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.
Elements and Performance Criteria
1. Select and set activity and transaction records and measurements
1.1 Analyse business plan and budget to identify relevant business information needs
1.2 Identify possible contact pathways
1.3 Identify measurement methods and MIS used in each step in contact pathway
1.4 Configure information systems to capture required measurements
1.5 Develop and implement testing procedures for transaction and call/contact pathway measurements
2. Collect data
2.1 Identify data-collection methods in information technology systems used
2.2 Monitor quantitative and qualitative data collection to ensure accuracy
2.3 Ensure data collection is segmented or sorted as required and provides the correct levels of information
3. Analyse MIS resulting from customer contact activities
3.1 Identify call/contact traffic and transaction patterns, and other trends and activities
3.2 Apply correct data analysis methodologies
3.3 Accurately interpret data
4. Prepare and present information
4.1 Identify stakeholders for contact centre information
4.2 Tailor contact centre information presentations for each stakeholder as appropriate
4.3 Present both short
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
research and data-collection skills to conduct comprehensive and accurate reporting
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.
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.
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
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
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.
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.
desired business outcomes
financial or budgetary targets
standards and guidelines
automated call distribution (ACD) systems
contact management systems
internal transfers and escalations
interactive voice response (IVR)
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.
other internal departments
vendors and external contractors.
Stakeholder relations – contact centre operations
This unit contains employability skills.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.