Manage customer contact information

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.


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.


Not applicable.

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 and longterm contact centre information system reports as required

Required Skills

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.

Evidence Required

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.

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


Contact pathwaysmay include:

automated call distribution (ACD) systems

contact management systems



internal transfers and escalations

interactive voice response (IVR)



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


other internal departments

own team

vendors and external contractors.


Stakeholder relations – contact centre operations

Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.