Unit of competency Outline
Date retreived
22/07/2026 6:40 AM AWST
22/07/2026 6:40 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Optimise customer contact operations
Optimise customer contact operations
Unit of competency
National Code
BSBCCO601A
BSBCCO601A
State Code
D0619
D0619
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
11/12/2008
Field of Education
080301 - Business Management
Original Release Date
11/12/2008
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Analyse customer contact processes using statistical tools
- 1.1. Identify customer contact processes requiring analysis
- 1.2. Measure the impact of these processes on service levels or other indicators using statistical tools
- 1.3. Derive tolerance levels for processes
- 1.4. Calculate upper and lower control limits from data
- 1.5. Investigate reasons for performance outside of control limits
2. Rectify productivity impediments
- 2.1. Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims
- 2.2. Identify causes of productivity impediments
- 2.3. Apply service quality and quality management tools to minimise impediments
- 2.4. Confirm that operations achieve productivity standards
3. Conduct a process review
- 3.1. Identify all components of the process under review
- 3.2. Analyse and modify process to achieve improved performance using graphical techniques
- 3.3. Trial and revise modified process to meet organisational efficiency standards
- 3.4. Accurately document revised process using graphical techniques
4. Benchmark customer contact operations
- 4.1. Identify appropriate target area/s for process improvement
- 4.2. Research and nominate benchmarking organisation/s that demonstrate relevant best practice
- 4.3. Document relevant best practice processes used by benchmarking organisation/s
- 4.4. Identify processes from benchmarking organisation/s that can be adopted
- 4.5. Identify relevant benefits and risks associated with implementing new processes
- 4.6. Adapt best practice processes to meet enterprise conditions
- 4.7. Identify and document appropriate performance indicators for evaluation of the new processes
email or other electronic communications
face-to-face contact
facsimile or other written communications
inbound or outbound telephone contact
service and sales support processes
call duration
call wait time
percentage of calls answered within specified time period (e.g. 70% of calls answered within 30 seconds)
service guarantees
speed of response
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
fishbone diagrams
flowcharts
Gantt or Pert charts
maps
Pareto charts
best practice organisations - may be in an unrelated industry
competitors
organisations in same industry
organisations with similar functions
face-to-face contact
facsimile or other written communications
inbound or outbound telephone contact
service and sales support processes
call duration
call wait time
percentage of calls answered within specified time period (e.g. 70% of calls answered within 30 seconds)
service guarantees
speed of response
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
fishbone diagrams
flowcharts
Gantt or Pert charts
maps
Pareto charts
best practice organisations - may be in an unrelated industry
competitors
organisations in same industry
organisations with similar functions
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
statistical reports of contact centre process performance
explanation or demonstration of process improvement strategies
records of customer contact productivity measures
explanation of productivity improvement methodology
knowledge of quality management and related process control methods.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to information, reporting and databases for analysis activities
access to relevant standards and guidelines
access to 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 on-the-job 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:
BSBCCO602A Manage customer contact information
BSBITA601A Configure and optimise customer contact technology.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
statistical reports of contact centre process performance
explanation or demonstration of process improvement strategies
records of customer contact productivity measures
explanation of productivity improvement methodology
knowledge of quality management and related process control methods.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to information, reporting and databases for analysis activities
access to relevant standards and guidelines
access to 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 on-the-job 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:
BSBCCO602A Manage customer contact information
BSBITA601A Configure and optimise customer contact technology.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8060 | BSBCCO601B | Optimise customer contact operations | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D165 | BSB50307 | Diploma of Customer Contact | Qualification |