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Elements and Performance Criteria

Analyse contact traffic data
Review forecasting and planning
- Incorporate the identified range of contact centre or customer contact phenomena into resource planning
- Incorporate the issues arising from the impact of customer contact phenomena when forecasting and planning
Plan labour requirements

Required Skills

Required skills

communication skills to

communicate with personnel at all levels

conduct effective formal and informal meetings

express ideas and concepts

supervisory skills to gain trust and confidence of colleagues and stakeholders

numeracy skills to

carry out basic arithmetical calculations

apply financial understanding to adhere to budgetary resources

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to organise data and information

Required knowledge

budgeting principles

contact traffic measurement systems

operating environment requirements and objectives

organisational communication methods

queuing and forecasting tools

techniques for scheduling call and contact traffic

Evidence Required

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 customer contact schedules

demonstrate knowledge and use of key features 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 in relation to customer contact scheduling

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 thirdparty workplace reports of onthejob performance by the candidate

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

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

oral andor written questioning to assess knowledge of the impact of customer contact phenomena on forecasting

review of stakeholder feedback on service

Guidance information for assessment

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

BSBCCOA Gather collate and record information

BSBCCO404A Gather, collate and record information

BSBCUSB Coordinate implementation of customer service strategies

BSBCUS401B Coordinate implementation of customer service strategies.

Range Statement

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 of numbers, types and times of contact be sorted and tabulated for individual agents and groups of agents data on other types of contact, including: 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 escalating contacts 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 that provide the capacity to sort and queue different types of calls according to preset business rules.
Quantitative and qualitative factorsmay include:	contact cost considerations marketing activity seasonal variations variations in staff availability variations in staff experience and skills and knowledge.
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.