Practical Work, Project and Internal Assessment
Domain 11 tests the practical file, project report and internal assessment: whether you can demonstrate CRM voice skills and reflect on evidence.
Practical work
Expect role plays, mock inbound and outbound calls, listening exercises, CRM data entry and observation checklists. A strong demonstration shows verification, etiquette, active listening, correct disposition and accurate notes. Practise with a timer and a rubric; record yourself only with permission.
Project report
A workable structure is title, objectives, methodology, data or observations, analysis, findings, conclusion and references. Keep raw evidence such as checklists or anonymized call logs. Do not include customer names, numbers or recordings without consent. Link findings to concepts such as AHT, FCR, CSAT or service quality.
Internal assessment
Components usually include attendance, practical file, project, viva and presentation. Be ready to explain why you chose a method, what the data shows and what you would improve.
Worked example
A project asks whether a checklist reduces call-handling errors. Baseline: score 20 mock calls on verification, greeting, hold procedure and disposition. Intervention: brief coaching on the two weakest items. Post-test: rescore 20 comparable calls. Report the change and note limits such as small sample and assessor bias. Reasoning: a before-and-after design with a stated limitation is more credible than an opinion.
Traps
Copying a project; presenting only slides with no evidence; ignoring the viva; using real customer data without consent; claiming a causal result from a tiny sample.