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Evidence Guide: BSBCCO504A - Integrate customer contact operations in the organisation

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

 

BSBCCO504A - Integrate customer contact operations in the organisation

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

Identify and analyse interdependencies

  1. Identify interdependencies between contact centre and other departments within the organisation
  2. Identify the degree of interdependence
  3. Map the flow of transactions and information between other departments and the contact centre
Identify interdependencies between contact centre and other departments within the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the degree of interdependence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Map the flow of transactions and information between other departments and the contact centre

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse value and service chain and identify gaps

  1. Develop value and service chain model
  2. Consult regularly with stakeholders
  3. Collect data to support chain continuity and gap identification
  4. Identify gaps in the value and service chain
Develop value and service chain model

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consult regularly with stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect data to support chain continuity and gap identification

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify gaps in the value and service chain

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare plan to close value and service chain gaps

  1. Identify service chain gaps within the control of customer contact operations
  2. Communicate other gaps to stakeholders and relevant parties
  3. Identify activities and resources needed to close gaps
  4. Prepare an action plan
  5. Establish a review and feedback process
  6. Develop internal networks to ensure sound communication across organisation
Identify service chain gaps within the control of customer contact operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate other gaps to stakeholders and relevant parties

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify activities and resources needed to close gaps

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare an action plan

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish a review and feedback process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop internal networks to ensure sound communication across organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate market intelligence capture into operations

  1. Consult with organisation marketing area or business unit
  2. Identify and agree on desired market intelligence
  3. Integrate data collection into contact guidelines
  4. Integrate data capture facilities into database
  5. Integrate information into existing contact centre strategy and operations
Consult with organisation marketing area or business unit

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and agree on desired market intelligence

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate data collection into contact guidelines

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate data capture facilities into database

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Integrate information into existing contact centre strategy and operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Report market intelligence to other corporate departments

  1. Retrieve captured intelligence information
  2. Prepare market intelligence reports
  3. Communicate information to relevant parties in an effective and timely manner
Retrieve captured intelligence information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare market intelligence reports

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate information to relevant parties in an effective and timely manner

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:

analyse interdependencies, and value and service chain

prepare plans to close gaps in value and service chain

integrate and report market intelligence within a customer contact environment

demonstrate knowledge of compliance policies and requirements applicable to the organisation.

Context of and specific resources for assessment

Assessment must ensure access to:

workplace information and data

stakeholder feedback or stakeholders

meeting documentation and minutes

market intelligence reports and analysis

value and service chain model analysis.

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

review of stakeholder feedback

review and analysis of working papers and documentation

review and analysis of organisational interdependencies

review of communication plan and stakeholder meeting minutes

oral and/or written questioning to assess knowledge of market intelligence reports

demonstration of analytical methodology.

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

analytical skills to:

analyse workplace information and data

use observations of workplace tasks and interactions between people, their activities, equipment, environment and system

communication skills to:

articulate ideas and information

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop, implement and monitor strategies

interpersonal skills to:

establish rapport and build relationships with clients, team members and stakeholders

establish relevant networks

leadership skills to gain the trust and confidence of colleagues and stakeholders

literacy skills to develop reports that deal with complex ideas and concepts

numeracy skills to:

carry out statistical analysis

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to create innovative solutions to problems that arise

research skills to access relevant information and consider available options

risk assessment and management skills to fully consider impacts of existing or new activities

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

analytical methods and techniques, such as:

strengths, weaknesses, opportunities and threats (SWOT)

balanced scorecard

return on investment (ROI)

economic value added

compliance policies and requirements applicable to organisation

corporate aims and objectives

market intelligence and data-gathering principles

information technology infrastructure, functionality and reporting capability

organisational communication methods

organisational structure and reporting lines, including key personnel required to effect change

principles of running effective meetings, and recording and distributing minutes

risk assessment and management principles.

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.

Interdependenciesmay include:

finance

human resources operations

resourcing

technology and infrastructure.

Value and service chainmay include:

billing

components of the enterprise infrastructure contributing directly to the supply of goods or services to the customer

credit

customer service

field staff

order fulfilment

sales support.

Stakeholdersmay include:

administration and support

billing

credit and collections

marketing

finance

human resources

strategy and planning

training.