Unit of competency Outline

Date retreived
22/07/2026 5:56 PM AWST

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Optimise customer engagement operations

Optimise customer engagement operations

Unit of competency
National Code
BSBCUE601
State Code
AUM26
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080509 - Public Relations
Original Release Date
15/09/2015
Nominal Hours
80
Description
This unit describes the skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.It applies to individuals who analyse, design and execute judgements using wide- ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.No licensing, legislative or certification requirements apply to this unit at the time of publication.
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 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 Document revised process using graphical techniques
4 Benchmark customer contact operations
  • 4.1 Identify appropriate target areas for process improvement
  • 4.2 Research and nominate benchmarking organisations that demonstrate relevant best practice
  • 4.3 Document relevant best-practice processes used by benchmarking organisations
  • 4.4 Identify processes from benchmarking organisations 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
No information
No information
Replaces
State Code National Code Title Type
S8060 BSBCCO601B Optimise customer contact operations Unit of competency
Replaced By
State Code National Code Title Type
OCE37 BSBOPS505 Manage organisational customer service Unit of competency
State Code National Code Title Type
AVV8 BSB50315 Diploma of Customer Engagement Qualification
AVW8 BSB61015 Advanced Diploma of Leadership and Management Qualification