Assessment 1 – Project Assessment 1 length should be 400 – 800 words. You must accurately reference all of your external sources of information. The written activity is a stand-alone activity that is assessed separately to the activities that form the evidence portfolio. The written activity will allow the learner to display required knowledge and skills that are essential when contextualising overall competency. Task 1 You are the call centre manager and you need to monitor the progress of your teams. It is vital that your organisation offer the highest level of customer service. In order to be able to ensure this occurs you need to: Analyse historical data Formulate a service level policy Monitor and maintain service levels Provide an example of a contact-wait characteristic and an example of service level data Task 2 Describe the difference and impacts of providing the required service level against the industry standard Task 3 Identify measurement capabilities of existing technology Task 4 Conduct benchmarking to compare performance to competitors and industry best practice
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