Unit of competency details

Release 

Comments 

Release 2 

New release of this Qualification released with version 6 of BSB07 Business Services Training Package.

Outdated advice removed

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.

ELEMENT 

PERFORMANCE CRITERIA 

1. Analyse current capability of customer contact technology

1.1. Clearly specify the role of customer contact technology  in customer contact operations

1.2. Recognise the scope of the functions supplied by the technology

1.3. Accurately align the capabilities of the technology to current and potential operational needs

2. Benchmark competing new technology applications

2.1. Identify specific operational needs that can be met by technology

2.2. Identify range of functions and capabilities supplied by benchmarking competing technologies 

2.3. Select critical features of competing technologies for analysis

2.4. Conduct an analysis of technologies using cost effective processes

2.5. Select or report on appropriate new technology by considering the analysis of critical features 

3. Develop a customer contact system configuration

3.1. Identify and analyse business model to be facilitated by technology

3.2. Identify the required technology components

3.3. Identify all specific contact pathways  to be managed by technology

3.4. Arrange configuration of technology to satisfy the business model and contact pathways

3.5. Develop comprehensive testing program to ensure delivery and reliability of new configuration

3.6. Evaluate configuration against business model dimensions

4. Develop a strategy to optimise current technology

4.1. Identify unused capacity in existing technology

4.2. Identify applications for unused capacity appropriate to operational or business models

4.3. Develop a strategy for exploiting additional capacity

4.4. Assess the cost and efficiency of the strategy against available resources and budgets

4.5. Recommend a course of action in accordance with the assessment

Required skills 

• analytical skills to interpret, report and recommend actions from complex data and information
• attention to detail
• interpersonal skills to establish rapport, to build relationships with team members and stakeholders, and to establish effective networks
• literacy skills to develop reports which deal with complex ideas and concepts, and to articulate ideas and information effectively
• numeracy skills to analyse, manipulate and validate data, specifications and reports
• problem-solving skills to develop creative and innovative solutions
• project management skills to ensure that quality project management techniques are employed at all times
• research skills to ensure that all options are explored and recommendations are comprehensive and balanced
• report writing and presentation skills
• risk management skills to ensure that planning is balanced and risk averse.

Required knowledge 

• benchmarking principles
• budgeting and cost benefit analysis principles
• business case preparation principles
• business objectives and goals
• customer contact technologies - communications technologies, automatic call distributor (ACD) systems, interactive voice response (IVR) systems, databases, computer telephony integration (CTI) systems, prescriptive dialling, computer-based customer relationship management (CRM) systems, information management systems
• formal and informal communication and consultation processes, and key personnel related to communication
• needs of both internal and external customers
• operational budget and business plan.

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.

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