Assessment Requirements for BSBCUE606 Forecast and plan using customer engagement traffic information analysis

Release: 1

Assessment Requirements for BSBCUE606 Forecast and plan using customer engagement traffic information analysis

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