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.

Stakeholdersmay include:
contact centre level:
direct team
team leaders
other senior contact centre staff
enterprise employees at management level with an interest or stake in contact centre operations, including:
sales and marketing
credit and collections
billing
external clients and suppliers with an interest in the marketing aspects of operations, including:
contracting organisations
recruitment suppliers
software and equipment suppliers.
Supply chainsmay include:
billing
credit and collections
customer service
fulfilment area
sales and sales support.
Marketing database fieldsmay include:
address: postal, business and residential
contact numbers
current products and services
email address
name
occupation
previous offers.
Contingency planningmay include:
activities to keep business running
contact escalation policy
interactive voice response (IVR) message re reduced level of service
taking messages and calling customers back when systems are back in operation
temporary redirection of calls to another area
use of backup systems or database
use of manual processes or recording.
After-sales support and customer retention strategiesmay include:
account management
courtesy followup calls
customer satisfaction surveying
differentiated levels of customer service and support
discounts or special offers
followup to ensure customer satisfaction and loyalty post-sales experience
loyalty programs
offers of value-added services or products.

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:
apply marketing principles to customer contact performance
develop and maintain marketing databases
develop customer service and retention strategies
analyse and report performance within a customer contact environment
demonstrate knowledge of sales and marketing principles.
Context of and specific resources for assessment
Assessment must ensure access to:
information and databases for analysis activities
relevant legislation, standards and guidelines
stakeholder feedback or stakeholders
performance and target data.
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
review of stakeholder agreed marketing and sales principles
review of records of internal contact centre promotion activities
oral and/or written questioning to assess knowledge of fields and functionality of a marketing database
review of records of maintenance activity for a marketing database
review of documentation of aftersales and/or customer retention strategies
review of records of aftersales and/or customer retention strategy effectiveness
review of reports of sales and customer service performance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO609B Integrate customer contact operations within the organisation
BSBMGT618A Develop a contact centre business plan.