Assessor Resource
BSBCCO601B
Optimise customer contact operations
Assessment tool
Version 1.0
Issue Date: May 2024
This unit applies in customer contact environments where a variety of statistical control tools are used in monitoring and optimising customer contact operations.
This work is undertaken by specialists, team leaders and managers, depending on the size and structure of the centre.
This unit describes the performance outcomes, skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.
Competence in this unit requires comprehensive knowledge of customer contact operations, and the statistical tools and methodology required to optimise operations.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)