Assessor Resource
BSBCCO602B
Manage customer contact information
Assessment tool
Version 1.0
Issue Date: April 2024
This unit applies to customer contact activity in a small, medium or large organisation.
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 manage customer contact information and the management information systems (MIS) used in a customer contact environment.
Managers design specific implementation programs within these systems, including data collection, measurement types and patterns, and reporting strategies, as well as managing the use of information obtained.
Competence in this unit requires using MIS to produce accurate and relevant information and reporting that support 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.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)