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.
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

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.