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

BSBCCO604A Mapping and Delivery Guide
Develop and maintain a service level strategy

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBCCO604A - Develop and maintain a service level strategy
Description This unit describes the performance outcomes, skills and knowledge required to establish, monitor and maintain a service level strategy in a customer contact environment.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 the achievement of a predetermined service level is a key measurement of performance. Achievement of this service level may be a regulatory or organisational requirement and is normally organisation specific.Competence in this unit requires developing and implementing a successful service level strategy to achieve the service levels required by an organisation, and the associated processes required to establish that service level.This role is undertaken by staff with managerial responsibility, although specialist staff may undertake it under supervision - 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.
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
Elements of Competency Performance Criteria              
Element: Analyse historical data
  • Distinguish between call/contact wait characteristics and service level data
  • Collect relevant and accurate service level data
  • Determine historical service levels for all service level periods
  • Collect relevant and accurate caller wait time, abandonment rate and customer survey data
  • Determine historical caller wait and abandon time characteristics
       
Element: Formulate a service level policy
  • Identify the difference and impacts of providing the required service level against the industry standard
  • Effectively consult with relevant stakeholders on call wait characteristics and service levels
  • Identify business needs related to service levels
  • Review organisation's call wait characteristics in relation to the industry, the market and competition
  • Formulate a comprehensive set of appropriate call wait characteristics
  • Define and document an appropriate service level policy or target
  • Identify and document corresponding resources requirements
  • Communicate and justify service level policy to senior management and all stakeholders
       
Element: Monitor and maintain service levels
  • Identify measurement capabilities of existing technology
  • Select diagnostic measures to accurately monitor service levels
  • Collect and accurately analyse service level data
  • Identify under-performing service level periods
  • Accurately analyse service level inputs
  • Recommend corrections to service level inputs to maintain service levels
  • Conduct benchmarking to compare performance to competitors and industry best practice
  • Develop comprehensive contingency plans for loss of facilities or technology
       


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 following is essential:

development of a service level strategy that consistently meets the requirements of a customer contact organisation, including documentation of processes and policy, and maintenance of reporting and records

knowledge of industry standards, best practice and regulatory requirements for service levels.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to information and databases for analysis activities

access to relevant legislation, regulations, standards and guidelines

access to stakeholder feedback.

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 on-the-job performance by the candidate

review of stakeholder feedback

review of service level performance

review of process and service level policy documentation

review of documentation of poor service level performance

review of reporting and historical data, along with analysis

practical demonstration of effective use of customer contact technology

review of financial performance and resourcing budget.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCCO601A Optimise customer contact operations

BSBITA601A Configure and optimise customer contact technology

BSBMGT618A Develop a contact centre business plan.

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

analytical skills to analyse workplace information and data, and to make observations of workplace tasks and interactions between people, their activities, equipment, environment and systems

attention to detail when making observations and recording outcomes

communication skills to conduct effective formal and informal meetings, and to communicate effectively with personnel at all levels

consultation and negotiation skills in relation to developing, implementing and monitoring strategies

financial skills to consider and manage service level to budgetary resources

information technology skills to organise, manage and analyse data

interpersonal skills to establish rapport; to build relationships with clients, team members and stakeholders; to establish relevant networks

numeracy skills to test assumptions taking the context of data and circumstances into account

organisational skills to manage own tasks within timeframes

presentation skills to prepare and present reports on complex concepts and ideas, and to articulate information and ideas effectively

problem-solving skills to create innovative solutions to problems that arise

research and data collection skills to monitor an organisation's compliance with service level targets

risk assessment and management skills to cover problems or challenges that may arise.

Required knowledge

benchmarking principles

business and financial planning (budget) principles

business requirements for service level performance (this may include any regulatory requirements)

call data available and technology functionality and reporting capability

customer expectations and satisfaction with level of service

industry standards, best practice and regulatory requirements for service levels

organisational structure and key stakeholders

structure and organisation of workforce (e.g. part time, casual , contract, shift workers).

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.

Call/contact wait characteristics may include:

abandonment rates

breakdown of waiting times

related indicators of caller responses to any waiting periods

Service level may include:

abandonment rates

average speed of answer

percentage of calls answered within a defined waiting period

Industry standard may include:

best practice service level

regulated service level requirement

service level set by individual organisations

Stakeholders may include:

finance

human resources

market research

occupational health and safety

sales and marketing

senior customer service and executive staff

Service level periods may include calculating service levels at varying periods of time such as:

half hourly

hourly

daily

weekly

monthly

yearly

Benchmarking may include:

best practice across all industry sectors

comparison with other organisations including:

other internal departments

industry sector

other industry sectors

targeted competitor

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
Distinguish between call/contact wait characteristics and service level data 
Collect relevant and accurate service level data 
Determine historical service levels for all service level periods 
Collect relevant and accurate caller wait time, abandonment rate and customer survey data 
Determine historical caller wait and abandon time characteristics 
Identify the difference and impacts of providing the required service level against the industry standard 
Effectively consult with relevant stakeholders on call wait characteristics and service levels 
Identify business needs related to service levels 
Review organisation's call wait characteristics in relation to the industry, the market and competition 
Formulate a comprehensive set of appropriate call wait characteristics 
Define and document an appropriate service level policy or target 
Identify and document corresponding resources requirements 
Communicate and justify service level policy to senior management and all stakeholders 
Identify measurement capabilities of existing technology 
Select diagnostic measures to accurately monitor service levels 
Collect and accurately analyse service level data 
Identify under-performing service level periods 
Accurately analyse service level inputs 
Recommend corrections to service level inputs to maintain service levels 
Conduct benchmarking to compare performance to competitors and industry best practice 
Develop comprehensive contingency plans for loss of facilities or technology 

Forms

Assessment Cover Sheet

BSBCCO604A - Develop and maintain a service level strategy
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:

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Date:

Assessment Record Sheet

BSBCCO604A - Develop and maintain a service level strategy

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:

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