Unit of competency Outline

Date retreived
23/07/2026 6:18 AM AWST

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Manage customer engagement centre staffing

Manage customer engagement centre staffing

Unit of competency
National Code
BSBCUE607
State Code
AUI72
TGA Status
Replaced
DTWD Status
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 maintain stable and productive staffing levels in a business unit within a customer engagement centre, including the recruitment, induction, retention and training and regulatory and legislative compliance of staff. 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 Develop and apply recruiting and staff retention strategies
  • 1.1 Develop and maintain job descriptions for customer engagement roles
  • 1.2 Develop and maintain position profiles for customer engagement 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 engagement 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
No information
No information
Replaces
State Code National Code Title Type
S8066 BSBCCO607B Manage customer contact centre staffing Unit of competency
Replaced By
State Code National Code Title Type
OCF07 BSBOPS501 Manage business resources 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