NTISthis.com

Evidence Guide: BSBCCO403A - Schedule customer contact activity

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBCCO403A - Schedule customer contact activity

What evidence can you provide to prove your understanding of each of the following citeria?

Analyse contact traffic data

  1. Access contact traffic data
  2. Identify contact traffic patterns over short and long intervals
  3. Identify anomalies and nonrecurring events in contact patterns
Access contact traffic data

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify contact traffic patterns over short and long intervals

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify anomalies and nonrecurring events in contact patterns

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Review forecasting and planning

  1. Incorporate the identified range of contact centre or customer contact phenomena into resource planning
  2. Incorporate the issues arising from the impact of customer contact phenomena when forecasting and planning
Incorporate the identified range of contact centre or customer contact phenomena into resource planning

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Incorporate the issues arising from the impact of customer contact phenomena when forecasting and planning

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Plan labour requirements

  1. Determine basic inputs to queuing tools
  2. Calculate resources required using queuing tools
  3. Adjust results to account for quantitative and qualitative factors
  4. Schedule levels of forecasted call and contact traffic
  5. Maximise operational efficiency and customer service levels in schedules while minimising wage costs
  6. Use the available skill base appropriate to schedule the most effective use of human resources
  7. Communicate schedules to staff within designated timelines
Determine basic inputs to queuing tools

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Calculate resources required using queuing tools

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Adjust results to account for quantitative and qualitative factors

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Schedule levels of forecasted call and contact traffic

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maximise operational efficiency and customer service levels in schedules while minimising wage costs

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use the available skill base appropriate to schedule the most effective use of human resources

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate schedules to staff within designated timelines

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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:

prepare customer contact schedules

demonstrate knowledge and use of key features of contact traffic measurement systems.

Context of and specific resources for assessment

Assessment must ensure access to:

information and databases for analysis activities

standards and guidelines in relation to customer contact scheduling.

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 onthejob performance by the candidate

review of call and contact traffic schedules 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 on service.

Guidance information for assessment

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

BSBCCO404A Gather, collate and record information

BSBCUS401B Coordinate implementation of customer service strategies.

Required Skills and Knowledge

Required skills

communication skills to:

communicate with personnel at all levels

conduct effective formal and informal meetings

express ideas and concepts

supervisory skills to gain trust and confidence of colleagues and stakeholders

numeracy skills to:

carry out basic arithmetical calculations

apply financial understanding to adhere to budgetary resources

planning and organising skills to manage own tasks within required timeframes

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to organise data and information.

Required knowledge

budgeting principles

contact traffic measurement systems

operating environment requirements and objectives

organisational communication methods

queuing and forecasting tools

techniques for scheduling call and contact traffic.

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.

Contact traffic datamay include:

data extracted from customer contact systems that can:

detail statistics of numbers, types and times of contact

be sorted and tabulated for individual agents and groups of agents

data on other types of contact, including:

email

facetoface

letters

SMS (text messages)

website.

Intervalsmay include:

periods for reporting, which may be:

annual

daily

half hourly

hourly

seasonal

weekly.

Contact centre or customer contact phenomenamay include:

administration duties

billing and credit issues

climate, environmental and health factors

equipment failures

escalating contacts

excessive call lengths

excessive leave commitments

external influences or factors

marketing and competitor activity

media attention

training periods and team meetings.

Queuing toolsmay include:

Erlang B and C tools

facilities within automated call distribution (ACD) systems that provide the capacity to sort and queue different types of calls according to preset business rules.

Quantitative and qualitative factorsmay include:

contact cost considerations

marketing activity

seasonal variations

variations in staff availability

variations in staff experience and skills and knowledge.

Schedulingmay include:

business demands, goals and key performance indicators (KPIs)

forecasting enquiries, by using a forecasting model that uses weighted averages from previous scheduling periods, including:

calls

email

escalations

mail

employee preferences

heuristic, where call sequence is ordered by customer balance

legislation and regulations

operational constraints

scheduling methods, such as:

batch optimised: hourly scheduling (16-hourly lists)

dynamic optimised: hourly scheduling (re-optimised at the beginning of every hour)

work function projections, incorporating quality and quantity.