Assessor Resource

BSBCCO602A
Manage customer contact information

Assessment tool

Version 1.0
Issue Date: May 2024


This unit applies to the use, design and implementation of customer contact information and MISs. These systems are critical to the effective operation of contact centres. Managers design specific implementation programs within these systems including data collection, measurement types, patterns and reporting strategies, and manage the use of information obtained.

Competence in this unit requires using MISs to produce accurate and relevant information and reporting that supports the efficient running of the centre or business unit. It also requires knowledge of the requirements to design, implement, and tailor information systems to meet the changing needs of the environment.

This work is undertaken by specialist staff or those with managerial responsibility, depending on the size and structure of the centre.

This unit describes the performance outcomes, skills and knowledge required to effectively manage customer contact information and the management information systems (MISs) used in a customer contact environment.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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

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 following is essential:

analysis, development, use and management of information systems to provide reliable and appropriate information and reporting to support the effective operation of a customer contact environment

knowledge of call and other contact traffic MISs.

Context of and specific resources for assessment

Assessment must ensure:

access to workplace information and data

access to information and databases for analysis activities

access to relevant guidelines and standards

access to stakeholder feedback.

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 on-the-job performance by the candidate

review of business plan analysis and reporting needs

review of records of call pathways and related information systems

review of reports from information systems demonstrating a cohesive report plan

analysis of call traffic reports with reference to varying levels of contact centre operations

demonstration of reports tailored for different audiences

oral and/or written questioning to assess knowledge of business models and models for contact centres

review of ability to relate business plans and models to the information needs of an enterprise.

Guidance information for assessment

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

BSBCCO601A Optimise customer contact operations

BSBITA601A Configure and optimise customer contact technology.

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

analytical skills to interpret, report and recommend actions from complex data and information

attention to detail when making observations and recording outcomes

communication skills to conduct effective formal and informal meetings, and to communicate effectively with personnel at all levels

financial skills to manage budgetary resources

information technology skills to use information technology to organise and present data

interpersonal skills to establish rapport; to build relationships with clients, team members and stakeholders; to develop and participate in relevant networks

leadership skills to gain the trust and confidence of colleagues and clients

numeracy skills to effectively read, validate and interpret data

presentation skills to develop and present reports which deal with complex ideas and concepts, and to articulate information and ideas clearly

problem-solving skills to create innovative solutions to problems or challenges

research and data collection skills to conduct comprehensive and accurate reporting as required.

Required knowledge

budgetary requirements and principles

business plans and objectives

call and other contact traffic MISs

meeting and minute taking principles

methods of collecting reliable information and data; commonly encountered problems and strategies for overcoming such problems

organisational models and structures including key people

principles of electronic information management and methods of reporting information

reporting requirements and methodology.

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.

Business plan may include:

action plans

business objectives

desired business outcomes

financial or budgetary targets

standards and guidelines

targets

Call/contact pathways may include:

Automated Call Destribution (ACD) systems

contact management systems

email

facsimile

internal transfers and escalations

Interactive Voice Response (IVR)

letter

telephone

web-based contacts

MISs may include:

range of computer systems used in receiving, routing and reporting on contact centre communications traffic including the data generating and data recording components of telephone, ACD and IVR systems and any add on systems that integrate with these systems

Stakeholders may include:

centre staff

management

other internal departments

own team

vendors and external contactors

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
Analyse business plan and budget to identify relevant business information needs 
Identify all possible call/contact pathways 
Identify measurement methods and MISs used in each step in call/contact pathway 
Configure information systems to capture required measurements 
Develop and implement testing procedures for transaction and call/contact pathway measurements to ensure accuracy and reliability 
Identify data collection methods in all information technology systems used 
Monitor quantitative and qualitative data collection to ensure accuracy 
Ensure data collection is segmented or sorted as required and provides the correct levels of information 
Accurately interpret data 
Identify call/contact traffic and transaction patterns, and other trends and activities 
Apply correct data analysis methodologies 
Identify stakeholders for contact centre information 
Tailor contact centre information presentations for each stakeholder as appropriate 
Present both short- and long-term contact centre information system reports as required 

Forms

Assessment Cover Sheet

BSBCCO602A - Manage customer contact information
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

BSBCCO602A - Manage customer contact information

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: