Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCCO403A Mapping and Delivery Guide
Schedule customer contact activity

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBCCO403A - Schedule customer contact activity
Description This unit describes the performance outcomes, skills and knowledge required to schedule customer contact activity. It requires the skills and knowledge to manage customer contact schedules using manual and electronic systems.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to any customer contact environment.This work can be undertaken by specialist staff, administration organisers, operational team leaders or those with supervisory responsibility, depending on the size and structure of the contact centre.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
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
Elements of Competency Performance Criteria              
Element: Analyse contact traffic data
  • Access contact traffic data
  • Identify contact traffic patterns over short and long intervals
  • Identify anomalies and nonrecurring events in contact patterns
       
Element: 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
       
Element: Plan labour requirements
  • Determine basic inputs to queuing tools
  • Calculate resources required using queuing tools
  • Adjust results to account for quantitative and qualitative factors
  • Schedule levels of forecasted call and contact traffic
  • Maximise operational efficiency and customer service levels in schedules while minimising wage costs
  • Use the available skill base appropriate to schedule the most effective use of human resources
  • Communicate schedules to staff within designated timelines
       


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 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 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 and/or 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:

BSBCCO404A Gather, collate and record information

BSBCUS401B Coordinate implementation of customer service strategies.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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

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:

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.

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.

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
Access contact traffic data 
Identify contact traffic patterns over short and long intervals 
Identify anomalies and nonrecurring events in contact patterns 
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 
Determine basic inputs to queuing tools 
Calculate resources required using queuing tools 
Adjust results to account for quantitative and qualitative factors 
Schedule levels of forecasted call and contact traffic 
Maximise operational efficiency and customer service levels in schedules while minimising wage costs 
Use the available skill base appropriate to schedule the most effective use of human resources 
Communicate schedules to staff within designated timelines 

Forms

Assessment Cover Sheet

BSBCCO403A - Schedule customer contact activity
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

BSBCCO403A - Schedule customer contact activity

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: