with these systems |
Stakeholders may include: | centre staff management other internal departments own team vendors and external contactors |
Unit sector |
Stakeholder Relations - Contact Centre Operations |
This unit contains employability skills. |
Not applicable.