Assessor Resource

BSBCUE602
Manage customer engagement information

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the skills and knowledge required to manage customer engagement information and the management information systems (MIS) used in a customer engagement environment.

It applies to individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.

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

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



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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Select and set activity and transaction records and measurements

1.1 Analyse business plan and budget to identify relevant business information needs

1.2 Identify possible contact pathways

1.3 Identify measurement methods and MIS used in each step in engagement pathway

1.4 Configure information systems to capture required measurements

1.5 Develop and implement testing procedures for transaction and call/engagement pathway measurements

2 Collect data

2.1 Identify data collection methods in information technology systems used

2.2 Monitor quantitative and qualitative data collection to ensure accuracy

2.3 Ensure data collection is segmented or sorted as required and provides the correct levels of information

3 Analyse MIS resulting from customer contact activities

3.1 Identify call/engagement traffic and transaction patterns and other trends and activities

3.2 Apply correct data analysis methodologies

3.3 Accurately interpret data

4 Prepare and present information

4.1 Identify stakeholders for engagement centre information

4.2 Tailor engagement centre information presentations for each stakeholder as appropriate

4.3 Present both short and long-term engagement centre information system reports as required


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.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1 Select and set activity and transaction records and measurements

1.1 Analyse business plan and budget to identify relevant business information needs

1.2 Identify possible contact pathways

1.3 Identify measurement methods and MIS used in each step in engagement pathway

1.4 Configure information systems to capture required measurements

1.5 Develop and implement testing procedures for transaction and call/engagement pathway measurements

2 Collect data

2.1 Identify data collection methods in information technology systems used

2.2 Monitor quantitative and qualitative data collection to ensure accuracy

2.3 Ensure data collection is segmented or sorted as required and provides the correct levels of information

3 Analyse MIS resulting from customer contact activities

3.1 Identify call/engagement traffic and transaction patterns and other trends and activities

3.2 Apply correct data analysis methodologies

3.3 Accurately interpret data

4 Prepare and present information

4.1 Identify stakeholders for engagement centre information

4.2 Tailor engagement centre information presentations for each stakeholder as appropriate

4.3 Present both short and long-term engagement centre information system reports as required

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 possible contact pathways 
Identify measurement methods and MIS used in each step in engagement pathway 
Configure information systems to capture required measurements 
Develop and implement testing procedures for transaction and call/engagement pathway measurements 
Identify data collection methods in 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 
Identify call/engagement traffic and transaction patterns and other trends and activities 
Apply correct data analysis methodologies 
Accurately interpret data 
Identify stakeholders for engagement centre information 
Tailor engagement centre information presentations for each stakeholder as appropriate 
Present both short and long-term engagement centre information system reports as required 

Forms

Assessment Cover Sheet

BSBCUE602 - Manage customer engagement 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

BSBCUE602 - Manage customer engagement 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: