Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with BSB Business Services Training Package Version 1.0. |
Application
This unit describes the skills and knowledge required to schedule customer engagement activity and manage customer engagement schedules using manual and electronic systems.
It applies to individuals who need to solve a defined range of unpredictable problems, analyse and evaluate information from a variety of sources, and who may provide leadership and guidance to others with some limited responsibility for the output of others.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
Stakeholder Relations – Customer Engagement
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Analyse engagement traffic data |
1.1 Access engagement traffic data 1.2 Identify engagement traffic patterns over short and long intervals 1.3 Identify anomalies and non-recurring events in engagement patterns |
2 Review forecasting and planning |
2.1 Incorporate identified range of contact centre or customer engagement phenomena into resource planning 2.2 Incorporate issues arising from impact of customer engagement 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 engagement traffic 3.5 Maximise operational efficiency and customer service levels in schedules while minimising wage costs 3.6 Use available skill base appropriate to schedule most effective use of human resources 3.7 Communicate schedules to staff within designated timelines |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill |
Performance Criteria |
Description |
Writing |
3.7 |
|
Oral Communication |
3.7 |
|
Numeracy |
1.2, 1.3, 2.1, 3.2, 3.3 3.5 |
|
Get the work done |
1.1, 1.3, 2.1, 2.2, 3.1, 3.2, 3.4-3.7 |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
BSBCUE403 Schedule customer engagement activity |
BSBCCO403A Schedule customer contact activity |
Updated to meet Standards for Training Packages Name changed to reflect industry practice |
Equivalent unit |
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10