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
What evidence can you provide to prove your understanding of each of the following citeria?
Analyse call/contact traffic data
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Confirm the accuracy and appropriateness of call/contact traffic data Completed |
Evidence:
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Identify call/contact traffic patterns over short and long intervals Completed |
Evidence:
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Identify anomalies and non-recurring events in call/contact patterns Completed |
Evidence:
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Interpret the impact of customer contact phenomena on forecasting and planning
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Define and identify the range of contact centre or customer contact phenomena affecting resource planning Completed |
Evidence:
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Analyse and explain impact of phenomena Completed |
Evidence:
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Identify issues arising from the impact of customer contact phenomena when forecasting and planning Completed |
Evidence:
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Develop call/contact traffic forecasts
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Provide a baseline for forecast by collecting historical data Completed |
Evidence:
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Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast Completed |
Evidence:
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Breakdown annual forecast into smaller periods and adjust for seasonality Completed |
Evidence:
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Ensure that forecast accuracy is within organisational requirements Completed |
Evidence:
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Plan labour requirements
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Determine basic inputs to queuing tool/s Completed |
Evidence:
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Calculate resources required using queuing tool/s Completed |
Evidence:
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Adjust results to account for qualitative factors Completed |
Evidence:
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Perform planning process for all levels of forecasted call traffic Completed |
Evidence:
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