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Evidence Guide: BSBCCO401A - Administer customer contact telecommunications technology

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

 

BSBCCO401A - Administer customer contact telecommunications technology

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

Reprogram telecommunications system software

  1. Confirm details of request for system changes with relevant stakeholders
  2. Select appropriate reprogramming methods
  3. Implement reprogramming of telecommunications system
  4. Check and confirm outcome of reprogramming against initial request
  5. Promptly initiate any remedial action
Confirm details of request for system changes with relevant stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select appropriate reprogramming methods

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement reprogramming of telecommunications system

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check and confirm outcome of reprogramming against initial request

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly initiate any remedial action

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Produce telecommunications system reports

  1. Confirm purpose and details of report type
  2. Generate system reports effectively and efficiently
  3. Modify system reports, where necessary, to meet stakeholder requirements
  4. Distribute reports to target audience in a timely manner
  5. Clarify and explain report details to target audience as required
Confirm purpose and details of report type

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Generate system reports effectively and efficiently

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Modify system reports, where necessary, to meet stakeholder requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Distribute reports to target audience in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify and explain report details to target audience as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage telecommunications system faults

  1. Identify system faults
  2. Select best repair options
  3. Escalate faults if necessary and in a timely manner
  4. Implement fault repair
  5. Monitor repair progress closely
  6. Select and implement contingency plans in accordance with procedures
Identify system faults

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select best repair options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate faults if necessary and in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement fault repair

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor repair progress closely

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and implement contingency plans in accordance with procedures

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 following is essential:

demonstration of a daily routine

execution of reprogramming of system functions as required

generation of daily reports

describing and distinguishing between major and minor system faults

describing major fault contingency plans

quality and accurate system reports

knowledge of crisis management, disaster recovery and business continuity plans.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information, data and reporting

access to service level guidelines and standards

access to appropriate computer and telecommunications resources (may be modified for use by people with a disability)

access to stakeholder feedback (or in person).

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 on telecommunications equipment problems

oral and/or written questioning to assess knowledge of telecommunication equipment and requirements

review and assessment of reporting outputs

review of stakeholder feedback

review of process documentation.

Guidance information for assessment

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

other contact centre operations units.

Required Skills and Knowledge

Required skills

analysis and reporting skills

communication skills to communicate effectively with personnel at all levels of the organisation

computer skills to use word, spreadsheet and database applications efficiently and effectively

information technology skills to work effectively with complex telecommunications technology

literacy skills to prepare and edit reports and instructions dealing with complex technical issues and data

negotiation skills to deal effectively with internal and external stakeholders

networking and data gathering skills to assist in managing and reporting on telecommunications technology

numeracy skills to carry out analysis and research

organisation skills to manage own tasks within acceptable timeframes

problem-solving skills to understand and provide solutions for telecommunications issues that arise

teamwork skills to work closely with and to support stakeholders.

Required knowledge

business objectives and how technology supports them

crisis management, disaster recovery and business continuity plans

escalation paths and guidelines

reporting requirements of the organisation

Service Level Agreement (SLA)/warranty and service agreement with vendors

telecommunications technology (hardware and software).

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.

System changes may include changes to:

Interactive Voice Response (IVR)

PABX

queuing functions

reporting functions

telephone configuration

user locations

visual displays

Reprogramming methods may include:

engagement of internal or external support

preparation of detailed instructions or requirements documentation

screen driven commands and specifics as set out in manuals and delivered in equipment specific training

testing methods (to ensure effectiveness of reprogramming)

Report type and purpose may include:

simple reports covering whole of centre work rates to highly detailed reports covering many aspects of individual work rates

specific requirements of stakeholders or organisation

technology performance reporting for contract management

Target audience for reports may include:

colleagues

managers

stakeholders

team leaders

vendors (for contract management)

System faults may include:

complete system failure

minor problems with individual telephones

minor problems with telecommunications technology

Fault repair may include:

engagement of external (vendor) parties to complete repair

immediate repair of minor faults by the system administrator to major system failures

replacement of equipment or components of equipment

Contingency plans may include:

business continuity plan

crisis management plan

disaster recovery plan

use of alternative equipment in the immediate area and/or redistributing work locally to moving operations to a back-up location