NTISthis.com

Evidence Guide: BSBCCO307A - Work effectively in customer contact

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

 

BSBCCO307A - Work effectively in customer contact

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

Identify requirements of the customer contact role

  1. Identify specific customer contact operations and relate these to the industry-wide context
  2. Identify the role of customer contact in relation to the organisation
  3. Identify personal customer contact role and operations
  4. Relate personal operations 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 the role of customer contact in relation to the organisation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify personal customer contact role and operations

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Relate personal operations 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:

 

 

 

 

 

 

 

Manage personal performance

  1. Use available resources, systems and support effectively
  2. Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures
  3. Comply with organisational, regulatory and legislative requirements
  4. Identify personal performance requirements and expectations and adopt strategies to achieve them
  5. Identify and participate in performance management and development processes
Use available resources, systems and support effectively

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Comply with organisational, regulatory and legislative requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify personal performance requirements and expectations and adopt strategies to achieve them

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify and participate in performance management and development processes

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 long-term 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 organisation and its staff to customers
Display a positive and ethical approach to employment and role

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify realistic short and long-term 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 organisation and its staff to customers

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Participate in a workplace team

  1. Identify team member roles and team structure and interact cooperatively with team members
  2. Recognise, acknowledge and contribute to the formation and achievement of team objectives
  3. Recognise and respond positively to conflict within team
  4. Provide feedback to enhance team performance
Identify team member roles and team structure and interact cooperatively with team members

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Recognise, acknowledge and contribute to the formation and achievement of team objectives

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Recognise and respond positively to conflict within team

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide feedback to enhance team performance

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:

demonstrate professional performance, compliance and adherence to KPIs in contact centre role

demonstrate effective teamwork

demonstrate knowledge of industry-specific regulatory and legislative requirements and how they apply to work performance.

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

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

goal setting and planning skills to achieve performance targets

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

problemsolving skills to show independence and initiative in identifying and effectively solving conflict and problems

selfmanagement skills to:

comply with policies and procedures

proactively strive and self-evaluate 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 and rostering requirements

performance management

industry-specific regulatory and legislative requirements in relation to customer service

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 in relation to customer service requirements

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

combinations of the above.

Customer contact infrastructuremay include:

automatic call distribution system

contact management systems

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.

Systemsmay include:

automated call distribution (ACD)

customer relationship management (CRM)

complaint management database

information database

knowledge management applications

schedules

voice over IP applications.

Key performance indicatorsmay include:

those on customer satisfaction

those on customer effort

monitoring time taken to answer calls

operating within reporting protocols

score tools, such as net promoter

understanding metrics.

Organisational processesmay include:

attending to forecasted calls

working in a team.

Organisational, 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.

Performance requirementsmay include:

adherence to schedule

call rates

conversion rates

customer satisfaction

data entry quality requirements

first contact resolution

quality targets

sales targets.

Professional imagemay include:

appearance and dress standards

commitment to customer service

commitment to team and centre goals

manner of communications

positive attitude.