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

BSBITA601A Mapping and Delivery Guide
Configure and optimise customer contact technology

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBITA601A - Configure and optimise customer contact technology
Description This unit describes the performance outcomes, skills and knowledge required to establish optimal functionality and efficiency from technologies by configuring them to best suit operational needs.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit is applied in 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.Competence in this unit requires comprehensive knowledge of customer contact technology, an appreciation of alternative and emerging trends and options in technology, and highly developed analytical skills to maximise the effectiveness and efficiency of the technology. Well developed understanding of business objectives and goals and cost benefit analysis are also required.This role may be undertaken by those with managerial responsibility or specialist staff, 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 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
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 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 models
  • Develop a strategy for exploiting additional capacity
  • Assess the cost and efficiency of the strategy against available resources and budgets
  • 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.

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:

analysis, benchmarking, configuration and optimisation of customer contact technology

knowledge of customer contact technologies.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information, reporting and data

access to either stakeholder feedback or stakeholders

access to relevant 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 documentation and research related to technology, benchmarking, business objectives, financial imperatives

review of benchmarking reports

review of stakeholder feedback

review of documentation of a strategy for optimising unused capacity in customer contact technology

oral and/or written questioning to assess knowledge of business objectives including financial and business planning

review of risk assessment process.

Guidance information for assessment

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

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 interpret, report and recommend actions from complex data and information

attention to detail

interpersonal skills to establish rapport, to build relationships with team members and stakeholders, and to establish effective networks

literacy skills to develop reports which deal with complex ideas and concepts, and to articulate ideas and information effectively

numeracy skills to analyse, manipulate and validate data, specifications and reports

problem-solving skills to develop creative and innovative solutions

project management skills to ensure that quality project management techniques are employed at all times

research skills to ensure that all options are explored and recommendations are comprehensive and balanced

report writing and presentation skills

risk management skills to ensure that planning is balanced and risk averse.

Required knowledge

benchmarking principles

budgeting and cost benefit analysis principles

business case preparation principles

business objectives and goals

customer contact technologies - communications technologies, automatic call distributor (ACD) systems, interactive voice response (IVR) systems, databases, computer telephony integration (CTI) systems, prescriptive dialling, computer-based customer relationship management (CRM) systems, information management systems

formal and informal communication and consultation processes, and key personnel related to communication

needs of both internal and external customers

operational budget and business plan.

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.

Customer contact technology may include:

CRM systems

CTI systems

intranet- or internet-based database systems

local or network-based ACDs

web software systems or other technology which supports customer contact operations

Benchmarking competing technologies may include:

assessment from specifications and information presented by potential vendors

identifying organisations using different brands or versions of technology and comparing performance and functionality of other options

using operating data and direct testing to compare the performance of two or more competing technology products - analysis is usually performed with reference to the required solution

Critical features may include:

capacity

compatibility with existing systems

ease of implementation

end user friendliness

future expansion of the connection

speed of operation

support

Contact pathways may include:

email

traditional telephony call pathways

web pathways

other electronic communication pathways such as fax, short message service (SMS) or chat room

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 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 models 
Develop a strategy for exploiting additional capacity 
Assess the cost and efficiency of the strategy against available resources and budgets 
Recommend a course of action in accordance with the assessment 

Forms

Assessment Cover Sheet

BSBITA601A - 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

BSBITA601A - 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: