Elements and Performance Criteria
- Select and set activity and transaction records and measurements
- 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
- Collect data
- Analyse MIS resulting from customer contact activities
- Prepare and present information