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Elements and Performance Criteria

Required Skills

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

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

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

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 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 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 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 andor 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

BSBCCOB Optimise customer contact operations

BSBCCO601B Optimise customer contact operations

BSBCCOB Manage customer contact operational costs

BSBCCO608B Manage customer contact operational costs.

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, 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.