Modification History
Release |
Comments |
Release 1 |
This version first released with BSB07 Business Training Package version 6.0 |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to schedule customer contact activity. It requires the skills and knowledge to manage customer contact schedules using manual and electronic systems.
Application of the Unit
This unit applies to any customer contact environment.
This work can be undertaken by specialist staff, administration organisers, operational team leaders or those with supervisory responsibility, depending on the size and structure of the contact centre.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Element |
Performance Criteria |
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
1. Analyse contact traffic data |
1.1 Access contact traffic data 1.2 Identify contact traffic patterns over short and long intervals 1.3 Identify anomalies and non-recurring events in contact patterns |
2. Review forecasting and planning |
2.1 Incorporate the identified range of contact centre or customer contact phenomena into resource planning 2.2 Incorporate the issues arising from the impact of customer contact phenomena when forecasting and planning |
3. Plan labour requirements |
3.1 Determine basic inputs to queuing tools 3.2 Calculate resources required using queuing tools 3.3 Adjust results to account for quantitative and qualitative factors 3.4 Schedule levels of forecasted call and contact traffic 3.5 Maximise operational efficiency and customer service levels in schedules while minimising wage costs 3.6 Use the available skill base appropriate to schedule the most effective use of human resources 3.7 Communicate schedules to staff within designated timelines |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- communication skills to:
- communicate with personnel at all levels
- conduct effective formal and informal meetings
- express ideas and concepts
- supervisory skills to gain trust and confidence of colleagues and stakeholders
- numeracy skills to:
- carry out basic arithmetical calculations
- apply financial understanding to adhere to budgetary resources
- planning and organising skills to manage own tasks within required timeframes
- self-management skills to:
- comply with policies and procedures
- seek learning and development opportunities
- technology skills to organise data and information.
Required knowledge
- budgeting principles
- contact traffic measurement systems
- operating environment requirements and objectives
- organisational communication methods
- queuing and forecasting tools
- techniques for scheduling call and contact traffic.
Evidence Guide
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:
|
Context of and specific resources for assessment |
Assessment must ensure access to:
|
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:
|
Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
|
Range Statement
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.
Contact traffic data may include: |
|
Intervals may include: |
|
Contact centre or customer contact phenomena may include: |
|
Queuing tools may include: |
|
Quantitative and qualitative factors may include: |
|
Scheduling may include: |
|
Unit Sector(s)
Stakeholder relations – contact centre operations
Custom Content Section
Not applicable.