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Evidence Guide: BSBCCO205A - Prepare for work in a customer contact environment

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCCO205A - Prepare for work in a customer contact environment

What evidence can you provide to prove your understanding of each of the following citeria?

Relate own role to customer contact operations

  1. Identify specific customer contact operations and relate these to the industry-wide context
  2. Identify how customer contact activity contributes to the organisation’s goals
  3. Identify personal customer contact role and operations
  4. Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives
  5. Identify the major components of the customer contact infrastructure
  6. Relate personal operations to customer contact infrastructure
Identify specific customer contact operations and relate these to the industry-wide context

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify how customer contact activity contributes to the organisation’s goals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal customer contact role and operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal performance requirements and expectations in relation to organisation’s customer contact objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the major components of the customer contact infrastructure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relate personal operations to customer contact infrastructure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reflect on personal performance

  1. Recognise and use available resources and support effectively
  2. Operate within reporting protocols, policies and procedures of customer contact organisational structure
  3. Comply with regulatory and legislative requirements
  4. Identify personal performance requirements and expectations
Recognise and use available resources and support effectively

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Operate within reporting protocols, policies and procedures of customer contact organisational structure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Comply with regulatory and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal performance requirements and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a professional approach to employment

  1. Display a positive and ethical approach to employment and role
  2. Identify realistic short and longterm career objectives
  3. Relate personal capabilities to current role and career objectives
  4. Identify strategies for projecting a professional image in current role
  5. Contribute to the promotion of the centre, organisation and its staff to customers
Display a positive and ethical approach to employment and role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify realistic short and longterm career objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relate personal capabilities to current role and career objectives

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify strategies for projecting a professional image in current role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Participate in a workplace team

  1. Identify team member roles and team structure
  2. Interact cooperatively with team members
Identify team member roles and team structure

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interact cooperatively with team members

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

comply with organisational requirements

demonstrate professional performance in customer contact role

demonstrate effective teamwork

demonstrate 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, and organisational charts

peer and line manager feedback

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 or simulated 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.

Required Skills and Knowledge

Required skills

communication skills to articulate effectively in the work environment

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

planning and organising skills to:

manage own tasks within required timeframes

set goals and achieve performance targets

selfmanagement skills to:

comply with policies and procedures

proactively strive and selfevaluate for high standards of performance and behaviour

seek learning and development opportunities

teamwork skills to contribute positively to the team.

Required knowledge

customer base, company products and services

discipline required in a customer contact environment, including:

adherence to schedule

time keeping

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

scope of customer contact operations

specific work role and key relationships.

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.

Specific customer contact operationsmay include:

customer support

data collection

information services

marketing

sales

service provision

combination of the above.

Performance requirementsmay include:

adherence to schedule

call rates

conversion rates

customer satisfaction

data entry quality requirements

first contact resolution

quality targets

sales targets.

Customer contact infrastructuremay include:

automatic call distribution systems

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.

Regulatory and legislative requirementsmay include:

code of conduct

Do Not Call Register

industry-specific regulatory codes and guidelines

OHS

quality management and assurance

Privacy Act

Trade Practices Act/Competition and Consumer Act.

Professional imagemay include:

appearance and dress standards

commitment to customer service

commitment to team and centre goals

manner of communications

positive and ethical attitude.