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 establish, monitor and maintain a service level strategy in a customer engagement environment.
It applies to individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.
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 historical data |
1.1 Distinguish between contact-wait characteristics and service level data 1.2 Collect relevant and accurate service level data 1.3 Determine historical service levels for service level periods 1.4 Collect relevant and accurate contact-wait time, abandonment rate and customer survey data 1.5 Determine historical contact-wait and abandon-time characteristics |
2 Formulate a service level policy |
2.1 Describe the difference and impacts of providing the required service level against the industry standard 2.2 Consult with relevant stakeholders on contact-wait characteristics and service levels 2.3 Identify business needs related to service levels 2.4 Review organisation’s contact-wait characteristics in relation to the industry, the market and competition 2.5 Formulate a comprehensive set of appropriate contact-wait characteristics 2.6 Define and document an appropriate service level policy or target 2.7 Develop comprehensive contingency plans for loss of facilities or technology 2.8 Identify and document corresponding resource requirements 2.9 Communicate and justify service level policy to senior management and stakeholders |
3 Monitor and maintain service levels |
3.1 Identify measurement capabilities of existing technology 3.2 Select diagnostic measures to monitor service levels 3.3 Collect and analyse service level data 3.4 Identify under-performing service level periods 3.5 Analyse service level inputs and recommend corrections to maintain service levels 3.6 Conduct benchmarking to compare performance to competitors and industry best practice |
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 |
Reading |
1.1, 3.6 |
|
Writing |
2.2, 2.5, 2.6, 2.7, 2.8, 2.9, 3.4, 3.6 |
|
Oral Communication |
2.2, 2.9 |
|
Numeracy |
1.1, 1.3, 1.4, 1.5, 2.1, 2.4, 2.6, 3.2, 3.3 |
|
Interact with others |
2.2, 2.9 |
|
Get the work done |
1.1, 1.2, 1.4 |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
BSBCUE604 Develop and maintain a service level strategy |
BSBCCO604B Develop and maintain a service-level strategy |
Updated to meet Standards for Training Packages Code 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