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

BSBITA601 Mapping and Delivery Guide
Configure and optimise customer contact technology

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency BSBITA601 - Configure and optimise customer contact technology
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to establish optimal functionality and efficiency from technologies by configuring them to best suit operational needs.It applies to individuals working at a managerial or specialist level and within a customer contact environment where complex technology is employed and where the configuring of this technology is undertaken on an ongoing basis to maximise efficiencies and benefits to the organisation.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
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
Elements of Competency Performance Criteria              
Element: Analyse current capability of customer contact technology
  • Clearly specify the role of customer contact technology in customer contact operations
  • Recognise the scope of the functions supplied by the technology
  • Accurately align the capabilities of the technology to current and potential operational needs
       
Element: Benchmark competing new technology applications
  • Identify specific operational needs that can be met by technology
  • Identify the range of functions and capabilities supplied by benchmarking competing technologies
  • Select critical features of competing technologies for analysis
  • Conduct an analysis of technologies using cost effective processes
  • Select or report on appropriate new technology by considering the analysis of critical features
       
Element: Develop a customer contact system configuration
  • Identify and analyse business model to be facilitated by technology
  • Identify the required technology components
  • Identify all specific contact pathways to be managed by technology
  • Arrange configuration of technology to satisfy the business model and contact pathways
  • Develop comprehensive testing program to ensure delivery and reliability of new configuration
  • Evaluate configuration against business model dimensions
       
Element: Develop a strategy to optimise current technology
  • Identify unused capacity in existing technology
  • Identify applications for unused capacity appropriate to operational or business model
  • Develop a strategy for exploiting additional capacity
  • Assess the cost and efficiency of the strategy against available resources and budget
  • Recommend a course of action in accordance with the assessment
       


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Analyse current capability of customer contact technology

1.1 Clearly specify the role of customer contact technology in customer contact operations

1.2 Recognise the scope of the functions supplied by the technology

1.3 Accurately align the capabilities of the technology to current and potential operational needs

2. Benchmark competing new technology applications

2.1 Identify specific operational needs that can be met by technology

2.2 Identify the range of functions and capabilities supplied by benchmarking competing technologies

2.3 Select critical features of competing technologies for analysis

2.4 Conduct an analysis of technologies using cost effective processes

2.5 Select or report on appropriate new technology by considering the analysis of critical features

3. Develop a customer contact system configuration

3.1 Identify and analyse business model to be facilitated by technology

3.2 Identify the required technology components

3.3 Identify all specific contact pathways to be managed by technology

3.4 Arrange configuration of technology to satisfy the business model and contact pathways

3.5 Develop comprehensive testing program to ensure delivery and reliability of new configuration

3.6 Evaluate configuration against business model dimensions

4. Develop a strategy to optimise current technology

4.1 Identify unused capacity in existing technology

4.2 Identify applications for unused capacity appropriate to operational or business model

4.3 Develop a strategy for exploiting additional capacity

4.4 Assess the cost and efficiency of the strategy against available resources and budget

4.5 Recommend a course of action in accordance with the assessment


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Analyse current capability of customer contact technology

1.1 Clearly specify the role of customer contact technology in customer contact operations

1.2 Recognise the scope of the functions supplied by the technology

1.3 Accurately align the capabilities of the technology to current and potential operational needs

2. Benchmark competing new technology applications

2.1 Identify specific operational needs that can be met by technology

2.2 Identify the range of functions and capabilities supplied by benchmarking competing technologies

2.3 Select critical features of competing technologies for analysis

2.4 Conduct an analysis of technologies using cost effective processes

2.5 Select or report on appropriate new technology by considering the analysis of critical features

3. Develop a customer contact system configuration

3.1 Identify and analyse business model to be facilitated by technology

3.2 Identify the required technology components

3.3 Identify all specific contact pathways to be managed by technology

3.4 Arrange configuration of technology to satisfy the business model and contact pathways

3.5 Develop comprehensive testing program to ensure delivery and reliability of new configuration

3.6 Evaluate configuration against business model dimensions

4. Develop a strategy to optimise current technology

4.1 Identify unused capacity in existing technology

4.2 Identify applications for unused capacity appropriate to operational or business model

4.3 Develop a strategy for exploiting additional capacity

4.4 Assess the cost and efficiency of the strategy against available resources and budget

4.5 Recommend a course of action in accordance with the assessment

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
Clearly specify the role of customer contact technology in customer contact operations 
Recognise the scope of the functions supplied by the technology 
Accurately align the capabilities of the technology to current and potential operational needs 
Identify specific operational needs that can be met by technology 
Identify the range of functions and capabilities supplied by benchmarking competing technologies 
Select critical features of competing technologies for analysis 
Conduct an analysis of technologies using cost effective processes 
Select or report on appropriate new technology by considering the analysis of critical features 
Identify and analyse business model to be facilitated by technology 
Identify the required technology components 
Identify all specific contact pathways to be managed by technology 
Arrange configuration of technology to satisfy the business model and contact pathways 
Develop comprehensive testing program to ensure delivery and reliability of new configuration 
Evaluate configuration against business model dimensions 
Identify unused capacity in existing technology 
Identify applications for unused capacity appropriate to operational or business model 
Develop a strategy for exploiting additional capacity 
Assess the cost and efficiency of the strategy against available resources and budget 
Recommend a course of action in accordance with the assessment 

Forms

Assessment Cover Sheet

BSBITA601 - Configure and optimise customer contact technology
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

BSBITA601 - Configure and optimise customer contact technology

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: