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Evidence Guide: BSBCCO604A - Develop and maintain a service level strategy

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

 

BSBCCO604A - Develop and maintain a service level strategy

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

Analyse historical data

  1. Distinguish between call/contact wait characteristics and service level data
  2. Collect relevant and accurate service level data
  3. Determine historical service levels for all service level periods
  4. Collect relevant and accurate caller wait time, abandonment rate and customer survey data
  5. Determine historical caller wait and abandon time characteristics
Distinguish between call/contact wait characteristics and service level data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect relevant and accurate service level data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine historical service levels for all service level periods

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect relevant and accurate caller wait time, abandonment rate and customer survey data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine historical caller wait and abandon time characteristics

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formulate a service level policy

  1. Identify the difference and impacts of providing the required service level against the industry standard
  2. Effectively consult with relevant stakeholders on call wait characteristics and service levels
  3. Identify business needs related to service levels
  4. Review organisation's call wait characteristics in relation to the industry, the market and competition
  5. Formulate a comprehensive set of appropriate call wait characteristics
  6. Define and document an appropriate service level policy or target
  7. Identify and document corresponding resources requirements
  8. Communicate and justify service level policy to senior management and all stakeholders
Identify the difference and impacts of providing the required service level against the industry standard

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effectively consult with relevant stakeholders on call wait characteristics and service levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify business needs related to service levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review organisation's call wait characteristics in relation to the industry, the market and competition

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formulate a comprehensive set of appropriate call wait characteristics

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Define and document an appropriate service level policy or target

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and document corresponding resources requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate and justify service level policy to senior management and all stakeholders

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and maintain service levels

  1. Identify measurement capabilities of existing technology
  2. Select diagnostic measures to accurately monitor service levels
  3. Collect and accurately analyse service level data
  4. Identify under-performing service level periods
  5. Accurately analyse service level inputs
  6. Recommend corrections to service level inputs to maintain service levels
  7. Conduct benchmarking to compare performance to competitors and industry best practice
  8. Develop comprehensive contingency plans for loss of facilities or technology
Identify measurement capabilities of existing technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select diagnostic measures to accurately monitor service levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect and accurately analyse service level data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify under-performing service level periods

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately analyse service level inputs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend corrections to service level inputs to maintain service levels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct benchmarking to compare performance to competitors and industry best practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop comprehensive contingency plans for loss of facilities or technology

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:

development of a service level strategy that consistently meets the requirements of a customer contact organisation, including documentation of processes and policy, and maintenance of reporting and records

knowledge of industry standards, best practice and regulatory requirements for service levels.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to information and databases for analysis activities

access to relevant legislation, regulations, standards and guidelines

access to 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 on-the-job performance by the candidate

review of stakeholder feedback

review of service level performance

review of process and service level policy documentation

review of documentation of poor service level performance

review of reporting and historical data, along with analysis

practical demonstration of effective use of customer contact technology

review of financial performance and resourcing budget.

Guidance information for assessment

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

BSBCCO601A Optimise customer contact operations

BSBITA601A Configure and optimise customer contact technology

BSBMGT618A Develop a contact centre business plan.

Required Skills and Knowledge

Required skills

analytical skills to analyse workplace information and data, and to make observations of workplace tasks and interactions between people, their activities, equipment, environment and systems

attention to detail when making observations and recording outcomes

communication skills to conduct effective formal and informal meetings, and to communicate effectively with personnel at all levels

consultation and negotiation skills in relation to developing, implementing and monitoring strategies

financial skills to consider and manage service level to budgetary resources

information technology skills to organise, manage and analyse data

interpersonal skills to establish rapport; to build relationships with clients, team members and stakeholders; to establish relevant networks

numeracy skills to test assumptions taking the context of data and circumstances into account

organisational skills to manage own tasks within timeframes

presentation skills to prepare and present reports on complex concepts and ideas, and to articulate information and ideas effectively

problem-solving skills to create innovative solutions to problems that arise

research and data collection skills to monitor an organisation's compliance with service level targets

risk assessment and management skills to cover problems or challenges that may arise.

Required knowledge

benchmarking principles

business and financial planning (budget) principles

business requirements for service level performance (this may include any regulatory requirements)

call data available and technology functionality and reporting capability

customer expectations and satisfaction with level of service

industry standards, best practice and regulatory requirements for service levels

organisational structure and key stakeholders

structure and organisation of workforce (e.g. part time, casual , contract, shift workers).

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.

Call/contact wait characteristics may include:

abandonment rates

breakdown of waiting times

related indicators of caller responses to any waiting periods

Service level may include:

abandonment rates

average speed of answer

percentage of calls answered within a defined waiting period

Industry standard may include:

best practice service level

regulated service level requirement

service level set by individual organisations

Stakeholders may include:

finance

human resources

market research

occupational health and safety

sales and marketing

senior customer service and executive staff

Service level periods may include calculating service levels at varying periods of time such as:

half hourly

hourly

daily

weekly

monthly

yearly

Benchmarking may include:

best practice across all industry sectors

comparison with other organisations including:

other internal departments

industry sector

other industry sectors

targeted competitor