This unit requires an understanding of working in a contact centre environment, organisational and centre requirements, policies and procedures, centre structures and expectations.

Competence in this unit requires understanding of contact centre operations and requirements.

This work is undertaken with some supervision and guidance.

ELEMENT

PERFORMANCE CRITERIA

1. Relate own role to contact centre operations

1.1. Identify specific contact centre operations and relate these to the industry wide context

1.2. Identify the role of the contact centre in relation to the organisation

1.3. Identify personal contact centre role and operations

1.4. Relate personal operations to whole of contact centre objectives

1.5. Identify major components of the contact centre infrastructure

1.6. Relate personal operations to contact centre infrastructure

2. Manage personal performance

2.1. Recognise and use available resources and support effectively

2.2. Identify contact centre organisational structure and operate within its reporting protocols, policies and procedures

2.3. Comply with organisational, regulatory and legislative requirements

2.4. Identify personal performance requirements and expectations

2.5. Adopt strategies to achieve performance requirements

2.6. Recognise and participate in performance management and development processes

3. Maintain a professional approach to employment

3.1. Display a positive approach to employment and role

3.2. Identify realistic short- and long-term career objectives

3.3. Relate personal capabilities to current role and career objectives

3.4. Display appropriate behaviours and commitment to ethics

3.5. Identify strategies for projecting a professional image in current role

3.6. Contribute to the promotion to customers and clients of the centre, organisation and its staff

4. Participate in a workplace team

4.1. Accurately identify team member roles and team structure

4.2. Interact cooperatively with team members

4.3. Recognise, acknowledge and contribute to the achievement of team objectives

4.4. Contribute to the formation of team objectives

4.5. Recognise and respond positively to conflict within team

4.6. Provide feedback to enhance team performance

Required skills

goal setting and planning skills to achieve performance targets

interpersonal skills to establish rapport and to build relationships with clients, team members and stakeholders

literacy skills to communicate and articulate effectively within the work environment

organisational skills to manage own tasks and timeframes

problem-solving skills to show independence and initiative in identifying and effectively solving problems

self-management skills to pro-actively strive and to self-evaluate for high standards of performance and behaviour

teamwork skills to contribute positively to the team.

Required knowledge

customer base, company products and services

disciplines required in a customer contact environment (including adherence to schedule, rostering, performance management)

industry specific regulatory and legislative requirements

occupational health and safety (OHS) policies and guidelines

operational systems used within scope of role

organisational mission, business goals and standards

organisational policies, procedures and guidelines

scope of customer contact operations

specific work role and key relationships.

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:

examples of compliance with organisational, regulatory and legislative requirements

demonstration of professional performance in contact centre role

demonstration of effective team work

knowledge of industry specific regulatory and legislative requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to relevant information such as organisational policies, standard operating procedures, performance management guidelines, role position descriptions, organisational charts

access to peer and line manager feedback

access to contact centre environment to observe performance.

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

direct observation of the candidate working effectively within contact centre environment

oral and/or written questioning to assess knowledge of centre operations and own role

oral and/or written questioning to assess knowledge of regulatory and legislative requirements

review of quality assurance and training records

review of performance management and development documentation

review of peer and line manager feedback.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBWOR201A Manage personal stress in the workplace.

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.

Specific contact centre operations may include:

customer support

data collection

information services

marketing

sales

service provision

combinations of the above

Contact centre infrastructure may include:

automatic call distribution system

contact management systems

physical contact centre environment

information technology networks and software systems

interactive voice recognition systems

internet and intranet services

other centre specific systems

service level and call data reporting systems

security systems

telephony equipment

Organisational, regulatory and legislative requirements may include:

code of conduct

Do Not Call Register

industry specific regulatory codes and guidelines

OHS

quality management/assurance

Privacy Act

Trade Practices Act

Performance requirements may include:

adherence to schedule

behaviours

call rates

conversion rates

customer satisfaction

data entry quality requirements

first contact resolution

quality targets

sales targets

Professional image may include:

appearance and dress standards

commitment to customer service

commitment to team and centre goals

manner of communications

positive attitude

Unit sector

Industry Capability - Industry Context

This unit contains employability skills.