Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO605A Mapping and Delivery Guide
Develop and maintain a customer contact marketing strategy
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | BSBCCO605A - Develop and maintain a customer contact marketing strategy |
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Description | This unit describes the performance outcomes, skills and knowledge required to develop, maintain and promote a marketing strategy in a customer contact environment.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 applies to the establishment of a marketing strategy in a customer contact environment that has sales and marketing opportunities for either internal or external (outsource) stakeholders.Competence in this unit requires developing, implementing and reviewing a marketing strategy, and building strong relationships with all stakeholders. The effective use and development of systems, databases and reporting tools is also required.This role is undertaken by staff with managerial responsibility. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Apply sales and marketing principles to contact centre performance |
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Element: Initiate, evaluate and maintain a marketing database system |
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Element: Develop and evaluate customer service and retention strategies |
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Element: Analyse sales and customer activity results |
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