Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO504A Mapping and Delivery Guide
Integrate customer contact operations in the organisation
Version 1.0
Issue Date: March 2024
Qualification | - |
Unit of Competency | BSBCCO504A - Integrate customer contact operations in the organisation |
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Description | This unit describes the performance outcomes, skills and knowledge required to integrate the customer contact operations fully within the organisation and to ensure that they maintain a high profile and significance within the organisation.Competence in this unit requires communication and cooperation between customer contact operations and the rest of the business operations. Regular contact, consultation and feedback with the organisation, alignment of objectives, and communication of performance and issues are also required. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to the integration of customer contact operations into the service and value chains of an organisation.This work is undertaken by staff with managerial responsibility. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Identify and analyse interdependencies |
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Element: Analyse value and service chain and identify gaps |
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Element: Prepare plan to close value and service chain gaps |
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Element: Integrate market intelligence capture into operations |
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Element: Report market intelligence to other corporate departments |
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