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Evidence Guide: BSBCCO606B - Forecast and plan using customer contact traffic information analysis

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

 

BSBCCO606B - Forecast and plan using customer contact traffic information analysis

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

Analyse contact traffic data

  1. Confirm the accuracy and appropriateness of contact traffic data
  2. Identify call or contact traffic patterns over short and long intervals
  3. Identify anomalies and nonrecurring events in contact patterns
Confirm the accuracy and appropriateness of contact traffic data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify call or contact traffic patterns over short and long intervals

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify anomalies and nonrecurring events in contact patterns

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interpret the impact of customer contact phenomena on forecasting and planning

  1. Define and identify the range of contact centre or customer contact phenomena affecting resource planning
  2. Analyse and explain impact of phenomena
  3. Identify issues arising from the impact of customer contact phenomena when forecasting and planning
Define and identify the range of contact centre or customer contact phenomena affecting resource planning

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and explain impact of phenomena

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop contact traffic forecasts

  1. Provide a baseline for forecast by collecting historical data
  2. Collaborate with marketing, financial control and other areas to incorporate budget expectations and marketing efforts into forecast
  3. Break down annual forecast into smaller periods and adjust for seasonality
  4. Ensure that forecast accuracy is within organisational requirements
Provide a baseline for forecast by collecting historical data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Break down annual forecast into smaller periods and adjust for seasonality

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure that forecast accuracy is within organisational requirements

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. Perform planning process and scheduling for all levels of forecasted call and contact traffic
Determine basic inputs to queuing tools

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calculate resources required using queuing tools

Completed
Date:

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Adjust results to account for quantitative and qualitative factors

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Perform planning process and scheduling for all levels of forecasted call and contact traffic

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 contact forecasts and calculate resources required to support these forecasts

demonstrate knowledge 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.

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 forecasts against actuals

review of reports and explanation of historical call traffic data

review of reports and explanation of resource calculations

review of call and contact 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:

BSBCCO601B Optimise customer contact operations

BSBCCO608B Manage customer contact operational costs.

Required Skills and Knowledge

Required skills

analytical skills to:

analyse workplace information and data

consider all options and support the development of the strategy

use observations of workplace tasks and interactions between people and their activities, equipment, environment and systems

pay attention to detail when making observations and recording outcomes

communication skills to:

communicate effectively with personnel at all levels

conduct effective formal and informal meetings

consultation and negotiation skills to develop, implement and monitor strategies

leadership skills to gain the trust and confidence of colleagues and stakeholders

literacy skills to prepare and present reports on complex concepts and ideas

numeracy skills to:

carry out arithmetical calculations

analyse trends and patterns

manage budgetary resources

planning and organising skills to manage own tasks within required timeframes

presentation skills to articulate information and ideas effectively

problemsolving skills to create innovative solutions to problems that arise

project management skills to:

develop and implement the strategy successfully

achieve ongoing continuous improvement

risk assessment and mitigation skills to fully understand and, if necessary, mitigate potential impacts of activities

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

technology skills to organise, manage and analyse data.

Required knowledge

business planning and budgeting principles

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

scheduling techniques.

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, such as numbers, types and times of calls

may be sorted and tabulated for individual agents and groups of agents

data on other types of contact:

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

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 which provide the capacity to sort and queue different types of calls according to preset business rules.

Quantitative and qualitative factorsmay include:

call cost considerations

marketing activity

seasonal variations

variations in staff availability.

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.