Modification History
|
Release |
Comments |
|
Release 1 |
This version first released with BSB07 Business Training Package version 6.0 Revised unit. Required skills updated to focus on learning and development practices and compliance with policy and procedures. Replaces BSBCCO603A Design and launch new customer contact facilities |
Unit Descriptor
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.
Application of the Unit
This unit applies to the design and establishment of new customer contact facilities, including both new centres and substantial enhancement of existing centres.
In the first instance this unit will typically apply to a new contact centre. However, it may also include a substantial upgrade in technology and physical resources to an existing contact centre or the introduction of a significant increase in capacity of an existing contact centre.
This work is undertaken by staff with managerial responsibility, but it may also be undertaken by specialist staff (e.g. operations manager, project manager), depending on the size and structure of the organisation.
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. 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 world-class 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 pre-launch 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 follow-up actions |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- analytical skills to analyse relevant workplace information and data, and make recommendations accordingly
- communication skills to:
- conduct formal and informal meetings
- communicate with clients and personnel at all levels
- consultation and negotiation skills to develop, implement and monitor plans
- literacy skills to prepare reports containing complex ideas and concepts
- numeracy skills to:
- carry out analysis of statistics and data
- manage budgetary resources
- planning and organising skills to manage own tasks within required timeframes
- presentation skills to:
- articulate information, expectations and ideas clearly
- research and present on complex issues, such as regulatory and legislative requirements
- project management skills to manage the complexities and scope of a large project
- risk assessment and management skills to understand the impacts and risks associated with the project
- self-management skills to:
- comply with policies and procedures
- seek learning and development opportunities
- technology skills to manage data and information.
Required knowledge
- benchmarking methodology
- change management principles
- legislative, regulatory and organisational requirements for customer contact facilities
- principles of testing procedures and plans
- principles underpinning contact centre design at both the technology level and the human level, such as:
- emerging technologies
- ergonomics of office design
- hardware and telecommunications services
- software systems
- project management principles
- research methods using a range of information sources
- risk management principles
- sources of information, guidance and support for the project
- systems and physical resources used effectively in customer contact environments.
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:
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:
|
|
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.
|
Design elements may include: |
|
|
Stakeholders may include: |
|
|
Project management tools may include: |
|
|
Testing procedures and plans may include: |
|
|
Launch of the new customer contact facility may include: |
|
|
Follow-up actions may include: |
|
Unit Sector(s)
Stakeholder relations – contact centre operations
Custom Content Section
Not applicable.
