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Evidence Guide: BSBCCO302B - Deploy customer service field staff

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

 

BSBCCO302B - Deploy customer service field staff

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

Create a despatch job for automatic despatch

  1. Identify the need to create a job despatch order
  2. Determine the impact of this work on resources and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements
  3. Enter necessary details into the appropriate work management system to create and automatically despatch job
  4. Confirm automatic despatch, where necessary
Identify the need to create a job despatch order

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine the impact of this work on resources and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enter necessary details into the appropriate work management system to create and automatically despatch job

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm automatic despatch, where necessary

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manually despatch and clear jobs

  1. Identify the need to manually despatch a job
  2. Communicate job details clearly to field staff
  3. Enter job details into the appropriate work management system
Identify the need to manually despatch a job

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate job details clearly to field staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enter job details into the appropriate work management system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Re-deploy field staff

  1. Identify the need to redeploy resources according to agreed priority
  2. Liaise with relevant stakeholders and team members
  3. Deliver job to field staff in a timely manner
  4. Maintain accurate records relating to resources and their deployment
Identify the need to redeploy resources according to agreed priority

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaise with relevant stakeholders and team members

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver job to field staff in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain accurate records relating to resources and their deployment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create and send communication to field staff

  1. Identify need for communication and relevant customers
  2. Create clear and concise communication according to business protocols
  3. Check information for clarity and accuracy
  4. Obtain appropriate approvals before sending communication
  5. Coordinate and monitor responses to communications
Identify need for communication and relevant customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create clear and concise communication according to business protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check information for clarity and accuracy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain appropriate approvals before sending communication

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Coordinate and monitor responses to communications

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:

communicate with customers, staff and management

demonstrate knowledge of business protocols and requirements, including legislative and regulatory requirements relating to deploying customer service field staff

use systems to enter, maintain and control job details.

Context of and specific resources for assessment

Assessment must ensure access to:

workplace information and data

real or simulated workplace to discuss customer experience

performance management and quality assurance documentation

relevant legislation and regulatory codes.

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 onthejob performance by the candidate

direct observation during actual calls and followup

internal and external customer feedback

review of quality assurance feedback

review of data entry and error reports

oral and/or written questioning to assess knowledge of business protocols and requirements, including regulatory and legislative requirements

analysis of implementation of continuous improvement strategies

review of actual performance against targets.

Guidance information for assessment

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

BSBCCO301B Use multiple information systems

BSBCUS301B Deliver and monitor a service to customers.

Required Skills and Knowledge

Required skills

communication and negotiation skills to:

work effectively with internal and external customers

listen in order to understand customer service deployment issues and undertake necessary action

literacy skills to clearly articulate requirements in work requests

numeracy skills to read and enter data

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

manage stress

work in a team environment

time-management skills to work effectively in times of peak or fluctuating demand.

Required knowledge

industry-specific terminology

legislative and regulatory requirements relevant to the deployment of customer service field staff

operational environment, including customer base, company products and services

organisational policy, procedures, culture, values, mission, business goals and standards relevant to deploying customer service field staff

work deployment systems.

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.

Job may include:

customer visits to provide services or to assess for service provision or sales

installation, maintenance and repair of products or services on customer site

work duties requiring travel to another site.

Resources may include:

personnel, including field operatives

products

tools and equipment

transport.

Manual despatch may include:

email

facsimile

message service

telephone call.

Job details may include:

details required to identify and specify the work to be undertaken

estimated work time and work required

name and address of customer or work site

payment details

special instructions.

Communication may include:

email

facsimile

telephone

transmission of work or job request electronically.

Business protocols may include:

approved business requirements for the use of communications and work requests

guidelines for completion of the necessary information in line with organisational policies, procedures and standards, and legislative and regulatory requirements.