Unit of competency Outline
Date retreived
23/07/2026 2:32 AM AWST
23/07/2026 2:32 AM 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.
Deploy customer service field staff
Deploy customer service field staff
Unit of competency
National Code
BSBCCO302B
BSBCCO302B
State Code
S8043
S8043
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/12/2011
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
20/12/2011
Nominal Hours
25
Description
This unit describes the performance outcomes, skills and knowledge required to deploy field staff to fulfil service commitments to customers. It assumes the use of enterprise information systems in the deployment process.Competence in this unit requires effective compilation, despatch and control of work requests to field staff according to organisational requirements and customer expectations.
Notes
Elements and Performance Criteria
1. Create a despatch job for automatic despatch
- 1.1 Identify the need to create a job despatch order
- 1.2 Determine the impact of this work on resources and its urgency, in consultation with appropriate areas, business protocols, regulatory and legislative requirements
- 1.3 Enter necessary details into the appropriate work management system to create and automatically despatch job
- 1.4 Confirm automatic despatch, where necessary
2. Manually despatch and clear jobs
- 2.1 Identify the need to manually despatch a job
- 2.2 Communicate job details clearly to field staff
- 2.3 Enter job details into the appropriate work management system
3. Re-deploy field staff
- 3.1 Identify the need to redeploy resources according to agreed priority
- 3.2 Liaise with relevant stakeholders and team members
- 3.3 Deliver job to field staff in a timely manner
- 3.4 Maintain accurate records relating to resources and their deployment
4. Create and send communication to field staff
- 4.1 Identify need for communication and relevant customers
- 4.2 Create clear and concise communication according to business protocols
- 4.3 Check information for clarity and accuracy
- 4.4 Obtain appropriate approvals before sending communication
- 4.5 Coordinate and monitor responses to communications
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.
Job may include:
customer visits to provide services or to assess for service provision or sales
installation, maintenance and repair of products or services on customer site
work duties requiring travel to another site.
Resources may include:
personnel, including field operatives
products
tools and equipment
transport.
Manual despatch may include:
email
facsimile
message service
telephone call.
Job details may include:
details required to identify and specify the work to be undertaken
estimated work time and work required
name and address of customer or work site
payment details
special instructions.
Communication may include:
email
facsimile
telephone
transmission of work or job request electronically.
Business protocols may include:
approved business requirements for the use of communications and work requests
guidelines for completion of the necessary information in line with organisational policies, procedures and standards, and legislative and regulatory requirements.
Job may include:
customer visits to provide services or to assess for service provision or sales
installation, maintenance and repair of products or services on customer site
work duties requiring travel to another site.
Resources may include:
personnel, including field operatives
products
tools and equipment
transport.
Manual despatch may include:
facsimile
message service
telephone call.
Job details may include:
details required to identify and specify the work to be undertaken
estimated work time and work required
name and address of customer or work site
payment details
special instructions.
Communication may include:
facsimile
telephone
transmission of work or job request electronically.
Business protocols may include:
approved business requirements for the use of communications and work requests
guidelines for completion of the necessary information in line with organisational policies, procedures and standards, and legislative and regulatory requirements.
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:
communicate with customers, staff and management
demonstrate knowledge of business protocols and requirements, including legislative and regulatory requirements relating to deploying customer service field staff
use systems to enter, maintain and control job details.
Context of and specific resources for assessment
Assessment must ensure access to:
workplace information and data
real or simulated workplace to discuss customer experience
performance management and quality assurance documentation
relevant legislation and regulatory codes.
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
direct observation during actual calls and followup
internal and external customer feedback
review of quality assurance feedback
review of data entry and error reports
oral and/or written questioning to assess knowledge of business protocols and requirements, including regulatory and legislative requirements
analysis of implementation of continuous improvement strategies
review of actual performance against targets.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO301B Use multiple information systems
BSBCUS301B Deliver and monitor a service to customers.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
communicate with customers, staff and management
demonstrate knowledge of business protocols and requirements, including legislative and regulatory requirements relating to deploying customer service field staff
use systems to enter, maintain and control job details.
Context of and specific resources for assessment
Assessment must ensure access to:
workplace information and data
real or simulated workplace to discuss customer experience
performance management and quality assurance documentation
relevant legislation and regulatory codes.
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
direct observation during actual calls and followup
internal and external customer feedback
review of quality assurance feedback
review of data entry and error reports
oral and/or written questioning to assess knowledge of business protocols and requirements, including regulatory and legislative requirements
analysis of implementation of continuous improvement strategies
review of actual performance against targets.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO301B Use multiple information systems
BSBCUS301B Deliver and monitor a service to customers.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUI82 | BSBCUE302 | Deploy customer service field staff | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D691 | BSB30211 | Certificate III in Customer Contact | Qualification |