Unit of competency Outline

Date retreived
24/07/2026 12:42 AM AWST

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Schedule customer engagement activity

Schedule customer engagement activity

Unit of competency
National Code
BSBCUE403
State Code
AUH12
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080509 - Public Relations
Original Release Date
15/09/2015
Nominal Hours
20
Description
This unit describes the skills and knowledge required to schedule customer engagement activity and manage customer engagement schedules using manual and electronic systems.It applies to individuals who need to solve a defined range of unpredictable problems, analyse and evaluate information from a variety of sources, and who may provide leadership and guidance to others with some limited responsibility for the output of others. No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Analyse engagement traffic data
  • 1.1 Access engagement traffic data
  • 1.2 Identify engagement traffic patterns over short and long intervals
  • 1.3 Identify anomalies and nonrecurring events in engagement patterns
2 Review forecasting and planning
  • 2.1 Incorporate identified range of contact centre or customer engagement phenomena into resource planning
  • 2.2 Incorporate issues arising from impact of customer engagement phenomena when forecasting and planning
3 Plan labour requirements
  • 3.1 Determine basic inputs to queuing tools
  • 3.2 Calculate resources required using queuing tools
  • 3.3 Adjust results to account for quantitative and qualitative factors
  • 3.4 Schedule levels of forecasted call and engagement traffic
  • 3.5 Maximise operational efficiency and customer service levels in schedules while minimising wage costs
  • 3.6 Use available skill base appropriate to schedule most effective use of human resources
  • 3.7 Communicate schedules to staff within designated timelines
No information
No information
Replaces
State Code National Code Title Type
S8051 BSBCCO403A Schedule customer contact activity Unit of competency
Replaced By
State Code National Code Title Type
OCF12 BSBOPS401 Coordinate business resources Unit of competency