Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO601A Mapping and Delivery Guide
Optimise customer contact operations
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | BSBCCO601A - Optimise customer contact operations |
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Description | This unit describes the performance outcomes, skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.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 a customer contact environment where a variety of statistical control tools are used in monitoring and optimising customer contact operations.Competence in this unit requires comprehensive knowledge of customer contact operations, and the statistical tools and methodology required to optimise operations.This work is undertaken by specialists, team leaders or managers, depending on the size and structure of the centre. | ||
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: Analyse customer contact processes using statistical tools |
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Element: Rectify productivity impediments |
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Element: Conduct a process review |
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Element: Benchmark customer contact operations |
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