Application
This unit describes the skills and knowledge required to manage customer engagement information and the management information systems (MIS) used in a customer engagement environment.
It applies to individuals who analyse, design and execute judgements using wide-ranging technical, creative, conceptual or managerial competencies and who are often accountable for group outcomes.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
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 engagement pathway 1.4 Configure information systems to capture required measurements 1.5 Develop and implement testing procedures for transaction and call/engagement 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/engagement 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 engagement centre information 4.2 Tailor engagement centre information presentations for each stakeholder as appropriate 4.3 Present both short |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 2.1, 2.3, 3.2, 3.3 | Recognises and interprets textual information to establish processes and confirm understanding Identifies, analyses and evaluates complex textual information to accurately test data |
Writing | 4.3 | Prepares information which incorporates specialised language in a format and style appropriate to a specific audience |
Oral Communication | 4.2 | Presents information to a range of audiences using appropriate structure and language Uses questioning and active listening to clarify or confirm understanding |
Numeracy | 1.1, 1.3, 2.1, 2.2, 2.3, 3.1, 3.2, 3.3 | Extracts, evaluates and compares numerical information Applies mathematical methodologies and calculations to analyse, test and interpret data |
Navigate the world of work | 1.1 | Considers own role in terms of its contribution to broader goals of the work environment |
Interact with others | 4.2-4.3 | Demonstrates an understanding of what to communicate, with whom and how when presenting information to stakeholders |
Get the work done | 1.1-1.5, 2.1-2.3, 3.1, 4.1 | Sequences and schedules complex activities, monitors implementation and manages relevant communication Systematically analyses data and information to identify and evaluate alternative strategies and resources and decide on appropriate options Uses digital tools to access, analyse and organise complex data |
Sectors
Stakeholder relations – Customer engagement