Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO602B Mapping and Delivery Guide
Manage customer contact information
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | BSBCCO602B - Manage customer contact information |
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Description | 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. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | 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. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. | ||
Competency Field |
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Select and set activity and transaction records and measurements |
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Element: Collect data |
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Element: Analyse MIS resulting from customer contact activities |
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Element: Prepare and present information |
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