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 |
|
Writing |
2.1, 2.2, 2.3 |
|
Oral Communication |
3.2 |
|
Numeracy |
1.2, 1.3, 3.1, 3.3, 4.2, 4.3 |
|
Navigate the world of work |
3.4 |
|
Interact with others |
3.2 |
|
Get the work done |
1.1-1.3, 2.1-2.3, 4.1, 4.4 |
|
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.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10