Assessor Resource

BSBCCO606B
Forecast and plan using customer contact traffic information analysis

Assessment tool

Version 1.0
Issue Date: May 2024


This unit can be undertaken by specialist staff, operational management staff, or those with managerial responsibility, depending on the size and structure of the centre.

This unit describes the performance outcomes, skills and knowledge required to analyse call or contact traffic information to forecast and plan resourcing for customer contact operations.

Competence in this unit requires the use of queuing theory to forecast call or contact volumes, and assessing and planning appropriate resourcing levels to meet the requirements of the organisation.

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:

prepare contact forecasts and calculate resources required to support these forecasts

demonstrate knowledge of contact traffic measurement systems.

Context of and specific resources for assessment

Assessment must ensure access to:

information and databases for analysis activities

standards and guidelines.

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 forecasts against actuals

review of reports and explanation of historical call traffic data

review of reports and explanation of resource calculations

review of call and contact traffic forecasts for a range of timeframes, including consideration of contingencies and external factors

oral and/or written questioning to assess knowledge of the impact of customer contact phenomena on forecasting

review of stakeholder feedback.

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

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 workplace information and data

consider all options and support the development of the strategy

use observations of workplace tasks and interactions between people and their activities, equipment, environment and systems

pay attention to detail when making observations and recording outcomes

communication skills to:

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop, implement and monitor strategies

leadership skills to gain the trust and confidence of colleagues and stakeholders

literacy skills to prepare and present reports on complex concepts and ideas

numeracy skills to:

carry out arithmetical calculations

analyse trends and patterns

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas effectively

problemsolving skills to create innovative solutions to problems that arise

project management skills to:

develop and implement the strategy successfully

achieve ongoing continuous improvement

risk assessment and mitigation skills to fully understand and, if necessary, mitigate potential impacts of activities

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

business planning and budgeting principles

contact traffic measurement systems

external factors and contact centre operational factors potentially impacting on planning and forecasting

operating environment requirements and objectives

organisational communication methods

principles of statistical analysis and reporting

queuing and forecasting tools

scheduling techniques.

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.

Contact traffic datamay include:

data extracted from customer contact systems that:

can detail statistics, such as numbers, types and times of calls

may be sorted and tabulated for individual agents and groups of agents

data on other types of contact:

email

facetoface

letters

SMS (text messages)

website.

Intervalsmay include periods for reporting, which may be:

annual

daily

half hourly

hourly

seasonal

weekly.

Contact centre or customer contact phenomenamay include:

administration duties

billing and credit issues

climate, environmental and health factors

equipment failures

excessive call lengths

excessive leave commitments

external influences or factors

marketing and competitor activity

media attention

training periods and team meetings.

Queuing toolsmay include:

Erlang B and C tools

facilities within automated call distribution (ACD) systems which provide the capacity to sort and queue different types of calls according to preset business rules.

Quantitative and qualitative factorsmay include:

call cost considerations

marketing activity

seasonal variations

variations in staff availability.

Schedulingmay include:

business demands, goals and key performance indicators (KPIs)

forecasting enquiries by using a forecasting model that uses weighted averages from previous scheduling periods, including:

calls

email

escalations

mail

employee preferences

heuristic, where call sequence is ordered by customer balance

legislation and regulations

operational constraints

scheduling methods, such as:

batch optimised: hourly scheduling (16-hourly lists)

dynamic optimised: hourly scheduling (re-optimised at the beginning of every hour)

work function projections, incorporating quality and quantity.

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
Confirm the accuracy and appropriateness of contact traffic data 
Identify call or contact traffic patterns over short and long intervals 
Identify anomalies and nonrecurring events in contact patterns 
Define and identify the range of contact centre or customer contact phenomena affecting resource planning 
Analyse and explain impact of phenomena 
Identify issues arising from the impact of customer contact phenomena when forecasting and planning 
Provide a baseline for forecast by collecting historical data 
Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast 
Break down annual forecast into smaller periods and adjust for seasonality 
Ensure that forecast accuracy is within organisational requirements 
Determine basic inputs to queuing tools 
Calculate resources required using queuing tools 
Adjust results to account for quantitative and qualitative factors 
Perform planning process and scheduling for all levels of forecasted call and contact traffic 

Forms

Assessment Cover Sheet

BSBCCO606B - Forecast and plan using customer contact traffic information analysis
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:

Signature:

Date:

Assessment Record Sheet

BSBCCO606B - Forecast and plan using customer contact traffic information analysis

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:

Date: