Unit of competency Outline

Date retreived
23/07/2026 12:40 AM AWST

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Configure and optimise customer contact technology

Configure and optimise customer contact technology

Unit of competency
National Code
BSBITA601
State Code
AUK17
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
029999 - Information Technology, N.e.c.
Original Release Date
15/09/2015
Nominal Hours
80
Description
This unit describes the skills and knowledge required to establish optimal functionality and efficiency from technologies by configuring them to best suit operational needs.It applies to individuals working at a managerial or specialist level and within a customer contact environment where complex 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 current capability of customer contact technology
  • 1.1 Clearly specify the role of customer contact technology in customer contact operations
  • 1.2 Recognise the scope of the functions supplied by the technology
  • 1.3 Accurately align the capabilities of the technology to current and potential operational needs
2. Benchmark competing new technology applications
  • 2.1 Identify specific operational needs that can be met by technology
  • 2.2 Identify the range of functions and capabilities supplied by benchmarking competing technologies
  • 2.3 Select critical features of competing technologies for analysis
  • 2.4 Conduct an analysis of technologies using cost effective processes
  • 2.5 Select or report on appropriate new technology by considering the analysis of critical features
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
  • 3.5 Develop comprehensive testing program to ensure delivery and reliability of new configuration
  • 3.6 Evaluate configuration against business model dimensions
4. Develop a strategy to optimise current 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 a strategy for exploiting additional capacity
  • 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
No information
No information
Replaces
State Code National Code Title Type
D0775 BSBITA601A Configure and optimise customer contact technology Unit of competency
Replaced By
State Code National Code Title Type
OAE92 BSBITA611 Configure and optimise customer contact technology Unit of competency
State Code National Code Title Type
AVV8 BSB50315 Diploma of Customer Engagement Qualification