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Evidence Guide: BSBCCO607A - Manage customer contact centre staffing

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

 

BSBCCO607A - Manage customer contact centre staffing

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

Develop and apply recruiting and staff retention strategies

  1. Develop and maintain job descriptions for all customer contact roles
  2. Develop and maintain position profiles for all customer contact roles
  3. Apply interviewing techniques in staff selection processes
  4. Identify critical churn factors by analysis of staff turnover records and exit interview records
  5. Introduce staff retention strategies to reduce churn
Develop and maintain job descriptions for all customer contact roles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain position profiles for all customer contact roles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply interviewing techniques in staff selection processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify critical churn factors by analysis of staff turnover records and exit interview records

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Introduce staff retention strategies to reduce churn

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage induction and ongoing staff training

  1. Arrange for the skill levels possessed by all staff to be audited
  2. Arrange the identification of skill needs and skills gaps for all customer contact roles
  3. Distinguish between technology skill and customer service skill needs
  4. Develop training plans to meet identified skills gaps
  5. Identify suitable sources of training support
  6. Arrange training programs to reduce skills gaps for all staff
Arrange for the skill levels possessed by all staff to be audited

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange the identification of skill needs and skills gaps for all customer contact roles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Distinguish between technology skill and customer service skill needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop training plans to meet identified skills gaps

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify suitable sources of training support

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange training programs to reduce skills gaps for all staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish a performance management program

  1. Develop and maintain key performance indicators and/or competency sets for all staff
  2. Agree on key performance indicators with each customer contact staff member
  3. Plan and maintain review dates and data collection to enable performance management
  4. Conduct performance reviews and produce effective personal development plans
Develop and maintain key performance indicators and/or competency sets for all staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agree on key performance indicators with each customer contact staff member

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Plan and maintain review dates and data collection to enable performance management

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct performance reviews and produce effective personal development plans

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage remuneration and incentive programs

  1. Determine key performance indicators for individuals or groups
  2. Set appropriate remuneration levels for job accountabilities and industry
  3. Initiate incentive schemes using key performance indicators which are within the control of staff
  4. Regularly review remuneration and incentive schemes to ensure effectiveness
  5. Implement audit process to ensure integrity of programs
Determine key performance indicators for individuals or groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set appropriate remuneration levels for job accountabilities and industry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate incentive schemes using key performance indicators which are within the control of staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly review remuneration and incentive schemes to ensure effectiveness

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement audit process to ensure integrity of programs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage compliance with statutory and regulatory requirements

  1. Maintain personal and staff awareness of all relevant statutory and regulatory requirements
  2. Ensure total compliance to statutory and regulatory requirements
  3. Identify, record and rectify any breaches of statutory and regulatory requirements
  4. Implement compliance training and review programs as required
Maintain personal and staff awareness of all relevant statutory and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure total compliance to statutory and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, record and rectify any breaches of statutory and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement compliance training and review programs as required

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:

effective management of a business unit encompassing recruitment, induction, training, performance management, management of remuneration and incentive programs, and compliance with relevant legislation, regulations and codes

knowledge of legislative, regulatory and organisational policy framework.

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, standards and guidelines.

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 documentation of training programs

review of documentation of compliance program

review of copies of position descriptions and position profiles

review of documentation of incentive and remuneration programs

review of documentation of staff retention strategies and supporting data and assessment

review of performance against key performance indicators

review of staff satisfaction surveys and results

review of churn rates and trends.

Guidance information for assessment

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

human resources management units.

Required Skills and Knowledge

Required skills

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

consultation and negotiation skills to develop and implement plans, to communicate effectively verbally and in writing, and to accurately collate and record information

communication skills to relate to people from diverse backgrounds and with diverse abilities

financial skills to manage budgetary resources

information technology skills to manage and analyse data and information

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

interviewing and recruitment skills to arrive at effective selection outcomes

literacy skills to articulate information and ideas clearly, to prepare and present reports and presentations containing complex ideas and concepts, and to write policies, procedures and plans

numeracy skills to carry out analysis and validation of data and information

organisational skills to manage own tasks within timeframes

problem-solving skills to create innovative solutions to problems.

Required knowledge

employee and industrial relations principles

equal employment opportunity guidelines

interviewing and recruitment principles

legislative, regulatory and organisational policy framework

organisational recruitment process including role definition, selection criteria, direct and indirect assessment processes

range of reward and recognition strategies and initiatives

skill auditing and training gap analysis methodologies

strategies for the development of a positive compliance culture

succession planning principles

training program design 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.

Job descriptions may include:

accountabilities

any special requirements

experience required

qualifications required

skills and knowledge required

specification of the duties for an individual employee

Position profiles may include:

classification of roles

remuneration levels

set of competency statements to assist in defining the role

specification of dimensions of a position within an organisational structure

Interviewing techniques may include:

competency and behavioural based questions

fair recruitment practices

Churn factors may include:

external factors such as higher pay rates elsewhere

lack of career progression

lack of feedback

lack of training

leadership issues

physical environment

recognition or reward

stress

Key performance indicators may include:

Targets for;

call volumes

average handling time

adherence to roster

availability

sales

sales conversion rates

retention

quality

relevant measures for specific roles

Incentive schemes may include:

commissions

incentive payment

non-cash rewards such as time off

remuneration adjustment

reward and recognition programs

Statutory and regulatory requirements may include:

award and enterprise agreements

national, state/territory legislative requirements especially in regard to occupational health and safety

industry related codes and regulations such as the Trade Practices Act, Consumer Credit Code and the Privacy Act