Assessment Requirements for BSBCUE604 Develop and maintain a service level strategy

Release: 1

Assessment Requirements for BSBCUE604 Develop and maintain a service level strategy

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:

develop, monitor and maintain a service level strategy and supporting policies and procedures

analyse historical data to determine existing contact-wait and abandon-time characteristics

formulate a comprehensive set of call-wait characteristics and targets based on the business needs and industry benchmarks

consult with stakeholders to confirm requirements and verify the proposed service level strategy

monitor and maintain service levels by collecting, analysing and acting on service level data

develop a comprehensive contingency plan for loss of facilities or technology.

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:

explain benchmarking principles

describe business and financial planning (budget) principles

identify business requirements for service level performance, which may include regulatory requirements

describe the technology functionality and reporting capability of a management information system to provide service-level contact data

describe industry standards, best practice and regulatory requirements for service levels

describe the difference and impacts of providing the required service-level against the industry standard

explain the structure and organisation of workforce, including part-time, casual, contract and shift workers

explain the organisational structure and who the key stakeholders are

describe the processes for determining customer expectations and satisfaction with level of service.

Assessment Conditions

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

information and databases for analysis activities

industry and competitor benchmarking data

historical contact-wait and abandon-time data

relevant legislation, regulations, standards and guidelines

stakeholder feedback

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