Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Contact traffic datamay include:
data extracted from customer contact systems that can:
detail statistics of numbers, types and times of contact
be sorted and tabulated for individual agents and groups of agents
data on other types of contact, including:
email
facetoface
letters
SMS (text messages)
website.
Intervalsmay include:
periods for reporting, which may be:
annual
daily
half hourly
hourly
seasonal
weekly.
Contact centre or customer contact phenomenamay include:
administration duties
billing and credit issues
climate, environmental and health factors
equipment failures
escalating contacts
excessive call lengths
excessive leave commitments
external influences or factors
marketing and competitor activity
media attention
training periods and team meetings.
Queuing toolsmay include:
Erlang B and C tools
facilities within automated call distribution (ACD) systems that provide the capacity to sort and queue different types of calls according to preset business rules.
Quantitative and qualitative factorsmay include:
contact cost considerations
marketing activity
seasonal variations
variations in staff availability
variations in staff experience and skills and knowledge.
Schedulingmay include:
business demands, goals and key performance indicators (KPIs)
forecasting enquiries, by using a forecasting model that uses weighted averages from previous scheduling periods, including:
calls
email
escalations
mail
employee preferences
heuristic, where call sequence is ordered by customer balance
legislation and regulations
operational constraints
scheduling methods, such as:
batch optimised: hourly scheduling (16-hourly lists)
dynamic optimised: hourly scheduling (re-optimised at the beginning of every hour)
work function projections, incorporating quality and quantity.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
prepare customer contact schedules
demonstrate knowledge and use of key features of contact traffic measurement systems.
Context of and specific resources for assessment
Assessment must ensure access to:
information and databases for analysis activities
standards and guidelines in relation to customer contact scheduling.
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 onthejob performance by the candidate
review of call and contact traffic schedules for a range of timeframes, including consideration of contingencies and external factors
oral and/or written questioning to assess knowledge of the impact of customer contact phenomena on forecasting
review of stakeholder feedback on service.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO404A Gather, collate and record information
BSBCUS401B Coordinate implementation of customer service strategies.