Application
This unit applies to the design and establishment of new customer contact facilities, including both new centres and substantial enhancement of existing centres.
In the first instance this unit will typically apply to a new contact centre. However, it may also include a substantial upgrade in technology and physical resources to an existing contact centre or the introduction of a significant increase in capacity of an existing contact centre.
This work is undertaken by staff with managerial responsibility, but it may also be undertaken by specialist staff (e.g. operations manager, project manager), depending on the size and structure of the organisation.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Identify design elements | 1.1 Analyse role and business needs of proposed customer contact facility 1.2 Define general characteristics of customer contact facility 1.3 Identify design elements to meet business needs 1.4 Confirm analysis with stakeholders |
2. Develop detailed specifications | 2.1 Review facility design principles to confirm appropriateness of design 2.2 Delegate facility design elements to appropriately experienced specialist/s for detailed specification 2.3 Benchmark facility design against world 2.4 Confirm design specifications with stakeholders |
3. Evaluate resources | 3.1 Identify budgetary limits for facility 3.2 Identify suitable resources available from organisation’s preferred suppliers 3.3 Identify suitable alternative resources and suppliers for each design aspect 3.4 Conduct comparative analysis of each alternative 3.5 Recommend resources for each design aspect |
4. Integrate design components | 4.1 Prepare viable project management plan for the integration of new facility resources 4.2 Use project management tools throughout the integration process 4.3 Prepare contingency plans to meet all reasonable costs 4.4 Develop effective testing procedures and plans for all resources 4.5 Maintain vigilance over budget, quality of supplied resources, and quality of work 4.6 Communicate progress and concerns arising to senior management in a timely way |
5. Launch customer contact facility | 5.1 Prepare viable project management plan for the launch of the new customer contact facility 5.2 Use project management tools throughout launch process 5.3 Communicate launch parameters to relevant stakeholders 5.4 Establish pre 5.5 Supervise launch to completion according to plans and contingencies 5.6 Review launch and debrief stakeholders to plan follow |
Required Skills
Required skills
analytical skills to analyse relevant workplace information and data, and make recommendations accordingly
communication skills to:
conduct formal and informal meetings
communicate with clients and personnel at all levels
consultation and negotiation skills to develop, implement and monitor plans
literacy skills to prepare reports containing complex ideas and concepts
numeracy skills to:
carry out analysis of statistics and data
manage budgetary resources
planning and organising skills to manage own tasks within required timeframes
presentation skills to:
articulate information, expectations and ideas clearly
research and present on complex issues, such as regulatory and legislative requirements
project management skills to manage the complexities and scope of a large project
risk assessment and management skills to understand the impacts and risks associated with the project
self
comply with policies and procedures
seek learning and development opportunities
technology skills to manage data and information.
Required knowledge
benchmarking methodology
change management principles
legislative, regulatory and organisational requirements for customer contact facilities
principles of testing procedures and plans
principles underpinning contact centre design at both the technology level and the human level, such as:
emerging technologies
ergonomics of office design
hardware and telecommunications services
software systems
project management principles
research methods using a range of information sources
risk management principles
sources of information, guidance and support for the project
systems and physical resources used effectively in customer contact environments.
Evidence Required
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 ability to: design, project manage, implement and launch a new or significantly re demonstrate knowledge of legislative, regulatory and organisational requirements that cover the task. |
Context of and specific resources for assessment | Assessment must ensure access to: information and databases for analysis activities relevant legislation, regulations, standards and guidelines stakeholder and staff satisfaction feedback. It is unlikely that competence could be assessed in a simulated environment. A significant degree of delegation of tasks to specialists may be required. |
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 review of all aspects of project plan, including achieved timeframes analysis of stakeholder and staff satisfaction feedback review of benchmarking activities review of testing program, plan and results review of OHS, regulatory and legislative compliance review of budget–actuals to forecast or business case review of communication materials used in consultation with various types of stakeholders review of documentation of design specifications, including explanations of personal inputs. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBCCO601B Optimise customer contact operations BSBCCO602B Manage customer contact information BSBCCO608B Manage customer contact operational costs. |
Range Statement
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.
Design elements | customer service strategies external services, such as telecommunications human resources physical resources, including OHS considerations software technology, including systems and telephony. |
Stakeholders | finance department human resources and OHS information technology department internal and external customers and vendors property and facilities department senior management. |
Project management tools | communication and knowledge management applications costing applications quality control applications risk assessment and management applications scheduling applications tracking applications. |
Testing procedures and plans | development of test scenarios development of work instructions end predetermined parameters for determining success or failure of testing regression testing (‘what if’ scenarios) remedial plan for unsuccessful test results schedule of testing in lead-up to opening stakeholder sign-off user acceptance testing. |
Launch of the new customer contact facility | adjusting systems to meet contingencies demonstrating new facilities and systems to stakeholders, including management, clients and staff initial use of new systems and facilities transferring from existing systems to new systems. |
Follow | adjusting the overall design adjusting the set-up of specific resources reporting to stakeholders, regardless of the degree of success of the launch. |
Sectors
Stakeholder relations – contact centre operations
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.