Required skills

analytical skills to analyse relevant workplace information and data and to make observations of workplace tasks and interactions between people their activities equipment environment and systems

communication skills to conduct effective formal and informal meetings and to communicate with personnel at all levels

consultation and negotiation skills to develop implement and monitor plans

financial skills to manage budgetary resources

information technology skills to manage organise and present data and information

leadership skills to gain trust and confidence of colleagues and stakeholders

numeracy skills to carry out arithmetical calculations and to analyse trends and patterns

organisational skills to manage own tasks within timeframes

presentation skills sufficient to develop reports and presentations which deal with complex ideas and concepts and to articulate information and ideas clearly

Required knowledge

business planning and budgeting principles

callcontact 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

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 following is essential

effective and accurate preparation of callcontact forecasts and calculation of resources required to support these forecasts

knowledge of callcontact traffic measurement systems

Context of and specific resources for assessment

Assessment must ensure

access to workplace information and data

access to information and databases for analysis activities

access to 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 traffic forecasts for a range of timeframes including consideration of contingencies and external factors

oral andor 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

BSBCCOA Optimise customer contact operations

BSBCCO601A Optimise customer contact operations

BSBCCOA Manage customer contact operational costs

BSBCCO608A Manage customer contact operational costs.

Call/contact traffic data may include:

Intervals may include periods for reporting which may be:

Contact centre or customer contact phenomena may include:

Queuing tools may include:

Qualitative factors may include: