Unit of competency details

Release 

Comments 

Release 1

This version first released with BSB07 Business Training Package version 6.0

Element 

Performance Criteria 

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Prepare for customer contact

1.1 Obtain and study product or service details relating to customer contact 

1.2 Study prepared contact guides or scripts 

1.3 Locate sources of information  that may be required to develop product and service expertise 

1.4 Develop a clear understanding of enterprise policies and procedures  and personal targets or key performance indicators (KPIs)

1.5 Develop proficiency with equipment and systems  to effectively and efficiently manage contact

1.6 Clarify details as required with relevant personnel

2. Provide quality service in response to customer queries

2.1 Use technology  to respond to customer queries

2.2 Greet customer according to enterprise protocol and in a manner that encompasses cultural diversity

2.3 Establish and clarify customer needs

2.4 Satisfy customer needs promptly, efficiently and effectively to maximise customer satisfaction and minimise delays and the need to refer customer elsewhere

2.5 Respond to customer concerns in a positive manner and in line with enterprise policy for complaint resolution

2.6 Treat customer with respect and courtesy, and enhance and develop customer loyalty

2.7 Complete follow-up action according to contact escalation policy, timeframes, business rules and practices, and in line with customer expectations

3. Arrange provision of a product or service

3.1 Respond appropriately  to customer requirements and identify relevant options

3.2 Select appropriate product or service in consultation with customer

3.3 Agree actions or orders with customer giving consideration to maximising value and service delivery to customer

3.4 Consider customer retention options  that can be applied to the contact

3.5 Use clear, simple and easy to understand language and ensure responses are comprehensive

4. Respond to customer enquiries

4.1 Adapt to the requirements and expectations of various customers when working in an outsource environment  and dealing with multiple customer bases

4.2 Escalate enquiries or orders that cannot be satisfied immediately

4.3 Supply follow-up information to customer as required and in a timely manner

4.4 Observe organisational regulations and standards  throughout transaction

4.5 Record details of contact according to policy

4.6 Record and report difficulties not escalated but that may present an opportunity for continuous improvement

Overview of assessment 

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

Evidence of the ability to:

• record data accurately
• demonstrate knowledge of:

• enterprise products and services
• compliance requirements
• performance targets

• meet agreed standards of contact
• 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 and telecommunications 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 on-the-job performance by the candidate
• direct observation during contact (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.

Customer contact  may include:

• email and other electronic communications
• face-to-face
• facsimile
• internal, external and outsourced customers
• letter
• telephone.

Contact guides or scripts  may relate to:

• contact-closing technique
• contact flow
• features and benefits of product or service
• greeting etiquette
• pricing
• regulatory, legislative and organisational requirements.

Sources of information  may include:

• brochures and pamphlets
• campaign briefs
• internet and intranet
• instruction or product manuals.

Product and service expertise  may include:

• knowledge of the features and functions of:

• goods, products and services
• ideas
• infrastructure
• private and public sets of benefits.

Enterprise policies and procedures  may include:

• adherence to scheduling
• financial and decision-making delegations
• referral and escalation paths
• scope of the services to be provided.

Equipment and systems  may include:

• computer and telecommunications equipment, which may be modified for use by people with a disability
• information management systems
• workflow management systems.

Technology  may include:

• multichannel communication, including:

• computer equipment
• telecommunications equipment.

Responding appropriately  may include:

• recording details in enterprise systems
• discussing, agreeing and recording supply arrangements with customers
• discussing and agreeing on payment options with customers
• conducting a credit check.

Customer retention options  may include:

• loyalty programs or incentives
• offering value-added services or products
• re-contracting
• special offers as determined by the enterprise from time to time.

Outsource environment  may include customer contact environment:

• servicing customers of another enterprise or business unit by agreement
• taking contacts for multiple enterprises
• taking overflow calls for another enterprise.

Organisational regulations and standards  may include:

• Consumer Credit Code
• Do Not Call Register
• equal employment opportunity and anti-discrimination legislation
• freedom of information
• industry-specific codes, regulations and legislation
• occupational health and safety legislation
• Privacy Act
• Trade Practices Act/Competition and Consumer Act