Application
This unit describes the skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.
It applies to individuals who analyse, design and execute judgements using wide- ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
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 |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 3.1, 4.2 | Recognises and interprets textual information to establish processes and confirm understanding Identifies, analyses and evaluates complex texts to determine best practice |
Writing | 3.2, 3.4, 4.3, 4.4, 4.7 | Prepares information which incorporates specialised language in a format and style appropriate to audience and context Records information incorporating evaluations and recommendations for future improvements |
Numeracy | 1.2, 1.3, 1.4, 2.1, 2.4, 3.2, 3.4, 4.7 | Extracts, evaluates and compares numerical information Uses mathematical formulae and calculations to estimate and plan project costs and timeframes |
Get the work done | 1.1, 1.2, 1.5, 2.2, 2.3, 2.4, 3.1-3.3, 4.1, 4.2, 4.4-4.7 | Sequences and schedules complex activities, monitors implementation and manages relevant communication Uses formal analytical and lateral-thinking techniques to identify issues, generate possible solutions and decide on most appropriate option Uses digital tools to access, analyse and organise complex data Considers new ways to model, visualise, interact with and present complex information |
Sectors
Stakeholder relations – Customer engagement