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Evidence Guide: BSBITA601A - Configure and optimise customer contact technology

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

 

BSBITA601A - Configure and optimise customer contact technology

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

Analyse current capability of customer contact technology

  1. Clearly specify the role of customer contact technology in customer contact operations
  2. Recognise the scope of the functions supplied by the technology
  3. Accurately align the capabilities of the technology to current and potential operational needs
Clearly specify the role of customer contact technology in customer contact operations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise the scope of the functions supplied by the technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately align the capabilities of the technology to current and potential operational needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Benchmark competing new technology applications

  1. Identify specific operational needs that can be met by technology
  2. Identify range of functions and capabilities supplied by benchmarking competing technologies
  3. Select critical features of competing technologies for analysis
  4. Conduct an analysis of technologies using cost effective processes
  5. Select or report on appropriate new technology by considering the analysis of critical features
Identify specific operational needs that can be met by technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify range of functions and capabilities supplied by benchmarking competing technologies

Completed
Date:

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Select critical features of competing technologies for analysis

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct an analysis of technologies using cost effective processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select or report on appropriate new technology by considering the analysis of critical features

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a customer contact system configuration

  1. Identify and analyse business model to be facilitated by technology
  2. Identify the required technology components
  3. Identify all specific contact pathways to be managed by technology
  4. Arrange configuration of technology to satisfy the business model and contact pathways
  5. Develop comprehensive testing program to ensure delivery and reliability of new configuration
  6. Evaluate configuration against business model dimensions
Identify and analyse business model to be facilitated by technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify the required technology components

Completed
Date:

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Identify all specific contact pathways to be managed by technology

Completed
Date:

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Arrange configuration of technology to satisfy the business model and contact pathways

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop comprehensive testing program to ensure delivery and reliability of new configuration

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate configuration against business model dimensions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a strategy to optimise current technology

  1. Identify unused capacity in existing technology
  2. Identify applications for unused capacity appropriate to operational or business models
  3. Develop a strategy for exploiting additional capacity
  4. Assess the cost and efficiency of the strategy against available resources and budgets
  5. Recommend a course of action in accordance with the assessment
Identify unused capacity in existing technology

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify applications for unused capacity appropriate to operational or business models

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a strategy for exploiting additional capacity

Completed
Date:

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Assess the cost and efficiency of the strategy against available resources and budgets

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommend a course of action in accordance with the assessment

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:

analysis, benchmarking, configuration and optimisation of customer contact technology

knowledge of customer contact technologies.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information, reporting and data

access to either stakeholder feedback or stakeholders

access to relevant 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 and research related to technology, benchmarking, business objectives, financial imperatives

review of benchmarking reports

review of stakeholder feedback

review of documentation of a strategy for optimising unused capacity in customer contact technology

oral and/or written questioning to assess knowledge of business objectives including financial and business planning

review of risk assessment process.

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 interpret, report and recommend actions from complex data and information

attention to detail

interpersonal skills to establish rapport, to build relationships with team members and stakeholders, and to establish effective networks

literacy skills to develop reports which deal with complex ideas and concepts, and to articulate ideas and information effectively

numeracy skills to analyse, manipulate and validate data, specifications and reports

problem-solving skills to develop creative and innovative solutions

project management skills to ensure that quality project management techniques are employed at all times

research skills to ensure that all options are explored and recommendations are comprehensive and balanced

report writing and presentation skills

risk management skills to ensure that planning is balanced and risk averse.

Required knowledge

benchmarking principles

budgeting and cost benefit analysis principles

business case preparation principles

business objectives and goals

customer contact technologies - communications technologies, automatic call distributor (ACD) systems, interactive voice response (IVR) systems, databases, computer telephony integration (CTI) systems, prescriptive dialling, computer-based customer relationship management (CRM) systems, information management systems

formal and informal communication and consultation processes, and key personnel related to communication

needs of both internal and external customers

operational budget and business plan.

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.

Customer contact technology may include:

CRM systems

CTI systems

intranet- or internet-based database systems

local or network-based ACDs

web software systems or other technology which supports customer contact operations

Benchmarking competing technologies may include:

assessment from specifications and information presented by potential vendors

identifying organisations using different brands or versions of technology and comparing performance and functionality of other options

using operating data and direct testing to compare the performance of two or more competing technology products - analysis is usually performed with reference to the required solution

Critical features may include:

capacity

compatibility with existing systems

ease of implementation

end user friendliness

future expansion of the connection

speed of operation

support

Contact pathways may include:

email

traditional telephony call pathways

web pathways

other electronic communication pathways such as fax, short message service (SMS) or chat room