Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO603A Mapping and Delivery Guide
Design and launch new customer contact facilities
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | BSBCCO603A - Design and launch new customer contact facilities |
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Description | This unit describes the performance outcomes, skills and knowledge required to design and establish new customer contact facilities.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to the design and establishment of new customer contact facilities including both new centres and substantial enhancement of existing centres.In the first instance this unit will typically apply to a new contact centre. However, it may also include a substantial upgrade in technology and physical resources to an existing contact centre or the introduction of a significant increase in capacity of an existing contact centre.Competence in this unit requires comprehensive knowledge of the requirements to design and launch a new customer contact facility, the technology required, the human resources and occupational health and safety (OHS) requirements, legislative and regulatory requirements, organisational standards and guidelines, and global best practice in design and features. It is unlikely that competence could be assessed in a simulated environment. A significant degree of delegation of tasks to specialists may be required.This work is undertaken by staff with managerial responsibility, but it may also be undertaken by specialist staff (e.g. operations manager, project manager) depending on the size and structure of the organisation. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | |||
Competency Field | Stakeholder Relations - Contact Centre Operations |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Identify design elements |
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Element: Develop detailed specifications |
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Element: Evaluate alternative resources |
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Element: Integrate design components |
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Element: Launch customer contact facility |
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