Unit of competency Outline
Date retreived
23/07/2026 3:10 PM AWST
23/07/2026 3:10 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.
Develop and maintain a service level strategy
Develop and maintain a service level strategy
Unit of competency
National Code
BSBCCO604A
BSBCCO604A
State Code
D0622
D0622
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
07/10/2014
Field of Education
080301 - Business Management
Original Release Date
07/10/2014
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to establish, monitor and maintain a service level strategy in a customer contact environment.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Analyse historical data
- 1.1. Distinguish between call/contact wait characteristics and service level data
- 1.2. Collect relevant and accurate service level data
- 1.3. Determine historical service levels for all service level periods
- 1.4. Collect relevant and accurate caller wait time, abandonment rate and customer survey data
- 1.5. Determine historical caller wait and abandon time characteristics
2. Formulate a service level policy
- 2.1. Identify the difference and impacts of providing the required service level against the industry standard
- 2.2. Effectively consult with relevant stakeholders on call wait characteristics and service levels
- 2.3. Identify business needs related to service levels
- 2.4. Review organisation's call wait characteristics in relation to the industry, the market and competition
- 2.5. Formulate a comprehensive set of appropriate call wait characteristics
- 2.6. Define and document an appropriate service level policy or target
- 2.7. Identify and document corresponding resources requirements
- 2.8. Communicate and justify service level policy to senior management and all stakeholders
3. Monitor and maintain service levels
- 3.1. Identify measurement capabilities of existing technology
- 3.2. Select diagnostic measures to accurately monitor service levels
- 3.3. Collect and accurately analyse service level data
- 3.4. Identify under-performing service level periods
- 3.5. Accurately analyse service level inputs
- 3.6. Recommend corrections to service level inputs to maintain service levels
- 3.7. Conduct benchmarking to compare performance to competitors and industry best practice
- 3.8. Develop comprehensive contingency plans for loss of facilities or technology
abandonment rates
breakdown of waiting times
related indicators of caller responses to any waiting periods
abandonment rates
average speed of answer
percentage of calls answered within a defined waiting period
best practice service level
regulated service level requirement
service level set by individual organisations
finance
human resources
market research
occupational health and safety
sales and marketing
senior customer service and executive staff
half hourly
hourly
daily
weekly
monthly
yearly
best practice across all industry sectors
comparison with other organisations including:
other internal departments
industry sector
other industry sectors
targeted competitor
breakdown of waiting times
related indicators of caller responses to any waiting periods
abandonment rates
average speed of answer
percentage of calls answered within a defined waiting period
best practice service level
regulated service level requirement
service level set by individual organisations
finance
human resources
market research
occupational health and safety
sales and marketing
senior customer service and executive staff
half hourly
hourly
daily
weekly
monthly
yearly
best practice across all industry sectors
comparison with other organisations including:
other internal departments
industry sector
other industry sectors
targeted competitor
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
development of a service level strategy that consistently meets the requirements of a customer contact organisation, including documentation of processes and policy, and maintenance of reporting and records
knowledge of industry standards, best practice and regulatory requirements for service levels.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to information and databases for analysis activities
access to relevant legislation, regulations, standards and guidelines
access to stakeholder feedback.
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 on-the-job performance by the candidate
review of stakeholder feedback
review of service level performance
review of process and service level policy documentation
review of documentation of poor service level performance
review of reporting and historical data, along with analysis
practical demonstration of effective use of customer contact technology
review of financial performance and resourcing budget.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO601A Optimise customer contact operations
BSBITA601A Configure and optimise customer contact technology
BSBMGT618A Develop a contact centre business plan.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
development of a service level strategy that consistently meets the requirements of a customer contact organisation, including documentation of processes and policy, and maintenance of reporting and records
knowledge of industry standards, best practice and regulatory requirements for service levels.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to information and databases for analysis activities
access to relevant legislation, regulations, standards and guidelines
access to stakeholder feedback.
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 on-the-job performance by the candidate
review of stakeholder feedback
review of service level performance
review of process and service level policy documentation
review of documentation of poor service level performance
review of reporting and historical data, along with analysis
practical demonstration of effective use of customer contact technology
review of financial performance and resourcing budget.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO601A Optimise customer contact operations
BSBITA601A Configure and optimise customer contact technology
BSBMGT618A Develop a contact centre business plan.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8063 | BSBCCO604B | Develop and maintain a service level strategy | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D771 | CPP50811 | Diploma of Waste Management | Qualification |