Unit of competency Outline

Date retreived
22/07/2026 11:57 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Work effectively in a contact centre environment

Work effectively in a contact centre environment

Unit of competency
National Code
BSBIND101A
State Code
D0745
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
10/03/2009
View on TGA
State Implementation and Classification
Approved Date
07/07/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
07/07/2014
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to assimilate into the operations of a customer contact centre.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
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
customer support
data collection
information services
marketing
sales
service provision
combinations of the above

automatic call distribution system
contact management systems
physical contact centre environment
information technology networks and software systems
interactive voice recognition systems
internet and intranet services
other centre specific systems
service level and call data reporting systems
security systems
telephony equipment

code of conduct
Do Not Call Register
industry specific regulatory codes and guidelines
OHS
quality management/assurance
Privacy Act
Trade Practices Act

adherence to schedule
behaviours
call rates
conversion rates
customer satisfaction
data entry quality requirements
first contact resolution
quality targets
sales targets

appearance and dress standards
commitment to customer service
commitment to team and centre goals
manner of communications
positive attitude

Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

examples of compliance with organisational, regulatory and legislative requirements
demonstration of professional performance in contact centre role
demonstration of effective team work
knowledge of industry specific regulatory and legislative requirements.

Context of and specific resources for assessment

Assessment must ensure:

access to relevant information such as organisational policies, standard operating procedures, performance management guidelines, role position descriptions, organisational charts
access to peer and line manager feedback
access to contact centre environment to observe performance.

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
direct observation of the candidate working effectively within contact centre environment
oral and/or written questioning to assess knowledge of centre operations and own role
oral and/or written questioning to assess knowledge of regulatory and legislative requirements
review of quality assurance and training records
review of performance management and development documentation
review of peer and line manager feedback.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBWOR201A Manage personal stress in the workplace.

Replaces
State Code National Code Title Type
C5384 ICTCC110A Work effectively in a contact centre environment Unit of competency
Replaced By
State Code National Code Title Type
S8041 BSBCCO205A Prepare for work in a customer contact environment Unit of competency