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.

Specific customer contact operationsmay include:
customer support
data collection
information services
marketing
sales
service provision
combinations of the above.
Customer contact infrastructuremay include:
automatic call distribution system
contact management systems
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.
Systemsmay include:
automated call distribution (ACD)
customer relationship management (CRM)
complaint management database
information database
knowledge management applications
schedules
voice over IP applications.
Key performance indicatorsmay include:
those on customer satisfaction
those on customer effort
monitoring time taken to answer calls
operating within reporting protocols
score tools, such as net promoter
understanding metrics.
Organisational processesmay include:
attending to forecasted calls
working in a team.
Organisational, regulatory and legislative requirementsmay include:
code of conduct
Do Not Call Register
industry-specific regulatory codes and guidelines
OHS
quality management and assurance
Privacy Act
Trade Practices Act/Competition and Consumer Act.
Performance requirementsmay include:
adherence to schedule
call rates
conversion rates
customer satisfaction
data entry quality requirements
first contact resolution
quality targets
sales targets.
Professional imagemay include:
appearance and dress standards
commitment to customer service
commitment to team and centre goals
manner of communications
positive attitude.

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:
demonstrate professional performance, compliance and adherence to KPIs in contact centre role
demonstrate effective teamwork
demonstrate knowledge of industry-specific regulatory and legislative requirements and how they apply to work performance.
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, and organisational charts
peer and line manager feedback
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.