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.

ELEMENT

PERFORMANCE CRITERIA

1. Analyse call/contact traffic data

1.1. Confirm the accuracy and appropriateness of call/contact traffic data

1.2. Identify call/contact traffic patterns over short and long intervals

1.3. Identify anomalies and non-recurring events in call/contact patterns

2. Interpret the impact of customer contact phenomena on forecasting and planning

2.1. Define and identify the range of contact centre or customer contact phenomena affecting resource planning

2.2. Analyse and explain impact of phenomena

2.3. Identify issues arising from the impact of customer contact phenomena when forecasting and planning

3. Develop call/contact traffic forecasts

3.1. Provide a baseline for forecast by collecting historical data

3.2. Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast

3.3. Breakdown annual forecast into smaller periods and adjust for seasonality

3.4. Ensure that forecast accuracy is within organisational requirements

4. Plan labour requirements

4.1. Determine basic inputs to queuing tool/s

4.2. Calculate resources required using queuing tool/s

4.3. Adjust results to account for qualitative factors

4.4. Perform planning process for all levels of forecasted call traffic

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 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.

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

Unit sector

Stakeholder Relations - Contact Centre Operations

This unit contains employability skills.