Unit of competency details

BSBCUE606 - Forecast and plan using customer engagement traffic information analysis (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBCCO606B - Forecast and plan using customer contact traffic information analysisUpdated to meet Standards for Training Packages Name changed to reflect industry practice 24/Mar/2015


Training packages that include this unit

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080509 Public Relations  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080509 Public Relations  30/Jul/2015 
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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 analyse call or engagement traffic information to forecast and plan resourcing for customer engagement operations.

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 contact traffic data

1.1 Confirm the accuracy and appropriateness of contact traffic data

1.2 Identify call or engagement traffic patterns over short and long intervals

1.3 Identify anomalies and non-recurring events in engagement patterns

2 Interpret the impact of customer contact phenomena on forecasting and planning

2.1 Define and identify the range of engagement centre or customer engagement phenomena affecting resource planning

2.2 Analyse and explain impact of phenomena

2.3 Identify issues arising from the impact of customer engagement phenomena when forecasting and planning

3 Develop contact traffic forecasts

3.1 Provide a baseline for forecast by collecting historical data

3.2 Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast

3.3 Break down annual forecast into smaller periods and adjust for seasonality

3.4 Ensure that forecast accuracy is within organisational requirements

4 Plan labour requirements

4.1 Determine basic inputs to queuing tools

4.2 Calculate resources required using queuing tools

4.3 Adjust results to account for quantitative and qualitative factors

4.4 Perform planning process and scheduling for all levels of forecasted call and engagement traffic

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, 1.2, 2.1, 2.3

  • Recognises and evaluates complex texts to determine key information

Writing

2.1, 2.2, 2.3

  • Prepares information in required format which incorporates specialised and cohesive language

Oral Communication

3.2

  • Participates in discussions using appropriate structure and language for audience
  • Uses questioning and active listening to clarify or confirm understanding

Numeracy

1.2, 1.3, 3.1, 3.3, 4.2, 4.3

  • Uses mathematical formula to calculate whole numbers and decimals to determine and predict scheduling requirements
  • Analyses data using mathematical methodologies to predict different scenarios

Navigate the world of work

3.4

  • Recognises and follows organisational requirements regarding forecasting accuracy

Interact with others

3.2

  • Collaborates with others to achieve joint outcomes, playing an active role in facilitating effective group interaction, influencing direction and taking a leadership role on occasion when developing forecasts

Get the work done

1.1-1.3, 2.1-2.3, 4.1, 4.4

  • Uses a combination of formal, logical planning processes and an increasingly intuitive understanding of context to sequence, schedule and monitor implementation of complex activities according to organisational requirements
  • Uses analytical processes to determine strategies by identifying options and establishing criteria for deciding between options
  • Uses digital tools to access and organise complex data and analyse multiple sources of information for forecasting and planning purposes

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE606 Forecast and plan using customer engagement traffic information analysis

BSBCCO606B Forecast and plan using customer contact traffic information analysis

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.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

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

Performance Evidence

Evidence of the ability to:

  • analyse contract traffic data and identify anomalies and non-recurring events in contact patterns
  • prepare engagement forecasts
  • calculate human resources required to support these forecasts
  • plan and schedule for all levels of forecasted call and engagement traffic.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • demonstrate knowledge of engagement measurement systems
  • explain business planning and budgeting principles
  • identify engagement traffic measurement systems
  • list external factors and engagement centre operational factors potentially impacting on planning and forecasting
  • explain operating-environment requirements and objectives
  • outline organisational communication methods
  • outline principles of statistical analysis and reporting
  • describe queuing and forecasting tools and scheduling techniques.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the Stakeholder relations ‒ customer engagement field of work and include access to:

  • information and databases for analysis activities
  • standards and guidelines
  • case studies and, where possible, real situations.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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