NTISthis.com

Evidence Guide: BSBCUE607 - Manage customer engagement 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

 

BSBCUE607 - Manage customer engagement 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 customer engagement roles
  2. Develop and maintain position profiles for customer engagement roles
  3. Apply staff selection processes using interviewing techniques
  4. Identify critical churn factors by analysing records of staff turnover and exit interviews
  5. Introduce staff retention strategies to reduce churn
Develop and maintain job descriptions for customer engagement roles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain position profiles for customer engagement roles

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply staff selection processes using interviewing techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify critical churn factors by analysing records of staff turnover and exit interviews

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Introduce staff retention strategies to reduce churn

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage induction and ongoing staff training

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Distinguish between technology skill and customer service skill needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop training plans to meet identified skill gaps

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify suitable sources of training support

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange training programs to reduce skill gaps for all staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish a performance-management program

  1. Develop and maintain key performance indicators (KPIs) or competency sets for all staff
  2. Agree on KPIs 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 personal development plans
Develop and maintain key performance indicators (KPIs) or competency sets for all staff

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Agree on KPIs 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 personal development plans

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage remuneration and incentive programs

  1. Determine KPIs for individuals and groups
  2. Set appropriate remuneration levels for job accountabilities and industry
  3. Initiate incentive schemes using KPIs that 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 KPIs for individuals and groups

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Set appropriate remuneration levels for job accountabilities and industry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate incentive schemes using KPIs that 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 relevant statutory and regulatory requirements
  2. Ensure total compliance with statutory and regulatory requirements
  3. Identify, record and rectify breaches of statutory and regulatory requirements
  4. Implement compliance training and review programs as required
Maintain personal and staff awareness of relevant statutory and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure total compliance with statutory and regulatory requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify, record and rectify 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

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Develop and apply recruiting and staff retention strategies

1.1 Develop and maintain job descriptions for customer engagement roles

1.2 Develop and maintain position profiles for customer engagement roles

1.3 Apply staff selection processes using interviewing techniques

1.4 Identify critical churn factors by analysing records of staff turnover and exit interviews

1.5 Introduce staff retention strategies to reduce churn

2 Manage induction and ongoing staff training

2.1 Arrange for staff skill levels to be audited

2.2 Arrange the identification of skill needs and skill gaps for all customer engagement roles

2.3 Distinguish between technology skill and customer service skill needs

2.4 Develop training plans to meet identified skill gaps

2.5 Identify suitable sources of training support

2.6 Arrange training programs to reduce skill gaps for all staff

3 Establish a performance-management program

3.1 Develop and maintain key performance indicators (KPIs) or competency sets for all staff

3.2 Agree on KPIs with each customer contact staff member

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

3.4 Conduct performance reviews and produce personal development plans

4 Manage remuneration and incentive programs

4.1 Determine KPIs for individuals and groups

4.2 Set appropriate remuneration levels for job accountabilities and industry

4.3 Initiate incentive schemes using KPIs that are within the control of staff

4.4 Regularly review remuneration and incentive schemes to ensure effectiveness

4.5 Implement audit process to ensure integrity of programs

5 Manage compliance with statutory and regulatory requirements

5.1 Maintain personal and staff awareness of relevant statutory and regulatory requirements

5.2 Ensure total compliance with statutory and regulatory requirements

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

5.4 Implement compliance training and review programs as required

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Develop and apply recruiting and staff retention strategies

1.1 Develop and maintain job descriptions for customer engagement roles

1.2 Develop and maintain position profiles for customer engagement roles

1.3 Apply staff selection processes using interviewing techniques

1.4 Identify critical churn factors by analysing records of staff turnover and exit interviews

1.5 Introduce staff retention strategies to reduce churn

2 Manage induction and ongoing staff training

2.1 Arrange for staff skill levels to be audited

2.2 Arrange the identification of skill needs and skill gaps for all customer engagement roles

2.3 Distinguish between technology skill and customer service skill needs

2.4 Develop training plans to meet identified skill gaps

2.5 Identify suitable sources of training support

2.6 Arrange training programs to reduce skill gaps for all staff

3 Establish a performance-management program

3.1 Develop and maintain key performance indicators (KPIs) or competency sets for all staff

3.2 Agree on KPIs with each customer contact staff member

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

3.4 Conduct performance reviews and produce personal development plans

4 Manage remuneration and incentive programs

4.1 Determine KPIs for individuals and groups

4.2 Set appropriate remuneration levels for job accountabilities and industry

4.3 Initiate incentive schemes using KPIs that are within the control of staff

4.4 Regularly review remuneration and incentive schemes to ensure effectiveness

4.5 Implement audit process to ensure integrity of programs

5 Manage compliance with statutory and regulatory requirements

5.1 Maintain personal and staff awareness of relevant statutory and regulatory requirements

5.2 Ensure total compliance with statutory and regulatory requirements

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

5.4 Implement compliance training and review programs as required