Unit of competency Outline
Date retreived
23/07/2026 8:16 AM AWST
23/07/2026 8:16 AM 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.
Integrate customer contact operations in the organisation
Integrate customer contact operations in the organisation
Unit of competency
National Code
BSBCCO504A
BSBCCO504A
State Code
S8059
S8059
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
31/07/2014
Field of Education
080301 - Business Management
Original Release Date
31/07/2014
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to integrate the customer contact operations fully within the organisation and to ensure that they maintain a high profile and significance within the organisation.Competence in this unit requires communication and cooperation between customer contact operations and the rest of the business operations. Regular contact, consultation and feedback with the organisation, alignment of objectives, and communication of performance and issues are also required.
Notes
Elements and Performance Criteria
1. Identify and analyse interdependencies
- 1.1 Identify interdependencies between contact centre and other departments within the organisation
- 1.2 Identify the degree of interdependence
- 1.3 Map the flow of transactions and information between other departments and the contact centre
2. Analyse value and service chain and identify gaps
- 2.1 Develop value and service chain model
- 2.2 Consult regularly with stakeholders
- 2.3 Collect data to support chain continuity and gap identification
- 2.4 Identify gaps in the value and service chain
3. Prepare plan to close value and service chain gaps
- 3.1 Identify service chain gaps within the control of customer contact operations
- 3.2 Communicate other gaps to stakeholders and relevant parties
- 3.3 Identify activities and resources needed to close gaps
- 3.4 Prepare an action plan
- 3.5 Establish a review and feedback process
- 3.6 Develop internal networks to ensure sound communication across organisation
4. Integrate market intelligence capture into operations
- 4.1 Consult with organisation marketing area or business unit
- 4.2 Identify and agree on desired market intelligence
- 4.3 Integrate data collection into contact guidelines
- 4.4 Integrate data capture facilities into database
- 4.5 Integrate information into existing contact centre strategy and operations
5. Report market intelligence to other corporate departments
- 5.1 Retrieve captured intelligence information
- 5.2 Prepare market intelligence reports
- 5.3 Communicate information to relevant parties in an effective and timely manner
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.
Interdependenciesmay include:
finance
human resources operations
resourcing
technology and infrastructure.
Value and service chainmay include:
billing
components of the enterprise infrastructure contributing directly to the supply of goods or services to the customer
credit
customer service
field staff
order fulfilment
sales support.
Stakeholdersmay include:
administration and support
billing
credit and collections
marketing
finance
human resources
strategy and planning
training.
Interdependenciesmay include:
finance
human resources operations
resourcing
technology and infrastructure.
Value and service chainmay include:
billing
components of the enterprise infrastructure contributing directly to the supply of goods or services to the customer
credit
customer service
field staff
order fulfilment
sales support.
Stakeholdersmay include:
administration and support
billing
credit and collections
marketing
finance
human resources
strategy and planning
training.
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:
analyse interdependencies, and value and service chain
prepare plans to close gaps in value and service chain
integrate and report market intelligence within a customer contact environment
demonstrate knowledge of compliance policies and requirements applicable to the organisation.
Context of and specific resources for assessment
Assessment must ensure access to:
workplace information and data
stakeholder feedback or stakeholders
meeting documentation and minutes
market intelligence reports and analysis
value and service chain model analysis.
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 and analysis of working papers and documentation
review and analysis of organisational interdependencies
review of communication plan and stakeholder meeting minutes
oral and/or written questioning to assess knowledge of market intelligence reports
demonstration of analytical methodology.
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:
analyse interdependencies, and value and service chain
prepare plans to close gaps in value and service chain
integrate and report market intelligence within a customer contact environment
demonstrate knowledge of compliance policies and requirements applicable to the organisation.
Context of and specific resources for assessment
Assessment must ensure access to:
workplace information and data
stakeholder feedback or stakeholders
meeting documentation and minutes
market intelligence reports and analysis
value and service chain model analysis.
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 and analysis of working papers and documentation
review and analysis of organisational interdependencies
review of communication plan and stakeholder meeting minutes
oral and/or written questioning to assess knowledge of market intelligence reports
demonstration of analytical methodology.
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 |
|---|---|---|---|
| AUH77 | BSBCUE504 | Integrate customer engagement within the organisation | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| S739 | FNS60610 | Advanced Diploma of Banking Services Management | Qualification |
| D693 | BSB50311 | Diploma of Customer Contact | Qualification |