Required skills

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

interpersonal skills to engage customer to effectively respond to survey

listening skills to identify when clarification is required or if customer is not sure of question or response

literacy skills to communicate effectively to clearly articulate questions and to accurately record findings of survey

numeracy skills to accurately and efficiently read and manipulate data

selfmanagement skills to remain enthusiastic and positive even after difficult contacts

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

Required knowledge

data collection techniques

design and requirements of good market surveys or research

enterprise policies procedures and guidelines as they apply to customer contact and data collection

relevant legislation codes regulations and standards that apply to data collection

operational systems and technology employed in data collection

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 following is essential

meeting of agreed calldata collection targets

accurate application of prepared call guide

accurate recording of data

successful handling of difficulties incurred during campaign

knowledge of relevant legislation 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

access to relevant legislation standards and guidelines

access to 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 callcontact 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

BSBCCOA Action customer contact

BSBCCO201A Action customer contact.

Call/contact guide may include:

Operational boundaries may include:

Relevant legislation, codes, regulations and standards may include:

Technology may include:

Recording outcomes may include entry of data which may be:

Database may include: