Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBITA611 Mapping and Delivery Guide
Configure and optimise customer contact technology

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBITA611 - Configure and optimise customer contact technology
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to establish optimal functionality and efficiency from customer contact technologies by configuring them to best suit organisational needs and strategies.It applies to individuals working at a managerial or specialist level and within a customer contact environment where complex digital technology is employed, and where the configuring of this technology is undertaken on an ongoing basis to maximise efficiencies and benefits to the organisation.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
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
Elements of Competency Performance Criteria              
Element: Analyse capability of existing customer contact technology
  • Clearly identify the role of customer contact technology in customer contact operations
  • Identify the scope of the functions supplied by the existing digital technologies
  • Accurately align the capabilities of the existing technology to current and potential organisational needs and strategies
       
Element: Benchmark competing new technology applications
  • Identify specific operational needs that can be met by new and/or emerging digital technologies
  • Identify the range of functions and capabilities supplied by benchmarking competing technologies
  • Select critical features of competing technologies for analysis against organisational needs and strategies
  • Conduct an analysis of competing technologies using cost effective processes
  • Report on appropriate new technology by considering the analysis of critical features, and deliver report to appropriate personnel in accordance with organisational policies and procedures
       
Element: Develop a customer contact system configuration
  • Identify and analyse business model to be facilitated by technology
  • Identify the required technology components
  • Identify all specific contact pathways to be managed by technology
  • Arrange configuration of technology to satisfy the business model and contact pathways, ensuring compliance with organisational policies and procedures
  • Develop comprehensive testing program to ensure delivery and reliability of new configuration
  • Evaluate configuration against organisational strategies
       
Element: Develop a customer contact strategy to optimise existing technology
  • Identify unused capacity in existing technology
  • Identify applications for unused capacity appropriate to operational or business model
  • Develop and document a strategy for exploiting additional capacity and deliver to appropriate personnel
  • Assess the cost and efficiency of the strategy against available resources and budget
  • Recommend a course of action in accordance with the assessment, ensuring compliance with organisational policies and procedures
       

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Clearly identify the role of customer contact technology in customer contact operations 
Identify the scope of the functions supplied by the existing digital technologies 
Accurately align the capabilities of the existing technology to current and potential organisational needs and strategies 
Identify specific operational needs that can be met by new and/or emerging digital technologies 
Identify the range of functions and capabilities supplied by benchmarking competing technologies 
Select critical features of competing technologies for analysis against organisational needs and strategies 
Conduct an analysis of competing technologies using cost effective processes 
Report on appropriate new technology by considering the analysis of critical features, and deliver report to appropriate personnel in accordance with organisational policies and procedures 
Identify and analyse business model to be facilitated by technology 
Identify the required technology components 
Identify all specific contact pathways to be managed by technology 
Arrange configuration of technology to satisfy the business model and contact pathways, ensuring compliance with organisational policies and procedures 
Develop comprehensive testing program to ensure delivery and reliability of new configuration 
Evaluate configuration against organisational strategies 
Identify unused capacity in existing technology 
Identify applications for unused capacity appropriate to operational or business model 
Develop and document a strategy for exploiting additional capacity and deliver to appropriate personnel 
Assess the cost and efficiency of the strategy against available resources and budget 
Recommend a course of action in accordance with the assessment, ensuring compliance with organisational policies and procedures 

Forms

Assessment Cover Sheet

BSBITA611 - Configure and optimise customer contact technology
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

BSBITA611 - Configure and optimise customer contact technology

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: