Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO602A Mapping and Delivery Guide
Manage customer contact information
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | BSBCCO602A - Manage customer contact information |
---|---|---|---|
Description | This unit describes the performance outcomes, skills and knowledge required to effectively manage customer contact information and the management information systems (MISs) used in a customer contact environment.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to the use, design and implementation of customer contact information and MISs. These systems are critical to the effective operation of contact centres. Managers design specific implementation programs within these systems including data collection, measurement types, patterns and reporting strategies, and manage the use of information obtained.Competence in this unit requires using MISs to produce accurate and relevant information and reporting that supports 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 work is undertaken by specialist staff or those with managerial responsibility, depending on the size and structure of the centre. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
||
Prerequisites/co-requisites | |||
Competency Field | Stakeholder Relations - Contact Centre Operations |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
---|---|---|---|---|---|---|---|---|
Elements of Competency | Performance Criteria | |||||||
Element: Select and set activity and transaction records and measurements |
| |||||||
Element: Collect data |
| |||||||
Element: Analyse MIS resulting from customer contact activities |
| |||||||
Element: Prepare and present information |
|