ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

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 Describe 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 underperforming service level periods

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

Skill

Performance

Criteria

Description

Reading

1.1, 3.6

Recognises and evaluates complex texts to determine key information according to stakeholder requirements and industry best practice

Writing

2.2, 2.5, 2.6, 2.7, 2.8, 2.9, 3.4, 3.6

Prepares information which incorporates specialised language in a designated format and style appropriate to audience and purpose

Prepares specific information which conveys an understanding of outcomes and alternatives and uses terminology appropriate to context and audience

Oral Communication

2.2, 2.9

Presents information to a range of audiences using appropriate language and structure

Uses questioning and active listening to clarify or confirm understanding

Numeracy

1.1, 1.3, 1.4, 1.5, 2.1, 2.4, 2.6, 3.2, 3.3

Extracts, evaluates and compares numerical information

Applies mathematical methodologies and calculations to analyse, test and interpret data and draw conclusions

Interact with others

2.2, 2.9

Participates in complex stakeholder consultations, initiating and taking the lead where appropriate

Tailors communication to achieve its purpose, demonstrating a sophisticated understanding of the needs, interests, issues and priorities of stakeholder and senior management audiences

Get the work done

1.1, 1.2, 1.4

Sequences and schedules complex activities, monitors implementation and manages relevant communication when formulating policy

Uses systematic, analytical processes when analysing data and formulating policy, setting goals, gathering relevant information, and identifying and evaluating options against agreed criteria

Uses digital tools to access, analyse and organise complex data