Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Reprogram multichannel system software

1.1 Confirm details of request for system changes with relevant stakeholders

1.2 Select appropriate reprogramming methods

1.3 Implement procedures for reprogramming multichannel systems

1.4 Check and confirm outcome of reprogramming against initial request

1.5 Initiate action to address reprogramming requirements

2 Produce system reports

2.1 Confirm purpose and details of report type

2.2 Generate system reports effectively and efficiently

2.3 Modify system reports, where necessary, to meet stakeholder requirements

2.4 Distribute reports to target audience in a timely manner

2.5 Clarify and explain report details to target audience as required

3 Manage multichannel system faults

3.1 Identify system faults and select best repair options

3.2 Escalate faults if necessary and in a timely manner

3.3 Implement fault repair and monitor repair progress closely

3.4 Select and implement contingency plans according to procedures

Skill 

Performance 

Criteria 

Description 

Reading

1.4

• Recognises and interprets textual information to compare request with process outcomes

Writing

2.2, 2.5, 3.4

• Prepares detailed information incorporating industry specific language in a format and style appropriate to a specific audience

Oral Communication

1.1, 1.4, 2.1, 2.5

• Elicits information and confirms requirements of others using active listening and questioning

Numeracy

2.2, 2.3, 2.5

• Uses mathematical calculations to check, interpret and confirm results of system tests

Navigate the world of work

3.4

• Takes responsibility for implementation of necessary plans in compliance with organisational procedures

Interact with others

1.1, 2.1, 2.5

• Selects and uses appropriate conventions and protocols when communicating with internal and external stakeholders about customer contact systems

Get the work done

1.1-1.5, 2.1,

2.2-2.4, 3.1-3.4

• Accepts responsibility for planning and sequencing complex reprogramming tasks and workload and manages relevant communication
• Applies problem-solving processes to identify and repair routine and non-routine system faults, and monitors progress to identify the need for, and type of, contingency plan
• Understands key principles and concepts underpinning design and operation of digital telecommunication systems and tools and applies these to identify faults and generate reports
• Uses a range of digital tools and applications to access and filter data, and extract, organise, integrate and share system information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBCUE407 Administer customer engagement technology

BSBCCO407A Administer customer-contact technology

Updated to meet Standards for Training Packages

Name changed to reflect industry practice

Equivalent unit

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.