Elements and Performance Criteria

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.

Organisational policies and proceduresmay include:
adherence to scheduling
scope of the services to be provided
financial and decision-making delegations
referral and escalation paths.
Products and services may include:
goods
ideas
infrastructure
private and public sets of benefits.
Customer contactmay include:
email and other electronic communications
facetoface
facsimile
internal, external and outsourced customers
letter
telephone.
Contact guides or scriptsmay relate to:
contact-closing technique
contact flow
features and benefits of product or service
greeting etiquette
pricing
regulatory, legislative and organisational requirements.
Sources of informationmay include:
brochures and pamphlets
campaign briefs
internet and intranet
instruction or product manuals.
Equipment and systemsmay include:
computer and telecommunications equipment, which may be modified for use by people with a disability
information management systems
workflow management systems.
Contact closuremay include:
a shortened sales cycle
overcoming objections
asking defining questions
maximising opportunities
managing complex negotiations
increasing productivity and time management
moving to transaction discussion once interest has been elicited.
Responding appropriatelymay include:
recording details in enterprise systems
discussing, agreeing and recording supply arrangements with customers
discussing and agreeing on payment options with customers
conducting credit checks.
Customer retention optionsmay include:
loyalty programs or incentives
offering value-added services or products
recontracting
special offers as determined by the organisation from time to time.
Outsource environmentmay include:
customer contact environment servicing customers of another enterprise or business unit by agreement
customer contact environment taking contacts for multiple enterprises
customer contact environment taking overflow calls for another enterprise.
Relevant legislation, codes, regulations and standardsmay include:
Consumer Credit Code
Do Not Call Register
equal employment opportunity and antidiscrimination legislation
freedom of information
industry-specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act/Competition and Consumer Act

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 ability to:
record data
demonstrate knowledge of enterprise products and services and compliance requirements
meet agreed standards of contact
achieve performance targets
use technology, which may be modified for use by people with a disability.
Context of and specific resources for assessment
Assessment must ensure access to:
IT equipment
workplace information and data
performance management records and data
quality assurance guidelines and call/contact guides.
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 onthejob performance by the candidate
direct observation during contact, which may be done by double jacking on telephone system
review of documentation of performance against targets
review of quality assurance feedback
review of accuracy of data and record entry
oral and/or written questioning to assess knowledge of the enterprise, legislative and regulatory requirements, and products and services
observation of practical demonstration of sourcing required information.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO301B Use multiple information systems
BSBCUS301B Deliver and monitor a service to customers.