Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO606B Mapping and Delivery Guide
Forecast and plan using customer contact traffic information analysis
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | BSBCCO606B - Forecast and plan using customer contact traffic information analysis |
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Description | This unit describes the performance outcomes, skills and knowledge required to analyse call or contact traffic information to forecast and plan resourcing for customer contact operations.Competence in this unit requires the use of queuing theory to forecast call or contact volumes, and assessing and planning appropriate resourcing levels to meet the requirements of the organisation. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit 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. |
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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: Analyse contact traffic data |
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Element: Interpret the impact of customer contact phenomena on forecasting and planning |
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Element: Develop contact traffic forecasts |
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Element: Plan labour requirements |
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