Application
This unit applies in customer contact environments that engage in market research and data-collection activities using the telephone.
This work is undertaken with some supervision and guidance.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Prepare for data collection | 1.1 Study and clarify survey questions and contact guide 1.2 Discuss operational boundaries and fulfilment processes with relevant personnel 1.3 Develop a clear understanding of the relevant legislation, codes, regulations and standards that apply to contact 1.4 Develop proficiency in the use of the technology being used 1.5 Identify source of contact targets 1.6 Review and develop a clear understanding of the contact strategy |
2. Conduct data collection for research/survey | 2.1 Make contacts in the most efficient manner possible, following the contact guide within operational boundaries 2.2 Establish customer availability and willingness to participate in research 2.3 Inform customer of survey details, purpose and approximate time survey will take 2.4 Record customer responses 2.5 Answer customer queries or refer or escalate appropriately 2.6 Observe relevant codes and regulations throughout contact |
3. Record results | 3.1 Record outcomes and present results according to policy 3.2 Record, report and action difficulties encountered according to policy 3.3 Assess and analyse performance against agreed targets 3.4 Amend database where applicable |
Required Skills
Required skills
interpersonal skills to engage customer to effectively respond to survey
communication skills to:
communicate effectively
identify when clarification is required or if customer is not sure of question or response
literacy skills to:
clearly articulate questions
record findings of survey
numeracy skills to read and manipulate data
self
comply with policies and procedures
seek learning and development opportunities
time-management skills to ensure call targets are achieved and work is prioritised.
Required knowledge
data-collection techniques
good market surveys or research practice
enterprise policies, procedures and guidelines as they apply to customer contact and data collection
relevant regulations and standards that apply to data collection
operational systems and technology employed in data collection.
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: meet agreed data-collection targets apply prepared contact guide record data demonstrate knowledge of relevant organisational 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 relevant standards and guidelines 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 on review of documentation of actual performance against target direct observation of adherence to call/contact 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: BSBCCO203A Conduct customer contact. |
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.
Contact guide | contact closing technique contact flow features and benefits of product or service greeting etiquette multichannel contact regulatory and organisational requirements. |
Operational boundaries | discretion to deviate from call/contact guide guidelines and parameters within which a telemarketer can operate limits of contact with the customer mandatory and voluntary requirements of data collection relevant regulatory and organisational requirements. |
Relevant legislation, codes, regulations and standards | Consumer Credit Code Do Not Call Register equal employment opportunity and anti freedom of information industry-specific codes, regulations and legislation occupational health and safety legislation Privacy Act Trade Practices Act/Competition and Consumer Act |
Technology | telecommunications (e.g. telephone, business system) computer systems interactive medium social networking websites, such as Facebook and Myspace. |
Recording outcomes | on prepared forms paper via electronic means, such as computer. |
Database | business directories enterprise records sales records telephone directories. |
Sectors
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.