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Evidence Guide: BSBCCO204A - Collect data

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

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BSBCCO204A - Collect data

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare for data collection

  1. Study and clarify survey questions and contact guide
  2. Discuss operational boundaries and fulfilment processes with relevant personnel
  3. Develop a clear understanding of the relevant legislation, codes, regulations and standards that apply to contact
  4. Develop proficiency in the use of the technology being used
  5. Identify source of contact targets
  6. Review and develop a clear understanding of the contact strategy
Study and clarify survey questions and contact guide

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss operational boundaries and fulfilment processes with relevant personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a clear understanding of the relevant legislation, codes, regulations and standards that apply to contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop proficiency in the use of the technology being used

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify source of contact targets

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and develop a clear understanding of the contact strategy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct data collection for research/survey

  1. Make contacts in the most efficient manner possible, following the contact guide within operational boundaries
  2. Establish customer availability and willingness to participate in research
  3. Inform customer of survey details, purpose and approximate time survey will take
  4. Record customer responses
  5. Answer customer queries or refer or escalate appropriately
  6. Observe relevant codes and regulations throughout contact
Make contacts in the most efficient manner possible, following the contact guide within operational boundaries

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish customer availability and willingness to participate in research

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer of survey details, purpose and approximate time survey will take

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record customer responses

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Answer customer queries or refer or escalate appropriately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe relevant codes and regulations throughout contact

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record results

  1. Record outcomes and present results according to policy
  2. Record, report and action difficulties encountered according to policy
  3. Assess and analyse performance against agreed targets
  4. Amend database where applicable
Record outcomes and present results according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record, report and action difficulties encountered according to policy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess and analyse performance against agreed targets

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Amend database where applicable

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 data-collection targets

apply prepared contact guide

record data

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 third-party workplace reports of onthejob 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:

BSBCCO203A Conduct customer contact.

Required Skills and Knowledge

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:

comply with policies and procedures

seek learning and development opportunities

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

Required knowledge

data-collection 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.

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.