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Evidence Guide: BSBCCO308A - Conduct outbound customer contact

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

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BSBCCO308A - Conduct outbound customer contact

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare for outbound contact

  1. Identify contact details and apply a clear understanding of organisational policies and procedures
  2. Obtain and study product and service details relating to customer contact
  3. Study prepared contact guides or scripts
  4. Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team
  5. Develop proficiency with equipment and systems to effectively and efficiently manage contact
  6. Clarify details as required with relevant manager
Identify contact details and apply a clear understanding of organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain and study product and service details relating to customer contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Study prepared contact guides or scripts

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Locate sources of information that may be required to develop product or service expertise, or discuss requirements with team

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify details as required with relevant manager

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct outbound contact

  1. Greet customer according to organisational protocol and in a manner that encompasses cultural diversity
  2. Use the contact guide efficiently to conduct the contact
  3. Answer enquiries and negotiate with customers according to policy
  4. Escalate enquiries that cannot be satisfied immediately
  5. Conduct contact closure according to policy
Greet customer according to organisational protocol and in a manner that encompasses cultural diversity

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use the contact guide efficiently to conduct the contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer enquiries and negotiate with customers according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate enquiries that cannot be satisfied immediately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct contact closure according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrange provision of a product or service

  1. Respond appropriately to customer requirements and identify relevant options
  2. Select appropriate product or service in consultation with customer
  3. Agree actions or orders with customer, giving consideration to maximising value and service delivery to customer
  4. Consider customer retention options that can be applied to the contact
  5. Use clear, simple and easy to understand language and ensure responses are comprehensive
Respond appropriately to customer requirements and identify relevant options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select appropriate product or service in consultation with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider customer retention options that can be applied to the contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage customer contact

  1. Record details of contact according to policy
  2. Record and report difficulties not escalated that may present an opportunity for continuous improvement
  3. Adapt to the requirements and expectations of various customers when working in an outsource environment and dealing with multiple customer bases
  4. Escalate enquiries or orders that cannot be satisfied immediately
  5. Supply followup information to customer as required and in a timely manner
  6. Observe relevant legislation, codes, regulations and standards throughout transaction
Record details of contact according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate enquiries or orders that cannot be satisfied immediately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Supply followup information to customer as required and in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe relevant legislation, codes, regulations and standards throughout transaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

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.

Overview of assessment

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

Evidence of the ability to:

record data

demonstrate knowledge of enterprise products and services and compliance requirements

meet agreed standards of contact

achieve performance targets

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 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 onthejob performance by the candidate

direct observation during contact, which 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.

Required Skills and Knowledge

Required skills

customer service skills to deliver required level and quality of customer service

communication skills to:

articulate effectively over the required channels

relate to people from diverse backgrounds and with diverse abilities

use listening and questioning to understand and clarify the needs of customers

interpersonal skills to:

establish rapport and build relationships with customers

handle difficult customers

negotiation skills to persuade customers and elicit buy-in on the sale of product or service

numeracy skills to analyse, calculate and validate data

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

handle peak periods of activity in a positive and enthusiastic manner

manage stress

seek learning and development opportunities

work in a team environment.

Required knowledge

operational environment, including:

company products and services

customer base

organisational communication channels

organisational performance and customer service expectations

organisational policies, procedures, protocols and guidelines, including financial delegation policy

principles of customer service

principles of sales and negotiation

stress and time-management techniques

technology and systems.

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.

Organisational policies and proceduresmay include:

adherence to scheduling

scope of the services to be provided

financial and decision-making delegations

referral and escalation paths.

Products and services may include:

goods

ideas

infrastructure

private and public sets of benefits.

Customer contactmay include:

email and other electronic communications

facetoface

facsimile

internal, external and outsourced customers

letter

telephone.

Contact guides or scriptsmay relate to:

contact-closing technique

contact flow

features and benefits of product or service

greeting etiquette

pricing

regulatory, legislative and organisational requirements.

Sources of informationmay include:

brochures and pamphlets

campaign briefs

internet and intranet

instruction or product manuals.

Equipment and systemsmay include:

computer and telecommunications equipment, which may be modified for use by people with a disability

information management systems

workflow management systems.

Contact closuremay include:

a shortened sales cycle

overcoming objections

asking defining questions

maximising opportunities

managing complex negotiations

increasing productivity and time management

moving to transaction discussion once interest has been elicited.

Responding appropriatelymay include:

recording details in enterprise systems

discussing, agreeing and recording supply arrangements with customers

discussing and agreeing on payment options with customers

conducting credit checks.

Customer retention optionsmay include:

loyalty programs or incentives

offering value-added services or products

recontracting

special offers as determined by the organisation from time to time.

Outsource environmentmay include:

customer contact environment servicing customers of another enterprise or business unit by agreement

customer contact environment taking contacts for multiple enterprises

customer contact environment taking overflow calls for another enterprise.

Relevant legislation, codes, regulations and standardsmay include:

Consumer Credit Code

Do Not Call Register

equal employment opportunity and antidiscrimination legislation

freedom of information

industry-specific codes, regulations and legislation

occupational health and safety legislation

Privacy Act

Trade Practices Act/Competition and Consumer Act