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Evidence Guide: BSBITA601 - Configure and optimise customer contact technology

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

 

BSBITA601 - Configure and optimise customer contact technology

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

Analyse current capability of customer contact technology

  1. Clearly specify the role of customer contact technology in customer contact operations
  2. Recognise the scope of the functions supplied by the technology
  3. Accurately align the capabilities of the technology to current and potential operational needs
Clearly specify the role of customer contact technology in customer contact operations

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Recognise the scope of the functions supplied by the technology

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Accurately align the capabilities of the technology to current and potential operational needs

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Benchmark competing new technology applications

  1. Identify specific operational needs that can be met by technology
  2. Identify the range of functions and capabilities supplied by benchmarking competing technologies
  3. Select critical features of competing technologies for analysis
  4. Conduct an analysis of technologies using cost effective processes
  5. Select or report on appropriate new technology by considering the analysis of critical features
Identify specific operational needs that can be met by technology

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify the range of functions and capabilities supplied by benchmarking competing technologies

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Select critical features of competing technologies for analysis

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Conduct an analysis of technologies using cost effective processes

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Select or report on appropriate new technology by considering the analysis of critical features

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop a customer contact system configuration

  1. Identify and analyse business model to be facilitated by technology
  2. Identify the required technology components
  3. Identify all specific contact pathways to be managed by technology
  4. Arrange configuration of technology to satisfy the business model and contact pathways
  5. Develop comprehensive testing program to ensure delivery and reliability of new configuration
  6. Evaluate configuration against business model dimensions
Identify and analyse business model to be facilitated by technology

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify the required technology components

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify all specific contact pathways to be managed by technology

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Arrange configuration of technology to satisfy the business model and contact pathways

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop comprehensive testing program to ensure delivery and reliability of new configuration

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Evaluate configuration against business model dimensions

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop a strategy to optimise current technology

  1. Identify unused capacity in existing technology
  2. Identify applications for unused capacity appropriate to operational or business model
  3. Develop a strategy for exploiting additional capacity
  4. Assess the cost and efficiency of the strategy against available resources and budget
  5. Recommend a course of action in accordance with the assessment
Identify unused capacity in existing technology

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify applications for unused capacity appropriate to operational or business model

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Develop a strategy for exploiting additional capacity

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assess the cost and efficiency of the strategy against available resources and budget

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Recommend a course of action in accordance with the assessment

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Analyse current capability of customer contact technology

1.1 Clearly specify the role of customer contact technology in customer contact operations

1.2 Recognise the scope of the functions supplied by the technology

1.3 Accurately align the capabilities of the technology to current and potential operational needs

2. Benchmark competing new technology applications

2.1 Identify specific operational needs that can be met by technology

2.2 Identify the range of functions and capabilities supplied by benchmarking competing technologies

2.3 Select critical features of competing technologies for analysis

2.4 Conduct an analysis of technologies using cost effective processes

2.5 Select or report on appropriate new technology by considering the analysis of critical features

3. Develop a customer contact system configuration

3.1 Identify and analyse business model to be facilitated by technology

3.2 Identify the required technology components

3.3 Identify all specific contact pathways to be managed by technology

3.4 Arrange configuration of technology to satisfy the business model and contact pathways

3.5 Develop comprehensive testing program to ensure delivery and reliability of new configuration

3.6 Evaluate configuration against business model dimensions

4. Develop a strategy to optimise current technology

4.1 Identify unused capacity in existing technology

4.2 Identify applications for unused capacity appropriate to operational or business model

4.3 Develop a strategy for exploiting additional capacity

4.4 Assess the cost and efficiency of the strategy against available resources and budget

4.5 Recommend a course of action in accordance with the assessment

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Analyse current capability of customer contact technology

1.1 Clearly specify the role of customer contact technology in customer contact operations

1.2 Recognise the scope of the functions supplied by the technology

1.3 Accurately align the capabilities of the technology to current and potential operational needs

2. Benchmark competing new technology applications

2.1 Identify specific operational needs that can be met by technology

2.2 Identify the range of functions and capabilities supplied by benchmarking competing technologies

2.3 Select critical features of competing technologies for analysis

2.4 Conduct an analysis of technologies using cost effective processes

2.5 Select or report on appropriate new technology by considering the analysis of critical features

3. Develop a customer contact system configuration

3.1 Identify and analyse business model to be facilitated by technology

3.2 Identify the required technology components

3.3 Identify all specific contact pathways to be managed by technology

3.4 Arrange configuration of technology to satisfy the business model and contact pathways

3.5 Develop comprehensive testing program to ensure delivery and reliability of new configuration

3.6 Evaluate configuration against business model dimensions

4. Develop a strategy to optimise current technology

4.1 Identify unused capacity in existing technology

4.2 Identify applications for unused capacity appropriate to operational or business model

4.3 Develop a strategy for exploiting additional capacity

4.4 Assess the cost and efficiency of the strategy against available resources and budget

4.5 Recommend a course of action in accordance with the assessment