Unit of competency Outline
Date retreived
22/07/2026 10:55 PM AWST
22/07/2026 10:55 PM 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.
Develop and maintain a service level strategy
Develop and maintain a service level strategy
Unit of competency
National Code
BSBCCO604B
BSBCCO604B
State Code
S8063
S8063
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/12/2011
Field of Education
080301 - Business Management
Original Release Date
20/12/2011
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to establish, monitor and maintain a service level strategy in a customer contact environment.Competence in this unit requires developing and implementing a successful service level strategy to achieve the service levels required by an organisation and the associated processes required to establish that service level.
Notes
Elements and Performance Criteria
1. Analyse historical data
- 1.1 Distinguish between contact wait characteristics and service level data
- 1.2 Collect relevant and accurate service level data
- 1.3 Determine historical service levels for service level periods
- 1.4 Collect relevant and accurate contact wait time, abandonment rate and customer survey data
- 1.5 Determine historical contact wait and abandon time characteristics
2. Formulate a service level policy
- 2.1 Identify the difference and impacts of providing the required service level against the industry standard
- 2.2 Consult with relevant stakeholders on contact wait characteristics and service levels
- 2.3 Identify business needs related to service levels
- 2.4 Review organisation’s contact wait characteristics in relation to the industry, the market and competition
- 2.5 Formulate a comprehensive set of appropriate contact wait characteristics
- 2.6 Define and document an appropriate service level policy or target
- 2.7 Develop comprehensive contingency plans for loss of facilities or technology
- 2.8 Identify and document corresponding resource requirements
- 2.9 Communicate and justify service level policy to senior management and stakeholders
3. Monitor and maintain service levels
- 3.1 Identify measurement capabilities of existing technology
- 3.2 Select diagnostic measures to monitor service levels
- 3.3 Collect and analyse service level data
- 3.4 Identify underperforming service level periods
- 3.5 Analyse service level inputs and recommend corrections to maintain service levels
- 3.6 Conduct benchmarking to compare performance to competitors and industry best practice
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 wait characteristicsmay include:
abandonment rates
breakdown of waiting times
related indicators of caller responses to waiting periods.
Service levelmay include:
abandonment rates
average speed of answer
contact escalation policy
percentage of calls answered within a defined waiting period.
Industry standardmay include:
best practice service level
regulated service level requirement
service level set by individual organisations.
Stakeholdersmay include:
finance
human resources
market research
occupational health and safety
sales and marketing
senior customer service and executive staff.
Service level periodsmay include:
calculating service levels at varying periods of time, such as:
half hourly
hourly
daily
weekly
monthly
yearly.
Benchmarkingmay include:
best practice across all industry sectors
comparison with other organisations, including:
other internal departments
industry sector
other industry sectors
targeted competitor.
Contact wait characteristicsmay include:
abandonment rates
breakdown of waiting times
related indicators of caller responses to waiting periods.
Service levelmay include:
abandonment rates
average speed of answer
contact escalation policy
percentage of calls answered within a defined waiting period.
Industry standardmay include:
best practice service level
regulated service level requirement
service level set by individual organisations.
Stakeholdersmay include:
finance
human resources
market research
occupational health and safety
sales and marketing
senior customer service and executive staff.
Service level periodsmay include:
calculating service levels at varying periods of time, such as:
half hourly
hourly
daily
weekly
monthly
yearly.
Benchmarkingmay include:
best practice across all industry sectors
comparison with other organisations, including:
other internal departments
industry sector
other industry sectors
targeted competitor.
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:
develop a service level strategy that consistently meets the requirements of a customer contact organisation, including documenting processes and policy, and maintaining reports and records
demonstrate knowledge of industry standards, best practice and regulatory requirements for service levels.
Context of and specific resources for assessment
Assessment must ensure access to:
information and databases for analysis activities
relevant legislation, regulations, standards and guidelines
stakeholder feedback.
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 stakeholder feedback
review of service level performance
review of process and service level policy documentation
review of documentation of poor service level performance
review of reporting and historical data, along with analysis
practical demonstration of effective use of customer contact technology
review of financial performance and resourcing budget.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO601B Optimise customer contact operations
BSBMGT618A Develop a contact centre business plan.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
develop a service level strategy that consistently meets the requirements of a customer contact organisation, including documenting processes and policy, and maintaining reports and records
demonstrate knowledge of industry standards, best practice and regulatory requirements for service levels.
Context of and specific resources for assessment
Assessment must ensure access to:
information and databases for analysis activities
relevant legislation, regulations, standards and guidelines
stakeholder feedback.
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 stakeholder feedback
review of service level performance
review of process and service level policy documentation
review of documentation of poor service level performance
review of reporting and historical data, along with analysis
practical demonstration of effective use of customer contact technology
review of financial performance and resourcing budget.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO601B Optimise customer contact operations
BSBMGT618A Develop a contact centre business plan.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0622 | BSBCCO604A | Develop and maintain a service level strategy | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUH62 | BSBCUE604 | Develop and maintain a service level strategy | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D693 | BSB50311 | Diploma of Customer Contact | Qualification |
| D184 | BSB60407 | Advanced Diploma of Management | Qualification |