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

BSBCCO606A Mapping and Delivery Guide
Forecast and plan using customer contact traffic information analysis

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBCCO606A - Forecast and plan using customer contact traffic information analysis
Description This unit describes the performance outcomes, skills and knowledge required to effectively forecast and plan resourcing for customer contact operations.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 to the analysis of call/contact traffic information and the use of queuing theory to forecast and plan resourcing for customer contact operations.Competence in this unit requires accurately forecasting call/contact volumes, and assessing and planning appropriate resourcing levels to meet the requirements of the organisation.This work can be undertaken by specialist staff, operational management staff or those with managerial responsibility, 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 call/contact traffic data
  • Confirm the accuracy and appropriateness of call/contact traffic data
  • Identify call/contact traffic patterns over short and long intervals
  • Identify anomalies and non-recurring events in call/contact patterns
       
Element: Interpret the impact of customer contact phenomena on forecasting and planning
  • Define and identify the range of contact centre or customer contact phenomena affecting resource planning
  • Analyse and explain impact of phenomena
  • Identify issues arising from the impact of customer contact phenomena when forecasting and planning
       
Element: Develop call/contact traffic forecasts
  • Provide a baseline for forecast by collecting historical data
  • Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast
  • Breakdown annual forecast into smaller periods and adjust for seasonality
  • Ensure that forecast accuracy is within organisational requirements
       
Element: Plan labour requirements
  • Determine basic inputs to queuing tool/s
  • Calculate resources required using queuing tool/s
  • Adjust results to account for qualitative factors
  • Perform planning process for all levels of forecasted call traffic
       


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:

effective and accurate preparation of call/contact forecasts and calculation of resources required to support these forecasts

knowledge of call/contact traffic measurement systems.

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 standards and guidelines.

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 forecasts against actuals

review of reports and explanation of historical call traffic data

review of reports and explanation of resource calculations

review of call traffic forecasts 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.

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

BSBCCO608A Manage customer contact operational costs.

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

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

consultation and negotiation skills to develop, implement and monitor plans

financial skills to manage budgetary resources

information technology skills to manage, organise and present data and information

leadership skills to gain trust and confidence of colleagues and stakeholders

numeracy skills to carry out arithmetical calculations and to analyse trends and patterns

organisational skills to manage own tasks within timeframes

presentation skills sufficient to develop reports and presentations which deal with complex ideas and concepts, and to articulate information and ideas clearly.

Required knowledge

business planning and budgeting principles

call/contact traffic measurement systems

external factors and contact centre operational factors potentially impacting on planning and forecasting

operating environment requirements and objectives

organisational communication methods

principles of statistical analysis and reporting

queuing and forecasting tools.

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 traffic data may include:

data extracted from customer contact systems which can detail statistics of numbers, types and times of calls and which may be sorted and tabulated for individual agents and groups of agents

data on other types of contact - email, letters, website, text messages, face-to-face

Intervals may include periods for reporting which may be:

half hourly

hourly

daily

weekly

seasonal

annual

Contact centre or customer contact phenomena may include:

administration duties

billing and credit issues

climate, environmental and health factors

equipment failures

excessive call lengths

excessive leave commitments

external influences/factors

marketing and competitor activity

media attention

training periods and team meetings

Queuing tools may include:

Erlang B and C tools

facilities within Automated Call Distribution (ACD) systems which provide the capacity to sort and queue different types of calls in accordance with pre-set business rules

Qualitative factors may include:

call cost considerations

marketing activity

seasonal variations

variations in staff availability

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
Confirm the accuracy and appropriateness of call/contact traffic data 
Identify call/contact traffic patterns over short and long intervals 
Identify anomalies and non-recurring events in call/contact patterns 
Define and identify the range of contact centre or customer contact phenomena affecting resource planning 
Analyse and explain impact of phenomena 
Identify issues arising from the impact of customer contact phenomena when forecasting and planning 
Provide a baseline for forecast by collecting historical data 
Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast 
Breakdown annual forecast into smaller periods and adjust for seasonality 
Ensure that forecast accuracy is within organisational requirements 
Determine basic inputs to queuing tool/s 
Calculate resources required using queuing tool/s 
Adjust results to account for qualitative factors 
Perform planning process for all levels of forecasted call traffic 

Forms

Assessment Cover Sheet

BSBCCO606A - Forecast and plan using customer contact traffic information analysis
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

BSBCCO606A - Forecast and plan using customer contact traffic information analysis

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: