Modification History
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Release |
Comments |
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Release 1 |
This version first released with BSB07 Business Training Package version 6.0. Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO607A Manage customer contact centre staffing . |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to maintain stable and productive staffing levels in a business unit within an organisation.
Competence in this unit requires broad management skills, including people management, as well as knowledge of recruitment, remuneration, incentive and compliance issues.
Application of the Unit
This unit applies in a business environment where a manager has overall responsibility for the recruitment, induction, retention and training, and regulatory and legislative compliance of staff.
This work is undertaken by those with managerial responsibility.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
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Element |
Performance Criteria |
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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. |
Elements and Performance Criteria
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1. Develop and apply recruiting and staff retention strategies |
1.1 Develop and maintain job descriptions for customer contact roles 1.2 Develop and maintain position profiles for customer contact roles 1.3 Apply staff selection processes using interviewing techniques 1.4 Identify critical churn factors by analysing records of staff turnover and exit interviews 1.5 Introduce staff retention strategies to reduce churn |
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2. Manage induction and ongoing staff training |
2.1 Arrange for staff skill levels to be audited 2.2 Arrange the identification of skill needs and skill gaps for all customer contact roles 2.3 Distinguish between technology skill and customer service skill needs 2.4 Develop training plans to meet identified skill gaps 2.5 Identify suitable sources of training support 2.6 Arrange training programs to reduce skill gaps for all staff |
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3. Establish a performance management program |
3.1 Develop and maintain key performance indicators (KPIs) or competency sets for all staff 3.2 Agree on KPIs with each customer contact staff member 3.3 Plan and maintain review dates and data collection to enable performance management 3.4 Conduct performance reviews and produce personal development plans |
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4. Manage remuneration and incentive programs |
4.1 Determine KPIs for individuals and groups 4.2 Set appropriate remuneration levels for job accountabilities and industry 4.3 Initiate incentive schemes using KPIs that are within the control of staff 4.4 Regularly review remuneration and incentive schemes to ensure effectiveness 4.5 Implement audit process to ensure integrity of programs |
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5. Manage compliance with statutory and regulatory requirements |
5.1 Maintain personal and staff awareness of relevant statutory and regulatory requirements 5.2 Ensure total compliance with statutory and regulatory requirements 5.3 Identify, record and rectify breaches of statutory and regulatory requirements 5.4 Implement compliance training and review programs as required |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- analytical skills to:
- analyse relevant workplace information and data
- make observations of workplace tasks and interaction between people, their activities, equipment, environment and systems
- consultation and negotiation skills to:
- collate and record information
- communicate effectively verbally and in writing
- develop and implement plans
- interpersonal skills to:
- establish rapport and build relationships with customers, team members and stakeholders
- establish relevant networks
- interviewing and recruitment skills to arrive at effective selection outcomes
- literacy skills to:
- articulate information and ideas clearly
- prepare and present reports and presentations containing complex ideas and concepts
- write policies, procedures and plans
- numeracy skills to:
- carry out analysis and validation of data and information
- manage budgetary resources
- planning and organising skills to manage own tasks within required timeframes
- problem-solving skills to find innovative solutions to problems
- self-management skills to:
- comply with policies and procedures
- seek learning and development opportunities
- technology skills to manage and analyse data and information.
Required knowledge
- employee and industrial relations principles
- equal employment opportunity guidelines
- interviewing principles
- legislative, regulatory and organisational policy framework
- organisational recruitment process, including role definition, selection criteria, direct and indirect assessment processes
- range of reward and recognition strategies and initiatives
- skill auditing and training gap analysis methodologies
- strategies for the development of a positive compliance culture
- succession planning principles
- training program design principles.
Evidence Guide
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.
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the ability to:
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Context of and specific resources for assessment |
Assessment must ensure access to:
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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:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Range Statement
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.
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Job descriptions may include: |
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Position profiles may include: |
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Interviewing techniques may include: |
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Churn factors may include: |
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Key performance indicators may include targets for: |
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Incentive schemes may include: |
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Statutory and regulatory requirements may include: |
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Unit Sector(s)
Stakeholder relations – contact centre operations
Custom Content Section
Not applicable.
