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Evidence Guide: BSBCCO602B - Manage customer contact information

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!

From the Wiki University

 

BSBCCO602B - Manage customer contact information

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

Select and set activity and transaction records and measurements

  1. Analyse business plan and budget to identify relevant business information needs
  2. Identify possible contact pathways
  3. Identify measurement methods and MIS used in each step in contact pathway
  4. Configure information systems to capture required measurements
  5. Develop and implement testing procedures for transaction and call/contact pathway measurements
Analyse business plan and budget to identify relevant business information needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify possible contact pathways

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify measurement methods and MIS used in each step in contact pathway

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Configure information systems to capture required measurements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and implement testing procedures for transaction and call/contact pathway measurements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collect data

  1. Identify data-collection methods in information technology systems used
  2. Monitor quantitative and qualitative data collection to ensure accuracy
  3. Ensure data collection is segmented or sorted as required and provides the correct levels of information
Identify data-collection methods in information technology systems used

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor quantitative and qualitative data collection to ensure accuracy

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure data collection is segmented or sorted as required and provides the correct levels of information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse MIS resulting from customer contact activities

  1. Identify call/contact traffic and transaction patterns, and other trends and activities
  2. Apply correct data analysis methodologies
  3. Accurately interpret data
Identify call/contact traffic and transaction patterns, and other trends and activities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply correct data analysis methodologies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accurately interpret data

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare and present information

  1. Identify stakeholders for contact centre information
  2. Tailor contact centre information presentations for each stakeholder as appropriate
  3. Present both short and longterm contact centre information system reports as required
Identify stakeholders for contact centre information

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Tailor contact centre information presentations for each stakeholder as appropriate

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present both short and longterm contact centre information system reports as required

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:

develop, use, analyse and manage information systems to provide reliable and appropriate information and reporting to support the effective operation of a customer contact environment

demonstrate knowledge of call and other contact traffic MIS.

Context of and specific resources for assessment

Assessment must ensure access to:

information and databases for analysis activities

relevant guidelines and standards

stakeholder feedback.

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 business plan analysis and reporting needs

review of records of call pathways and related information systems

review of reports from information systems demonstrating a cohesive report plan

analysis of call traffic reports with reference to varying levels of contact centre operations

demonstration of reports tailored for different audiences

oral and/or written questioning to assess knowledge of business models and models for contact centres

review of ability to relate business plans and models to the information needs of an enterprise.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

BSBCCO601B Optimise customer contact operations.

Required Skills and Knowledge

Required skills

analytical skills to interpret, report and recommend actions from complex data and information

communication skills to:

communicate effectively with personnel and clients at all levels

conduct effective formal and informal meetings

interpersonal skills to:

establish rapport and build relationships with clients, team members and stakeholders

develop and participate in relevant networks

leadership skills to gain the trust and confidence of colleagues and clients

numeracy skills to:

manage budgetary resources

read, validate and interpret data

presentation skills to:

articulate information and ideas clearly

develop and present reports that deal with complex ideas and concepts

problemsolving skills to create innovative solutions to problems or challenges

research and data-collection skills to conduct comprehensive and accurate reporting

selfmanagement skills to:

comply with policies and procedures

pay attention to detail when making observations and recording outcomes

seek learning and development opportunities

technology skills to:

organise and present data

use information technology.

Required knowledge

budgetary requirements and principles

business plans and objectives

call and other contact traffic MIS

meeting and minute taking principles

methods of collecting reliable information and data and commonly encountered problems, and strategies for overcoming such problems

organisational models and structures for managing customer contact information and the roles of key people

principles of electronic information management and methods of reporting information

reporting requirements and methodology.

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.

Business planmay include:

action plans

business objectives

desired business outcomes

financial or budgetary targets

standards and guidelines

targets.

Contact pathwaysmay include:

automated call distribution (ACD) systems

contact management systems

email

facsimile

internal transfers and escalations

interactive voice response (IVR)

letter

telephone

webbased contacts.

MISmay include:

range of computer systems used in receiving, routing and reporting on contact centre communications traffic, including:

data generating and data recording components of telephone, ACD and IVR systems

add-on systems that integrate with these systems.

Stakeholdersmay include:

centre staff

management

other internal departments

own team

vendors and external contractors.