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Evidence Guide: BSBCCO601B - Optimise customer contact operations

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!

From the Wiki University

 

BSBCCO601B - Optimise customer contact operations

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

Analyse customer contact processes using statistical tools

  1. Identify customer contact processes requiring analysis
  2. Measure the impact of these processes on service levels or other indicators using statistical tools
  3. Derive tolerance levels for processes
  4. Calculate upper and lower control limits from data
  5. Investigate reasons for performance outside of control limits
Identify customer contact processes requiring analysis

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Measure the impact of these processes on service levels or other indicators using statistical tools

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Derive tolerance levels for processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calculate upper and lower control limits from data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate reasons for performance outside of control limits

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Rectify productivity impediments

  1. Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims
  2. Identify causes of productivity impediments
  3. Apply service quality and quality management tools to minimise impediments
  4. Confirm that operations achieve productivity standards
Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify causes of productivity impediments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply service quality and quality management tools to minimise impediments

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm that operations achieve productivity standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct a process review

  1. Identify components of the process under review
  2. Analyse and modify process to achieve improved performance using graphical techniques
  3. Trial and revise modified process to meet organisational efficiency standards
  4. Document revised process using graphical techniques
Identify components of the process under review

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and modify process to achieve improved performance using graphical techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Trial and revise modified process to meet organisational efficiency standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document revised process using graphical techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Benchmark customer contact operations

  1. Identify appropriate target areas for process improvement
  2. Research and nominate benchmarking organisations that demonstrate relevant best practice
  3. Document relevant best practice processes used by benchmarking organisations
  4. Identify processes from benchmarking organisations that can be adopted
  5. Identify relevant benefits and risks associated with implementing new processes
  6. Adapt best practice processes to meet enterprise conditions
  7. Identify and document appropriate performance indicators for evaluation of the new processes
Identify appropriate target areas for process improvement

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Research and nominate benchmarking organisations that demonstrate relevant best practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Document relevant best practice processes used by benchmarking organisations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify processes from benchmarking organisations that can be adopted

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify relevant benefits and risks associated with implementing new processes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt best practice processes to meet enterprise conditions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and document appropriate performance indicators for evaluation of the new processes

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:

analyse statistical reports of contact centre process performance

explain or demonstrate process improvement strategies

analyse records of customer contact productivity measures

explain productivity improvement methodology

demonstrate knowledge of quality management and related process control methods.

Context of and specific resources for assessment

Assessment must ensure access to:

information, reporting and databases for analysis activities

relevant standards and guidelines

benchmarking analysis and improvement plans.

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

review of process documentation

analysis of peer and line management feedback

review of statistical reports of contact centre process performance

analysis of process improvement strategies

review of records of customer contact productivity measures

analysis of explanation of productivity improvement methodology

review of graphical records of customer contact processes

review of records of analysis for operations benchmarking.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCCO602B Manage customer contact information.

Required Skills and Knowledge

Required skills

analytical skills to:

analyse relevant workplace information and data

make observations of workplace tasks and interactions between people, their activities, equipment, environment and systems

communication skills to articulate information across all communication media

consultation and negotiation skills to:

develop plans

implement and monitor designated actions

interpersonal skills to:

build relationships with clients, team members and stakeholders

establish relevant internal and external networks

leadership skills to gain the trust and confidence of colleagues and stakeholders

numeracy skills to calculate, manipulate and validate data and statistics

planning and organising skills to manage own tasks within required timeframes

problemsolving skills to create innovative solutions to problems

project management skills to:

achieve continuous improvement

conduct action planning

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to:

access and use information and data

produce reports and graphical representations.

Required knowledge

at least one complete suite of statistical control systems

benchmarking principles

customer contact processes and the range of channels available

customer service principles and processes

operating variables within customer contact operations

principles of statistics, statistical process control and underpinning statistical calculations

process review and documentation principles

project management principles

quality management and related process control methods.

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.

Customer contact processesmay include:

email and other electronic communications

facetoface contact

facsimile and other written communications

inbound and outbound telephone contact

service and sales support processes.

Service levelsmay include:

predetermined conditions for customer contact service, including:

contact duration

contact wait time

contact escalation policy

percentage of calls answered within specified time period

service guarantees

speed of response.

Productivitymay include:

average speed of answer

first call resolution

measuring calls per day, week or hour

measuring financial returns, sales volumes or services provided

overall performance of the customer contact operation

service level results.

Graphical techniquesmay include:

fishbone diagrams

flowcharts

Gantt or Pert charts

maps

Pareto charts.

Benchmarking organisationsmay include:

best practice organisations, which may be in an unrelated industry

competitors

organisations in same industry

organisations with similar functions.