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 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

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

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

Release 

Comments 

Release 1

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