Assessor Resource

BSBCCO204A
Collect data

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies in customer contact environments that engage in market research and data-collection activities using the telephone.

This work is undertaken with some supervision and guidance.

This unit describes the performance outcomes, skills and knowledge required to collect primary data for market research and opinion poll research activities by telephone or similar means.

Competence in this unit requires demonstration of effective data collection within organisational guidelines, developing rapport with customers to ensure the accuracy of data collected, and accurately recording data collected.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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:

meet agreed data-collection targets

apply prepared contact guide

record data

demonstrate knowledge of relevant organisational codes, regulations and standards that apply to data collection.

Context of and specific resources for assessment

Assessment must ensure access to:

workplace information and data

relevant standards and guidelines

performance management and quality assurance documentation and records.

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 documentation of actual performance against target

direct observation of adherence to call/contact guide

review of accuracy and quality of data recorded

direct observation of dealing with difficult contact

review of quality assurance records.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCCO203A Conduct customer contact.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

interpersonal skills to engage customer to effectively respond to survey

communication skills to:

communicate effectively

identify when clarification is required or if customer is not sure of question or response

literacy skills to:

clearly articulate questions

record findings of survey

numeracy skills to read and manipulate data

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

time-management skills to ensure call targets are achieved and work is prioritised.

Required knowledge

data-collection techniques

good market surveys or research practice

enterprise policies, procedures and guidelines as they apply to customer contact and data collection

relevant regulations and standards that apply to data collection

operational systems and technology employed in data collection.

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.

Contact guidemay include:

contact closing technique

contact flow

features and benefits of product or service

greeting etiquette

multichannel contact

regulatory and organisational requirements.

Operational boundariesmay include:

discretion to deviate from call/contact guide

guidelines and parameters within which a telemarketer can operate

limits of contact with the customer

mandatory and voluntary requirements of data collection

relevant regulatory and organisational requirements.

Relevant legislation, codes, regulations and standardsmay include:

Consumer Credit Code

Do Not Call Register

equal employment opportunity and antidiscrimination legislation

freedom of information

industry-specific codes, regulations and legislation

occupational health and safety legislation

Privacy Act

Trade Practices Act/Competition and Consumer Act

Technologymay be modified for use by people with a disability and may include:

telecommunications (e.g. telephone, business system)

computer systems

interactive medium

social networking websites, such as Facebook and Myspace.

Recording outcomesmay include entry of data which may be:

on prepared forms

paperbased

via electronic means, such as computer.

Databasemay include:

business directories

enterprise records

sales records

telephone directories.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Study and clarify survey questions and contact guide 
Discuss operational boundaries and fulfilment processes with relevant personnel 
Develop a clear understanding of the relevant legislation, codes, regulations and standards that apply to contact 
Develop proficiency in the use of the technology being used 
Identify source of contact targets 
Review and develop a clear understanding of the contact strategy 
Make contacts in the most efficient manner possible, following the contact guide within operational boundaries 
Establish customer availability and willingness to participate in research 
Inform customer of survey details, purpose and approximate time survey will take 
Record customer responses 
Answer customer queries or refer or escalate appropriately 
Observe relevant codes and regulations throughout contact 
Record outcomes and present results according to policy 
Record, report and action difficulties encountered according to policy 
Assess and analyse performance against agreed targets 
Amend database where applicable 

Forms

Assessment Cover Sheet

BSBCCO204A - Collect data
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCCO204A - Collect data

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: