Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCCO202A Mapping and Delivery Guide
Conduct data collection

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBCCO202A - Conduct data collection
Description This unit describes the performance outcomes, skills and knowledge required to collect primary data for market research and opinion poll research activities by telephone or similar means.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit is applied in any customer contact environment that engages in market research and data collection activities by using the telephone.Competence in this unit requires demonstration of effective data collection within organisation guidelines, developing rapport with customers to ensure accuracy of data collected, and accurately recording data collected.Work is undertaken with some supervision and guidance.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field Stakeholder Relations - Contact Centre Operations
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Prepare for data collection
  • Study and clarify survey questions and call/contact guide
  • Discuss operational boundaries and fulfilment processes with relevant personnel
  • Review and develop a clear understanding of the relevant legislation, codes, regulations and standards that apply to contact
  • Develop proficiency in the use of the technology being utilised
  • Identify source of call targets
  • Review and develop a clear understanding of the calling strategy
       
Element: Conduct data collection for research/survey
  • Make calls in the most efficient manner possible
  • Follow the call/contact guide within operational boundaries
  • Establish customer availability and willingness to participate in research
  • Inform customer of survey details, purpose and approximate time survey will take
  • Accurately record customer responses
  • Answer customer queries or refer to appropriate person
  • Observe relevant legislation, codes, regulations and standards throughout contact
  • Undertake work in a manner that is safe to self and co-workers
       
Element: Record campaign results
  • Record outcomes and present results in accordance with policy
  • Record, report and action difficulties encountered in accordance with policy
  • Assess and analyse performance against agreed targets
  • Amend database where applicable
       


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:

meeting of agreed call/data collection targets

accurate application of prepared call guide

accurate recording of data

successful handling of difficulties incurred during campaign

knowledge of relevant legislation, 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

access to relevant legislation, standards and guidelines

access to 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 third party workplace reports of on-the-job performance by the candidate

review of documentation of actual performance against target

direct observation of adherence to call/contact 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:

BSBCCO201A Action customer contact.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

interpersonal skills to engage customer to effectively respond to survey

listening skills to identify when clarification is required or if customer is not sure of question or response

literacy skills to communicate effectively, to clearly articulate questions and to accurately record findings of survey

numeracy skills to accurately and efficiently read and manipulate data

self-management skills to remain enthusiastic and positive even after difficult contacts

time management skills to ensure call targets are achieved and work is prioritised.

Required knowledge

data collection techniques

design and requirements of good market surveys or research

enterprise policies, procedures and guidelines as they apply to customer contact and data collection

relevant legislation, codes, regulations and standards that apply to data collection

operational systems and technology employed in data collection.

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.

Call/contact guide may include:

call closing technique

call flow

features and benefits

greeting etiquette

product/service features

regulatory, legislative and organisational requirements

Operational boundaries may include:

discretion to deviate from call/contact guide

guidelines and parameters within which a telemarketer can operate

limits of interchange with the customer

mandatory and voluntary requirements

relevant regulatory, legislative and organisational requirements

Relevant legislation, codes, regulations and standards may include:

Consumer Credit Code

Do Not Call Register

equal employment opportunity and anti-discrimination legislation

Freedom of Information

industry specific codes, regulations and legislation

occupational health and safety legislation

Privacy Act

Trade Practices Act

Technology may include:

telecommunications (e.g. telephone, business system, PABX) - may be modified for use by people with a disability

interactive medium and information based (e.g. computer) - may be modified for use by people with a disability

Recording outcomes may include entry of data which may be:

on prepared form

paper-based

via electronic means e.g. computer

Database may include:

business directory

enterprise records

sales records

telephone directories

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
Study and clarify survey questions and call/contact guide 
Discuss operational boundaries and fulfilment processes with relevant personnel 
Review and develop a clear understanding of the relevant legislation, codes, regulations and standards that apply to contact 
Develop proficiency in the use of the technology being utilised 
Identify source of call targets 
Review and develop a clear understanding of the calling strategy 
Make calls in the most efficient manner possible 
Follow the call/contact guide within operational boundaries 
Establish customer availability and willingness to participate in research 
Inform customer of survey details, purpose and approximate time survey will take 
Accurately record customer responses 
Answer customer queries or refer to appropriate person 
Observe relevant legislation, codes, regulations and standards throughout contact 
Undertake work in a manner that is safe to self and co-workers 
Record outcomes and present results in accordance with policy 
Record, report and action difficulties encountered in accordance with policy 
Assess and analyse performance against agreed targets 
Amend database where applicable 

Forms

Assessment Cover Sheet

BSBCCO202A - Conduct data collection
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

BSBCCO202A - Conduct data collection

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: