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. Identify requirements of the customer contact role

1.1 Identify specific customer contact operations  and relate these to the industry-wide context

1.2 Identify the role of customer contact in relation to the organisation

1.3 Identify personal customer contact role and operations

1.4 Relate personal operations to organisation’s customer contact objectives

1.5 Identify the major components of the customer contact infrastructure 

1.6 Relate personal operations to customer contact infrastructure

2. Manage personal performance

2.1 Use available resources, systems  and support effectively

2.2 Identify key performance indicators  (KPIs) and comply with organisational processes  and reporting protocols, policies and procedures

2.3 Comply with organisational, regulatory and legislative requirements 

2.4 Identify personal performance requirements  and expectations and adopt strategies to achieve them

2.5 Identify and participate in performance management and development processes

3. Maintain a professional approach to employment

3.1 Display a positive and ethical 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 Identify strategies for projecting a professional image  in current role

3.5 Contribute to the promotion of the organisation and its staff to customers

4. Participate in a workplace team

4.1 Identify team member roles and team structure and interact cooperatively with team members

4.2 Recognise, acknowledge and contribute to the formation and achievement of team objectives

4.3 Recognise and respond positively to conflict within team

4.4 Provide feedback to enhance team performance

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.

Specific customer contact operations  may include:

• customer support
• data collection
• information services
• marketing
• sales
• service provision
• combinations of the above.

Customer contact infrastructure  may 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.

Systems  may include:

• automated call distribution (ACD)
• customer relationship management (CRM)
• complaint management database
• information database
• knowledge management applications
• schedules
• voice over IP applications.

Key performance indicators  may 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 processes  may include:

• attending to forecasted calls
• working in a team.

Organisational, regulatory and legislative requirements  may 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 requirements  may include:

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

Professional image  may include:

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