Application
This unit applies to frontline managers, including team leaders and supervisors, responsible for the management of a customer service system and customer service standards.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Provide guidance to interrogate data | 1.1 Identify information sources 1.2 Assist personnel to collect and record information according to legislation, policy and procedures 1.3 Assist personnel to collate, sort and analyse collected information in relation to the purpose for which it is being obtained |
2. Assist personnel to interrogate data | 2.1 Identify information that is to be analysed and identify analysis methodology and analysis processes 2.2 Assist personnel to reduce and describe subject to support the development of interpretations 2.3 Review the appropriateness of the reduced information according to organisational processes 2.4 Inform personnel how to archive information not used in the reduction and description processes for future reference 2.5 Implement supervisory processes and checks and measures to ensure work is completed within time available |
3. Provide suitable training and assessment opportunities | 3.1 Identify learners' personal skill gaps 3.2 Provide appropriate on-the-job training opportunities to fill identified skill gaps and improve work performance 3.3 Provide opportunities for personnel to ask questions and seek clarification on training and work performance matters 3.4 Provide assistance to personnel to ensure compliance with organisational requirements and to access suitable training and assessment |
Required Skills
Required skills
analytical skills to analyse information and data
communication skills to:
communicate with staff and stakeholders
use questioning and listening skills to understand and resolve issues raised
interpersonal skills to:
establish rapport and build relationships with customers, team members and stakeholders
establish relevant networks
literacy skills to:
prepare and compile statements and reports on complex concepts and ideas
write and interpret instructions
numeracy skills to test assumptions, taking the context of data and circumstances into account
planning and organising skills to manage own tasks within required timeframes
presentation skills to articulate information and ideas
problem
risk assessment and management skills to:
cover problems and challenges that may arise
monitor an organisation’s compliance with service level targets
self-management skills to:
manage self and others
seek learning and development opportunities
technology skills to organise, manage and analyse data.
Required knowledge
benchmarking principles
customer expectations and processes for determining customer satisfaction with level of service
industry standards, best practice and regulatory requirements for service levels
organisational structure and key stakeholders
information types and their sources
procedures and security measures for accessing, storing, retrieving and sharing data from databases
range of contact data available and technology functionality and reporting capability
rights of individuals in relation to statement compilation
use of evidence of contact recording technology.
Evidence Required
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: collate information in area of responsibility demonstrate knowledge of statutory, regulatory and legislative requirements with regard to data interrogation manage and train personnel. |
Context of and specific resources for assessment | Assessment must ensure access to: information and databases for analysis activities relevant legislation, 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 review of statements or recording of details of calls review of compliance with statutory, regulatory, legislative and organisational requirements oral and/or written questioning to assess knowledge of storage and disposal of information. |
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.
Information sources | community groups community leaders crime, accident or incident scenes customers fellow staff general public individuals information databases local government local media schools specific target groups, in the case of opinion polls and surveys. |
Information | addressing public order and general community issues assisting in an investigation details of an incident or medical emergency locating a specific person location of witnesses opinion poll or customer survey progressing and supporting court hearings and matters. |
Analysis | causative or predictive descriptive or explorative quantitative and qualitative or both. |
Analysis methodology | biographical analysis comparative analysis Delphi technique demographic or geographic analysis historical analysis hypothesis development link analysis scenario generation. |
Analysis processes | deductive: beginning with a hypotheses and testing it; lateral, critical or creative processes inductive: interpreting raw information, identifying trends or patterns, and testing them using problem-solving techniques and decision making. |
Reduced information | charts diagrams lists summaries tables. |
Reduction and description processes | consideration of balance critical evaluation of additional information collection objectivity testing of logical reasoning. |
Supervisory processes | delegating implementing monitoring overseeing planning reviewing targeting. |
Time available | consideration of contingencies consideration of past experiences experience of operatives methods to be employed resources and equipment to be used. |
Training | computer-based training contracted training activity demonstration formal training on-the-job training reading role play vendor training. |
Sectors
Stakeholder relations – contact centre operations
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.