Integrate customer contact operations in the organisation

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBCCO504A, 'Integrate customer contact operations in the organisation'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Integrate customer contact operations in the organisation' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria

1. Identify and analyse interdependencies

1.1 Identify interdependencies between contact centre and other departments within the organisation

1.2 Identify the degree of interdependence

1.3 Map the flow of transactions and information between other departments and the contact centre

2. Analyse value and service chain and identify gaps

2.1 Develop value and service chain model

2.2 Consult regularly with stakeholders

2.3 Collect data to support chain continuity and gap identification

2.4 Identify gaps in the value and service chain

3. Prepare plan to close value and service chain gaps

3.1 Identify service chain gaps within the control of customer contact operations

3.2 Communicate other gaps to stakeholders and relevant parties

3.3 Identify activities and resources needed to close gaps

3.4 Prepare an action plan

3.5 Establish a review and feedback process

3.6 Develop internal networks to ensure sound communication across organisation

4. Integrate market intelligence capture into operations

4.1 Consult with organisation marketing area or business unit

4.2 Identify and agree on desired market intelligence

4.3 Integrate data collection into contact guidelines

4.4 Integrate data capture facilities into database

4.5 Integrate information into existing contact centre strategy and operations

5. Report market intelligence to other corporate departments

5.1 Retrieve captured intelligence information

5.2 Prepare market intelligence reports

5.3 Communicate information to relevant parties in an effective and timely manner

Qualifications and Skillsets

BSBCCO504A appears in the following qualifications:

  • BSB50311 - Diploma of Customer Contact