Assessor Resource
BSBCCO603B
Design and launch new customer contact facilities
Assessment tool
Version 1.0
Issue Date: May 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.
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