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?
Develop and apply recruiting and staff retention strategies
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Develop and maintain job descriptions for customer engagement roles Completed |
Evidence:
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Develop and maintain position profiles for customer engagement roles Completed |
Evidence:
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Apply staff selection processes using interviewing techniques Completed |
Evidence:
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Identify critical churn factors by analysing records of staff turnover and exit interviews Completed |
Evidence:
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Introduce staff retention strategies to reduce churn Completed |
Evidence:
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Manage induction and ongoing staff training
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Arrange for staff skill levels to be audited Completed |
Evidence:
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Arrange the identification of skill needs and skill gaps for all customer engagement roles Completed |
Evidence:
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Distinguish between technology skill and customer service skill needs Completed |
Evidence:
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Develop training plans to meet identified skill gaps Completed |
Evidence:
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Identify suitable sources of training support Completed |
Evidence:
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Arrange training programs to reduce skill gaps for all staff Completed |
Evidence:
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Establish a performance-management program
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Develop and maintain key performance indicators (KPIs) or competency sets for all staff Completed |
Evidence:
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Agree on KPIs with each customer contact staff member Completed |
Evidence:
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Plan and maintain review dates and data collection to enable performance management Completed |
Evidence:
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Conduct performance reviews and produce personal development plans Completed |
Evidence:
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Manage remuneration and incentive programs
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Determine KPIs for individuals and groups Completed |
Evidence:
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Set appropriate remuneration levels for job accountabilities and industry Completed |
Evidence:
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Initiate incentive schemes using KPIs that are within the control of staff Completed |
Evidence:
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Regularly review remuneration and incentive schemes to ensure effectiveness Completed |
Evidence:
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Implement audit process to ensure integrity of programs Completed |
Evidence:
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Manage compliance with statutory and regulatory requirements
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Maintain personal and staff awareness of relevant statutory and regulatory requirements Completed |
Evidence:
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Ensure total compliance with statutory and regulatory requirements Completed |
Evidence:
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Identify, record and rectify breaches of statutory and regulatory requirements Completed |
Evidence:
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Implement compliance training and review programs as required Completed |
Evidence:
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