Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

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

Skill 

Performance 

Criteria 

Description 

Writing

3.7

• Records scheduling information clearly and accurately

Oral Communication

3.7

• Participates in exchanges with relevant others using clear and concise language to convey and confirm information

Numeracy

1.2, 1.3, 2.1, 3.2, 3.3 3.5

• Interprets relatively complex operational data to perform calculations and forecast call and contact traffic levels
• Calculates scheduling requirements and related labour costs, making adjustments for circumstances that affect efficiency and cost minimisation goals

Get the work done

1.1, 1.3, 2.1, 2.2, 3.1, 3.2, 3.4-3.7

• Uses logical steps to perform resource planning; identifying, extracting and evaluating relevant information
• Uses analytical processes and problem-solving techniques to predict customer contact scheduling requirements with consideration of expected and unexpected circumstances in business operations
• Considers staff skill-base when making decisions about scheduling to maximise efficiency and effectiveness, and manages related communication
• Uses a range of digitally based information systems and applications to access and filter data, and extract, organise and integrate information to plan staff scheduling and maintain call centre efficiencies

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

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.