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
What evidence can you provide to prove your understanding of each of the following citeria?
Relate own role to contact centre operations
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Identify specific contact centre operations and relate these to the industry wide context Completed |
Evidence:
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Identify the role of the contact centre in relation to the organisation Completed |
Evidence:
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Identify personal contact centre role and operations Completed |
Evidence:
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Relate personal operations to whole of contact centre objectives Completed |
Evidence:
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Identify major components of the contact centre infrastructure Completed |
Evidence:
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Relate personal operations to contact centre infrastructure Completed |
Evidence:
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Manage personal performance
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Recognise and use available resources and support effectively Completed |
Evidence:
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Identify contact centre organisational structure and operate within its reporting protocols, policies and procedures Completed |
Evidence:
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Comply with organisational, regulatory and legislative requirements Completed |
Evidence:
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Identify personal performance requirements and expectations Completed |
Evidence:
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Adopt strategies to achieve performance requirements Completed |
Evidence:
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Recognise and participate in performance management and development processes Completed |
Evidence:
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Maintain a professional approach to employment
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Display a positive approach to employment and role Completed |
Evidence:
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Identify realistic short- and long-term career objectives Completed |
Evidence:
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Relate personal capabilities to current role and career objectives Completed |
Evidence:
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Display appropriate behaviours and commitment to ethics Completed |
Evidence:
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Identify strategies for projecting a professional image in current role Completed |
Evidence:
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Contribute to the promotion to customers and clients of the centre, organisation and its staff Completed |
Evidence:
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Participate in a workplace team
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Accurately identify team member roles and team structure Completed |
Evidence:
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Interact cooperatively with team members Completed |
Evidence:
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Recognise, acknowledge and contribute to the achievement of team objectives Completed |
Evidence:
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Contribute to the formation of team objectives Completed |
Evidence:
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Recognise and respond positively to conflict within team Completed |
Evidence:
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Provide feedback to enhance team performance Completed |
Evidence:
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