Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO302A Mapping and Delivery Guide
Deploy customer service field staff
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | BSBCCO302A - Deploy customer service field staff |
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Description | This unit describes the performance outcomes, skills and knowledge required to deploy field staff to fulfil service commitments to customers.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies in any customer contact environment where the effective deployment of field staff is a required customer service function. It assumes the use of enterprise information systems in the deployment process.Competence in this unit requires effective compilation, despatch and control of work requests to field staff in accordance with organisational requirements and customer expectations.This work is undertaken with some supervision and guidance. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | |||
Competency Field | Stakeholder Relations - Contact Centre Operations |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Create a despatch job for automatic despatch |
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Element: Manually despatch and clear jobs |
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Element: Re deploy field staff |
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Element: Create and send communication to field staff |
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