Assessor Resource
BSBCCO606A
Forecast and plan using customer contact traffic information analysis
Assessment tool
Version 1.0
Issue Date: May 2024
This unit applies to the analysis of call/contact traffic information and the use of queuing theory to forecast and plan resourcing for customer contact operations.
Competence in this unit requires accurately forecasting call/contact volumes, and assessing and planning appropriate resourcing levels to meet the requirements of the organisation.
This work can be undertaken by specialist staff, operational management staff or those with managerial responsibility, depending on the size and structure of the centre.
This unit describes the performance outcomes, skills and knowledge required to effectively forecast and plan resourcing for customer contact operations.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
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