Unit of competency Outline
Date retreived
22/07/2026 10:43 PM AWST
22/07/2026 10:43 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Optimise customer contact operations
Optimise customer contact operations
Unit of competency
National Code
BSBCCO601B
BSBCCO601B
State Code
S8060
S8060
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/12/2011
Field of Education
080301 - Business Management
Original Release Date
20/12/2011
Nominal Hours
80
Description
This unit describes the performance outcomes, skills and knowledge required to use data and statistical tools to monitor and optimise customer contact processes.Competence in this unit requires comprehensive knowledge of customer contact operations, and the statistical tools and methodology required to optimise operations.
Notes
Elements and Performance Criteria
1. Analyse customer contact processes using statistical tools
- 1.1 Identify customer contact processes requiring analysis
- 1.2 Measure the impact of these processes on service levels or other indicators using statistical tools
- 1.3 Derive tolerance levels for processes
- 1.4 Calculate upper and lower control limits from data
- 1.5 Investigate reasons for performance outside of control limits
2. Rectify productivity impediments
- 2.1 Conduct a qualitative and quantitative analysis of current productivity against organisational standards and aims
- 2.2 Identify causes of productivity impediments
- 2.3 Apply service quality and quality management tools to minimise impediments
- 2.4 Confirm that operations achieve productivity standards
3. Conduct a process review
- 3.1 Identify components of the process under review
- 3.2 Analyse and modify process to achieve improved performance using graphical techniques
- 3.3 Trial and revise modified process to meet organisational efficiency standards
- 3.4 Document revised process using graphical techniques
4. Benchmark customer contact operations
- 4.1 Identify appropriate target areas for process improvement
- 4.2 Research and nominate benchmarking organisations that demonstrate relevant best practice
- 4.3 Document relevant best practice processes used by benchmarking organisations
- 4.4 Identify processes from benchmarking organisations that can be adopted
- 4.5 Identify relevant benefits and risks associated with implementing new processes
- 4.6 Adapt best practice processes to meet enterprise conditions
- 4.7 Identify and document appropriate performance indicators for evaluation of the new processes
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customer contact processesmay include:
email and other electronic communications
facetoface contact
facsimile and other written communications
inbound and outbound telephone contact
service and sales support processes.
Service levelsmay include:
predetermined conditions for customer contact service, including:
contact duration
contact wait time
contact escalation policy
percentage of calls answered within specified time period
service guarantees
speed of response.
Productivitymay include:
average speed of answer
first call resolution
measuring calls per day, week or hour
measuring financial returns, sales volumes or services provided
overall performance of the customer contact operation
service level results.
Graphical techniquesmay include:
fishbone diagrams
flowcharts
Gantt or Pert charts
maps
Pareto charts.
Benchmarking organisationsmay include:
best practice organisations, which may be in an unrelated industry
competitors
organisations in same industry
organisations with similar functions.
Customer contact processesmay include:
email and other electronic communications
facetoface contact
facsimile and other written communications
inbound and outbound telephone contact
service and sales support processes.
Service levelsmay include:
predetermined conditions for customer contact service, including:
contact duration
contact wait time
contact escalation policy
percentage of calls answered within specified time period
service guarantees
speed of response.
Productivitymay include:
average speed of answer
first call resolution
measuring calls per day, week or hour
measuring financial returns, sales volumes or services provided
overall performance of the customer contact operation
service level results.
Graphical techniquesmay include:
fishbone diagrams
flowcharts
Gantt or Pert charts
maps
Pareto charts.
Benchmarking organisationsmay include:
best practice organisations, which may be in an unrelated industry
competitors
organisations in same industry
organisations with similar functions.
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 ability to:
analyse statistical reports of contact centre process performance
explain or demonstrate process improvement strategies
analyse records of customer contact productivity measures
explain productivity improvement methodology
demonstrate knowledge of quality management and related process control methods.
Context of and specific resources for assessment
Assessment must ensure access to:
information, reporting and databases for analysis activities
relevant standards and guidelines
benchmarking analysis and improvement plans.
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 process documentation
analysis of peer and line management feedback
review of statistical reports of contact centre process performance
analysis of process improvement strategies
review of records of customer contact productivity measures
analysis of explanation of productivity improvement methodology
review of graphical records of customer contact processes
review of records of analysis for operations benchmarking.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO602B Manage customer contact information.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
analyse statistical reports of contact centre process performance
explain or demonstrate process improvement strategies
analyse records of customer contact productivity measures
explain productivity improvement methodology
demonstrate knowledge of quality management and related process control methods.
Context of and specific resources for assessment
Assessment must ensure access to:
information, reporting and databases for analysis activities
relevant standards and guidelines
benchmarking analysis and improvement plans.
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 process documentation
analysis of peer and line management feedback
review of statistical reports of contact centre process performance
analysis of process improvement strategies
review of records of customer contact productivity measures
analysis of explanation of productivity improvement methodology
review of graphical records of customer contact processes
review of records of analysis for operations benchmarking.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO602B Manage customer contact information.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0619 | BSBCCO601A | Optimise customer contact operations | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUM26 | BSBCUE601 | Optimise customer engagement operations | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D693 | BSB50311 | Diploma of Customer Contact | Qualification |
| D184 | BSB60407 | Advanced Diploma of Management | Qualification |