Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

Required Skills

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

selfmanagement skills to:

comply with policies and procedures

seek learning and development opportunities

timemanagement skills to ensure call targets are achieved and work is prioritised

Required knowledge

datacollection 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

Evidence Required

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 datacollection targets

apply prepared contact guide

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 thirdparty workplace reports of onthejob performance by the candidate

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 callcontact 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

BSBCCOA Conduct customer contact

BSBCCO203A Conduct customer contact.

Range Statement

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.