Configure and optimise customer contact technology

Unit of competency Outline

Date retreived
22/07/2026 6:45 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.

Unit of competency

National Code
BSBITA611

State Code
OAE92

TGA Status
Replaced

DTWD Status
Transition (Replaced)

Current Release Number
1.00

Current Release Date
27/09/2018

View on TGA

State Implementation and Classification

Approved Date

14/02/2019

Field of Education

029999 - Information Technology, N.e.c.

Original Release Date

14/02/2019

Nominal Hours

Description

This unit describes the skills and knowledge required to establish optimal functionality and efficiency from customer contact technologies by configuring them to best suit organisational needs and strategies.It applies to individuals working at a managerial or specialist level and within a customer contact environment where complex digital technology is employed, and where the configuring of this technology is undertaken on an ongoing basis to maximise efficiencies and benefits to the organisation.No licensing, legislative or certification requirements apply to this unit at the time of publication.

Notes

Elements and Performance Criteria

1. Analyse capability of existing customer contact technology

1.1 Clearly identify the role of customer contact technology in customer contact operations
1.2 Identify the scope of the functions supplied by the existing digital technologies
1.3 Accurately align the capabilities of the existing technology to current and potential organisational needs and strategies

2. Benchmark competing new technology applications

2.1 Identify specific operational needs that can be met by new and/or emerging digital technologies
2.2 Identify the range of functions and capabilities supplied by benchmarking competing technologies
2.3 Select critical features of competing technologies for analysis against organisational needs and strategies
2.4 Conduct an analysis of competing technologies using cost effective processes
2.5 Report on appropriate new technology by considering the analysis of critical features, and deliver report to appropriate personnel in accordance with organisational policies and procedures

3. Develop a customer contact system configuration

3.1 Identify and analyse business model to be facilitated by technology
3.2 Identify the required technology components
3.3 Identify all specific contact pathways to be managed by technology
3.4 Arrange configuration of technology to satisfy the business model and contact pathways, ensuring compliance with organisational policies and procedures
3.5 Develop comprehensive testing program to ensure delivery and reliability of new configuration
3.6 Evaluate configuration against organisational strategies

4. Develop a customer contact strategy to optimise existing technology

4.1 Identify unused capacity in existing technology
4.2 Identify applications for unused capacity appropriate to operational or business model
4.3 Develop and document a strategy for exploiting additional capacity and deliver to appropriate personnel
4.4 Assess the cost and efficiency of the strategy against available resources and budget
4.5 Recommend a course of action in accordance with the assessment, ensuring compliance with organisational policies and procedures

No information

Replaces

State Code	National Code	Title	Type
AUK17	BSBITA601	Configure and optimise customer contact technology	Unit of competency

Replaced By

State Code	National Code	Title	Type
OCE45	BSBTEC601	Review organisational digital strategy	Unit of competency

State Code	National Code	Title	Type
AVV8	BSB50315	Diploma of Customer Engagement	Qualification