Work effectively in a contact centre environment

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBIND101A, 'Work effectively in a contact centre environment'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Work effectively in a contact centre environment' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1. Relate own role to contact centre operations

1.1. Identify specific contact centre operations and relate these to the industry wide context

1.2. Identify the role of the contact centre in relation to the organisation

1.3. Identify personal contact centre role and operations

1.4. Relate personal operations to whole of contact centre objectives

1.5. Identify major components of the contact centre infrastructure

1.6. Relate personal operations to contact centre infrastructure

2. Manage personal performance

2.1. Recognise and use available resources and support effectively

2.2. Identify contact centre organisational structure and operate within its reporting protocols, policies and procedures

2.3. Comply with organisational, regulatory and legislative requirements

2.4. Identify personal performance requirements and expectations

2.5. Adopt strategies to achieve performance requirements

2.6. Recognise and participate in performance management and development processes

3. Maintain a professional approach to employment

3.1. Display a positive approach to employment and role

3.2. Identify realistic short- and long-term career objectives

3.3. Relate personal capabilities to current role and career objectives

3.4. Display appropriate behaviours and commitment to ethics

3.5. Identify strategies for projecting a professional image in current role

3.6. Contribute to the promotion to customers and clients of the centre, organisation and its staff

4. Participate in a workplace team

4.1. Accurately identify team member roles and team structure

4.2. Interact cooperatively with team members

4.3. Recognise, acknowledge and contribute to the achievement of team objectives

4.4. Contribute to the formation of team objectives

4.5. Recognise and respond positively to conflict within team

4.6. Provide feedback to enhance team performance