Application
This unit applies in customer contact environments where the achievement of this service level may be a regulatory or organisational requirement and is normally organisation-specific.
This role is undertaken by staff with managerial responsibility, although specialist staff may undertake it under supervision, depending on the size and structure of the centre.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Analyse historical data | 1.1 Distinguish between contact wait characteristics and service level data 1.2 Collect relevant and accurate service level data 1.3 Determine historical service levels for service level periods 1.4 Collect relevant and accurate contact wait time, abandonment rate and customer survey data 1.5 Determine historical contact wait and abandon time characteristics |
2. Formulate a service level policy | 2.1 Identify the difference and impacts of providing the required service level against the industry standard 2.2 Consult with relevant stakeholders on contact wait characteristics and service levels 2.3 Identify business needs related to service levels 2.4 Review organisation’s contact wait characteristics in relation to the industry, the market and competition 2.5 Formulate a comprehensive set of appropriate contact wait characteristics 2.6 Define and document an appropriate service level policy or target 2.7 Develop comprehensive contingency plans for loss of facilities or technology 2.8 Identify and document corresponding resource requirements 2.9 Communicate and justify service level policy to senior management and stakeholders |
3. Monitor and maintain service levels | 3.1 Identify measurement capabilities of existing technology 3.2 Select diagnostic measures to monitor service levels 3.3 Collect and analyse service level data 3.4 Identify under 3.5 Analyse service level inputs and recommend corrections to maintain service levels 3.6 Conduct benchmarking to compare performance to competitors and industry best practice |
Required Skills
Required skills
analytical skills to:
analyse workplace information and data
make observations of workplace tasks and interactions between people, their activities, equipment, environment and systems
communication skills to:
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
literacy skills to prepare and present reports on complex concepts and ideas
numeracy skills to:
consider and manage service level consistent with budget and resources
test assumptions, taking the context of data and circumstances into account
planning and organising skills to manage own tasks within required timeframes
presentation skills to articulate information and ideas effectively
problem
risk assessment and management skills to:
cover problems or challenges that may arise
monitor an organisation’s compliance with service level targets
self
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
benchmarking principles
business and financial planning (budget) principles
business requirements for service level performance, which may include regulatory requirements
contact data available and technology functionality and reporting capability
industry standards, best practice and regulatory requirements for service levels
organisational structure and key stakeholders
processes for determining customer expectations and satisfaction with level of service
structure and organisation of workforce, including part-time, casual, contract and shift workers.
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 a service level strategy that consistently meets the requirements of a customer contact organisation, including documenting processes and policy, and maintaining reports and records demonstrate knowledge of industry standards, best practice and regulatory requirements for service levels. |
Context of and specific resources for assessment | Assessment must ensure access to: information and databases for analysis activities relevant legislation, regulations, standards and guidelines 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 review of stakeholder feedback review of service level performance review of process and service level policy documentation review of documentation of poor service level performance review of reporting and historical data, along with analysis practical demonstration of effective use of customer contact technology review of financial performance and resourcing budget. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO601B Optimise customer contact operations BSBMGT618A Develop a contact centre business plan. |
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.
Contact wait characteristics | abandonment rates breakdown of waiting times related indicators of caller responses to waiting periods. |
Service level | abandonment rates average speed of answer contact escalation policy percentage of calls answered within a defined waiting period. |
Industry standard | best practice service level regulated service level requirement service level set by individual organisations. |
Stakeholders | finance human resources market research occupational health and safety sales and marketing senior customer service and executive staff. |
Service level periods | calculating service levels at varying periods of time, such as: half hourly hourly daily weekly monthly yearly. |
Benchmarking | best practice across all industry sectors comparison with other organisations, including: other internal departments industry sector other industry sectors targeted competitor. |
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.