Unit of competency Outline

Date retreived
23/07/2026 6:55 AM AWST

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Integrate customer engagement within the organisation

Integrate customer engagement within the organisation

Unit of competency
National Code
BSBCUE504
State Code
AUH77
TGA Status
Replaced
DTWD Status
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
80
Description
This unit describes the skills and knowledge required to fully integrate customer engagement to ensure customers maintain a high profile and significance within the organisation.It applies to individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies, and who will work closely with other members of an organisation and have a high degree of autonomy with managerial responsibility.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Identify and analyse interdependencies
  • 1.1 Identify interdependencies between engagement centre and other departments within the organisation
  • 1.2 Identify the degree of interdependence
  • 1.3 Map the flow of transactions and information between other departments and the engagement centre
2 Analyse value and service chain and identify gaps
  • 2.1 Develop value and service chain model
  • 2.2 Consult regularly with stakeholders
  • 2.3 Collect data to support chain continuity and gap identification
  • 2.4 Identify gaps in value and service chain
3 Prepare plan to close value and service chain gaps
  • 3.1 Identify service chain gaps within control of customer engagement operations
  • 3.2 Communicate other gaps to stakeholders and relevant parties
  • 3.3 Identify activities and resources needed to close gaps
  • 3.4 Prepare action plan
  • 3.5 Establish review and feedback process
  • 3.6 Develop internal networks to ensure sound communication across organisation
4 Integrate market intelligence capture into operations
  • 4.1 Consult with organisation marketing area or business unit
  • 4.2 Identify and agree on desired market intelligence
  • 4.3 Integrate data collection into engagement guidelines
  • 4.4 Integrate data-capture facilities into database
  • 4.5 Integrate information into existing engagement strategy and operations
5 Report market intelligence to other corporate departments
  • 5.1 Retrieve captured intelligence information
  • 5.2 Prepare market-intelligence reports
  • 5.3 Communicate information to relevant parties in an effective and timely manner
No information
No information
Replaces
State Code National Code Title Type
S8059 BSBCCO504A Integrate customer contact operations in the organisation Unit of competency
Replaced By
State Code National Code Title Type
OCE37 BSBOPS505 Manage organisational customer service Unit of competency