Assessor Resource

BSBCCO603B
Design and launch new customer contact facilities

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to the design and establishment of new customer contact facilities, including both new centres and substantial enhancement of existing centres.

In the first instance this unit will typically apply to a new contact centre. However, it may also include a substantial upgrade in technology and physical resources to an existing contact centre or the introduction of a significant increase in capacity of an existing contact centre.

This work is undertaken by staff with managerial responsibility, but it may also be undertaken by specialist staff (e.g. operations manager, project manager), depending on the size and structure of the organisation.

This unit describes the performance outcomes, skills and knowledge required to design and establish new customer contact facilities.

Competence in this unit requires knowledge of the technology required, the human resources, the legislative and regulatory requirements – including occupational health and safety (OHS) requirements, organisational standards and guidelines, and global best practice in design and features of customer contact facilities.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

design, project manage, implement and launch a new or significantly reengineered customer contact facility

demonstrate knowledge of legislative, regulatory and organisational requirements that cover the task.

Context of and specific resources for assessment

Assessment must ensure access to:

information and databases for analysis activities

relevant legislation, regulations, standards and guidelines

stakeholder and staff satisfaction feedback.

It is unlikely that competence could be assessed in a simulated environment. A significant degree of delegation of tasks to specialists may be required.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate

review of all aspects of project plan, including achieved timeframes

analysis of stakeholder and staff satisfaction feedback

review of benchmarking activities

review of testing program, plan and results

review of OHS, regulatory and legislative compliance

review of budget–actuals to forecast or business case

review of communication materials used in consultation with various types of stakeholders

review of documentation of design specifications, including explanations of personal inputs.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCCO601B Optimise customer contact operations

BSBCCO602B Manage customer contact information

BSBCCO608B Manage customer contact operational costs.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

analytical skills to analyse relevant workplace information and data, and make recommendations accordingly

communication skills to:

conduct formal and informal meetings

communicate with clients and personnel at all levels

consultation and negotiation skills to develop, implement and monitor plans

literacy skills to prepare reports containing complex ideas and concepts

numeracy skills to:

carry out analysis of statistics and data

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

presentation skills to:

articulate information, expectations and ideas clearly

research and present on complex issues, such as regulatory and legislative requirements

project management skills to manage the complexities and scope of a large project

risk assessment and management skills to understand the impacts and risks associated with the project

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to manage data and information.

Required knowledge

benchmarking methodology

change management principles

legislative, regulatory and organisational requirements for customer contact facilities

principles of testing procedures and plans

principles underpinning contact centre design at both the technology level and the human level, such as:

emerging technologies

ergonomics of office design

hardware and telecommunications services

software systems

project management principles

research methods using a range of information sources

risk management principles

sources of information, guidance and support for the project

systems and physical resources used effectively in customer contact environments.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Design elementsmay include:

customer service strategies

external services, such as telecommunications

human resources

physical resources, including OHS considerations

software

technology, including systems and telephony.

Stakeholdersmay include:

finance department

human resources and OHS

information technology department

internal and external customers and vendors

property and facilities department

senior management.

Project management toolsmay include:

communication and knowledge management applications

costing applications

quality control applications

risk assessment and management applications

scheduling applications

tracking applications.

Testing procedures and plansmay include:

development of test scenarios

development of work instructions

endtoend testing of resources

predetermined parameters for determining success or failure of testing

regression testing (‘what if’ scenarios)

remedial plan for unsuccessful test results

schedule of testing in lead-up to opening

stakeholder sign-off

user acceptance testing.

Launch of the new customer contact facilitymay include:

adjusting systems to meet contingencies

demonstrating new facilities and systems to stakeholders, including management, clients and staff

initial use of new systems and facilities

transferring from existing systems to new systems.

Followup actionsmay include:

adjusting the overall design

adjusting the set-up of specific resources

reporting to stakeholders, regardless of the degree of success of the launch.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Analyse role and business needs of proposed customer contact facility 
Define general characteristics of customer contact facility 
Identify design elements to meet business needs 
Confirm analysis with stakeholders 
Review facility design principles to confirm appropriateness of design 
Delegate facility design elements to appropriately experienced specialist/s for detailed specification 
Benchmark facility design against worldclass standards to demonstrate appropriateness of specifications 
Confirm design specifications with stakeholders 
Identify budgetary limits for facility 
Identify suitable resources available from organisation’s preferred suppliers 
Identify suitable alternative resources and suppliers for each design aspect 
Conduct comparative analysis of each alternative 
Recommend resources for each design aspect 
Prepare viable project management plan for the integration of new facility resources 
Use project management tools throughout the integration process 
Prepare contingency plans to meet all reasonable costs 
Develop effective testing procedures and plans for all resources 
Maintain vigilance over budget, quality of supplied resources, and quality of work 
Communicate progress and concerns arising to senior management in a timely way 
Prepare viable project management plan for the launch of the new customer contact facility 
Use project management tools throughout launch process 
Communicate launch parameters to relevant stakeholders 
Establish prelaunch operational test procedures and launch plans 
Supervise launch to completion according to plans and contingencies 
Review launch and debrief stakeholders to plan followup actions 

Forms

Assessment Cover Sheet

BSBCCO603B - Design and launch new customer contact facilities
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

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Assessment Record Sheet

BSBCCO603B - Design and launch new customer contact facilities

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

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