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Evidence Guide: BSBCCO407A - Administer customer contact 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

 

BSBCCO407A - Administer customer contact technology

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

Reprogram multichannel system software

  1. Confirm details of request for system changes with relevant stakeholders
  2. Select appropriate reprogramming methods
  3. Implement procedures for reprogramming multichannel systems
  4. Check and confirm outcome of reprogramming against initial request
  5. Initiate action to address reprogramming requirements
Confirm details of request for system changes with relevant stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select appropriate reprogramming methods

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement procedures for reprogramming multichannel systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check and confirm outcome of reprogramming against initial request

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate action to address reprogramming requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Produce 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 multichannel system faults

  1. Identify system faults and select best repair options
  2. Escalate faults if necessary and in a timely manner
  3. Implement fault repair and monitor repair progress closely
  4. Select and implement contingency plans according to procedures
Identify system faults and select best repair options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate faults if necessary and in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement fault repair and monitor repair progress closely

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and implement contingency plans according to 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 ability to:

reprogram system functions as required

generate quality and accurate system reports in a timely manner

identify and distinguish between major and minor system faults

identify major fault contingency plans

demonstrate 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

service level guidelines and standards

appropriate computer and telecommunications resources, which may be modified for use by people with a disability

stakeholder feedback.

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 of the candidate working on telecommunications equipment problems

oral and/or written questioning to assess knowledge of telecommunications 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.

Required Skills and Knowledge

Required skills

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

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 multichannel technology

numeracy skills to carry out analysis and research

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to understand and provide solutions for multichannel issues that arise

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

teamwork skills to work closely with and support stakeholders

technology skills to:

use database applications, spreadsheets and Word

work effectively with complex multichannel technology.

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) or warranty and service agreement with vendors

multichannel technology, including 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 changesmay include changes to:

interactive voice response (IVR)

public access branch exchange (PABX)

queuing functions

reporting functions

telephone configuration

user locations

visual displays.

Reprogramming methodsmay 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.

Multichannelmay include:

multichannel software:

computer telephone

outbound diallers

unified automated call distribution (ACD), IVR, servers for email and web

workforce management applications

SMS (text messages)

telephone

voice.

Report typeand 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 audiencefor reports may include:

colleagues

managers

stakeholders

team leaders

vendors for contract management.

System faultsmay include:

disruptions in telecommunications

electrical faults

software problems

virus attacks

complete system failure

minor problems with individual telephones

minor problems with telecommunications technology.

Fault repairmay include:

engagement of external (vendor) parties to complete repair

immediate repair of minor faults by the system administrator

replacement of equipment or components of equipment.

Contingency plansmay include:

business continuity plan

crisis management plan

disaster recovery plan

use of alternative equipment in the immediate area and/or redistributing work locally or moving operations to a backup location.