Unit of competency Outline
Date retreived
22/07/2026 9:38 PM AWST
22/07/2026 9:38 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.
Manage customer contact centre staffing
Manage customer contact centre staffing
Unit of competency
National Code
BSBCCO607B
BSBCCO607B
State Code
S8066
S8066
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/12/2011
Field of Education
080303 - Human Resource Management
Original Release Date
20/12/2011
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to maintain stable and productive staffing levels in a business unit within an organisation.Competence in this unit requires broad management skills, including people management, as well as knowledge of recruitment, remuneration, incentive and compliance issues.
Notes
Elements and Performance Criteria
1. Develop and apply recruiting and staff retention strategies
- 1.1 Develop and maintain job descriptions for customer contact roles
- 1.2 Develop and maintain position profiles for customer contact roles
- 1.3 Apply staff selection processes using interviewing techniques
- 1.4 Identify critical churn factors by analysing records of staff turnover and exit interviews
- 1.5 Introduce staff retention strategies to reduce churn
2. Manage induction and ongoing staff training
- 2.1 Arrange for staff skill levels to be audited
- 2.2 Arrange the identification of skill needs and skill gaps for all customer contact roles
- 2.3 Distinguish between technology skill and customer service skill needs
- 2.4 Develop training plans to meet identified skill gaps
- 2.5 Identify suitable sources of training support
- 2.6 Arrange training programs to reduce skill gaps for all staff
3. Establish a performance management program
- 3.1 Develop and maintain key performance indicators (KPIs) or competency sets for all staff
- 3.2 Agree on KPIs with each customer contact staff member
- 3.3 Plan and maintain review dates and data collection to enable performance management
- 3.4 Conduct performance reviews and produce personal development plans
4. Manage remuneration and incentive programs
- 4.1 Determine KPIs for individuals and groups
- 4.2 Set appropriate remuneration levels for job accountabilities and industry
- 4.3 Initiate incentive schemes using KPIs that are within the control of staff
- 4.4 Regularly review remuneration and incentive schemes to ensure effectiveness
- 4.5 Implement audit process to ensure integrity of programs
5. Manage compliance with statutory and regulatory requirements
- 5.1 Maintain personal and staff awareness of relevant statutory and regulatory requirements
- 5.2 Ensure total compliance with statutory and regulatory requirements
- 5.3 Identify, record and rectify breaches of statutory and regulatory requirements
- 5.4 Implement compliance training and review programs as required
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.
Job descriptionsmay include:
accountabilities
experience required
qualifications required
skills and knowledge required
special requirements
specification of the duties for an individual employee.
Position profilesmay include:
classification of roles
remuneration levels
set of competency statements to assist in defining the role
specification of dimensions of a position within an organisational structure.
Interviewing techniquesmay include:
competency and behavioural-based questions
fair recruitment practices.
Churn factorsmay include:
external factors, such as higher pay rates elsewhere
lack of career progression
lack of feedback
lack of training
leadership issues
physical environment
recognition or reward
stress.
Key performance indicatorsmay include targets for:
adherence to roster
availability
average handling time
call volumes
quality
retention
relevant measures for specific roles
sales
sales conversion rates
seeking learning and development opportunities.
Incentive schemesmay include:
commissions
incentive payments
noncash rewards, such as time off
remuneration adjustment
reward and recognition programs.
Statutory and regulatory requirementsmay include:
award and enterprise agreements
national, state or territory legislative requirements, especially in regard to occupational health and safety
industry-related codes and regulations, such as:
Consumer Credit Code
Privacy Act
Trade Practices Act/Competition and Consumer Act
Job descriptionsmay include:
accountabilities
experience required
qualifications required
skills and knowledge required
special requirements
specification of the duties for an individual employee.
Position profilesmay include:
classification of roles
remuneration levels
set of competency statements to assist in defining the role
specification of dimensions of a position within an organisational structure.
Interviewing techniquesmay include:
competency and behavioural-based questions
fair recruitment practices.
Churn factorsmay include:
external factors, such as higher pay rates elsewhere
lack of career progression
lack of feedback
lack of training
leadership issues
physical environment
recognition or reward
stress.
Key performance indicatorsmay include targets for:
adherence to roster
availability
average handling time
call volumes
quality
retention
relevant measures for specific roles
sales
sales conversion rates
seeking learning and development opportunities.
Incentive schemesmay include:
commissions
incentive payments
noncash rewards, such as time off
remuneration adjustment
reward and recognition programs.
Statutory and regulatory requirementsmay include:
award and enterprise agreements
national, state or territory legislative requirements, especially in regard to occupational health and safety
industry-related codes and regulations, such as:
Consumer Credit Code
Privacy Act
Trade Practices Act/Competition and Consumer Act
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:
manage a business unit, encompassing:
compliance with relevant legislation, regulations and codes
induction
management of remuneration and incentive programs
performance management
recruitment
training
demonstrate knowledge of legislative, regulatory and organisational policy framework.
Context of and specific resources for assessment
Assessment must ensure access to:
information and databases for analysis activities
relevant legislation, standards and guidelines.
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:
documentation of training programs
documentation of compliance programs
copies of position descriptions and position profiles
documentation of incentive and remuneration programs
documentation of staff retention strategies and supporting data and assessment
performance against KPIs
staff satisfaction surveys and results
churn rates and trends.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
manage a business unit, encompassing:
compliance with relevant legislation, regulations and codes
induction
management of remuneration and incentive programs
performance management
recruitment
training
demonstrate knowledge of legislative, regulatory and organisational policy framework.
Context of and specific resources for assessment
Assessment must ensure access to:
information and databases for analysis activities
relevant legislation, standards and guidelines.
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:
documentation of training programs
documentation of compliance programs
copies of position descriptions and position profiles
documentation of incentive and remuneration programs
documentation of staff retention strategies and supporting data and assessment
performance against KPIs
staff satisfaction surveys and results
churn rates and trends.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUI72 | BSBCUE607 | Manage customer engagement centre staffing | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D693 | BSB50311 | Diploma of Customer Contact | Qualification |
| D184 | BSB60407 | Advanced Diploma of Management | Qualification |