Unit of competency Outline
Date retreived
22/07/2026 9:40 AM AWST
22/07/2026 9:40 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.
Design and launch new customer contact facilities
Design and launch new customer contact facilities
Unit of competency
National Code
BSBCCO603B
BSBCCO603B
State Code
S8062
S8062
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/12/2011
Field of Education
080301 - Business Management
Original Release Date
20/12/2011
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to design and establish new customer contact facilities.Competence in this unit requires knowledge of the technology required, the human resources, the legislative and regulatory requirements - including occupational health and safety (OHS) requirements, organisational standards and guidelines, and global best practice in design and features of customer contact facilities.
Notes
Elements and Performance Criteria
1. Identify design elements
- 1.1 Analyse role and business needs of proposed customer contact facility
- 1.2 Define general characteristics of customer contact facility
- 1.3 Identify design elements to meet business needs
- 1.4 Confirm analysis with stakeholders
2. Develop detailed specifications
- 2.1 Review facility design principles to confirm appropriateness of design
- 2.2 Delegate facility design elements to appropriately experienced specialist/s for detailed specification
- 2.3 Benchmark facility design against worldclass standards to demonstrate appropriateness of specifications
- 2.4 Confirm design specifications with stakeholders
3. Evaluate resources
- 3.1 Identify budgetary limits for facility
- 3.2 Identify suitable resources available from organisation’s preferred suppliers
- 3.3 Identify suitable alternative resources and suppliers for each design aspect
- 3.4 Conduct comparative analysis of each alternative
- 3.5 Recommend resources for each design aspect
4. Integrate design components
- 4.1 Prepare viable project management plan for the integration of new facility resources
- 4.2 Use project management tools throughout the integration process
- 4.3 Prepare contingency plans to meet all reasonable costs
- 4.4 Develop effective testing procedures and plans for all resources
- 4.5 Maintain vigilance over budget, quality of supplied resources, and quality of work
- 4.6 Communicate progress and concerns arising to senior management in a timely way
5. Launch customer contact facility
- 5.1 Prepare viable project management plan for the launch of the new customer contact facility
- 5.2 Use project management tools throughout launch process
- 5.3 Communicate launch parameters to relevant stakeholders
- 5.4 Establish prelaunch operational test procedures and launch plans
- 5.5 Supervise launch to completion according to plans and contingencies
- 5.6 Review launch and debrief stakeholders to plan followup actions
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.
Design elementsmay include:
customer service strategies
external services, such as telecommunications
human resources
physical resources, including OHS considerations
software
technology, including systems and telephony.
Stakeholdersmay include:
finance department
human resources and OHS
information technology department
internal and external customers and vendors
property and facilities department
senior management.
Project management toolsmay include:
communication and knowledge management applications
costing applications
quality control applications
risk assessment and management applications
scheduling applications
tracking applications.
Testing procedures and plansmay include:
development of test scenarios
development of work instructions
endtoend testing of resources
predetermined parameters for determining success or failure of testing
regression testing (‘what if’ scenarios)
remedial plan for unsuccessful test results
schedule of testing in lead-up to opening
stakeholder sign-off
user acceptance testing.
Launch of the new customer contact facilitymay include:
adjusting systems to meet contingencies
demonstrating new facilities and systems to stakeholders, including management, clients and staff
initial use of new systems and facilities
transferring from existing systems to new systems.
Followup actionsmay include:
adjusting the overall design
adjusting the set-up of specific resources
reporting to stakeholders, regardless of the degree of success of the launch.
Design elementsmay include:
customer service strategies
external services, such as telecommunications
human resources
physical resources, including OHS considerations
software
technology, including systems and telephony.
Stakeholdersmay include:
finance department
human resources and OHS
information technology department
internal and external customers and vendors
property and facilities department
senior management.
Project management toolsmay include:
communication and knowledge management applications
costing applications
quality control applications
risk assessment and management applications
scheduling applications
tracking applications.
Testing procedures and plansmay include:
development of test scenarios
development of work instructions
endtoend testing of resources
predetermined parameters for determining success or failure of testing
regression testing (‘what if’ scenarios)
remedial plan for unsuccessful test results
schedule of testing in lead-up to opening
stakeholder sign-off
user acceptance testing.
Launch of the new customer contact facilitymay include:
adjusting systems to meet contingencies
demonstrating new facilities and systems to stakeholders, including management, clients and staff
initial use of new systems and facilities
transferring from existing systems to new systems.
Followup actionsmay include:
adjusting the overall design
adjusting the set-up of specific resources
reporting to stakeholders, regardless of the degree of success of the launch.
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:
design, project manage, implement and launch a new or significantly reengineered customer contact facility
demonstrate knowledge of legislative, regulatory and organisational requirements that cover the task.
Context of and specific resources for assessment
Assessment must ensure access to:
information and databases for analysis activities
relevant legislation, regulations, standards and guidelines
stakeholder and staff satisfaction feedback.
It is unlikely that competence could be assessed in a simulated environment. A significant degree of delegation of tasks to specialists may be required.
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 all aspects of project plan, including achieved timeframes
analysis of stakeholder and staff satisfaction feedback
review of benchmarking activities
review of testing program, plan and results
review of OHS, regulatory and legislative compliance
review of budget-actuals to forecast or business case
review of communication materials used in consultation with various types of stakeholders
review of documentation of design specifications, including explanations of personal inputs.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO601B Optimise customer contact operations
BSBCCO602B Manage customer contact information
BSBCCO608B Manage customer contact operational costs.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
design, project manage, implement and launch a new or significantly reengineered customer contact facility
demonstrate knowledge of legislative, regulatory and organisational requirements that cover the task.
Context of and specific resources for assessment
Assessment must ensure access to:
information and databases for analysis activities
relevant legislation, regulations, standards and guidelines
stakeholder and staff satisfaction feedback.
It is unlikely that competence could be assessed in a simulated environment. A significant degree of delegation of tasks to specialists may be required.
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 all aspects of project plan, including achieved timeframes
analysis of stakeholder and staff satisfaction feedback
review of benchmarking activities
review of testing program, plan and results
review of OHS, regulatory and legislative compliance
review of budget-actuals to forecast or business case
review of communication materials used in consultation with various types of stakeholders
review of documentation of design specifications, including explanations of personal inputs.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO601B Optimise customer contact operations
BSBCCO602B Manage customer contact information
BSBCCO608B Manage customer contact operational costs.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUI95 | BSBCUE603 | Design and launch new customer engagement facilities | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D693 | BSB50311 | Diploma of Customer Contact | Qualification |
| D184 | BSB60407 | Advanced Diploma of Management | Qualification |