Unit of competency Outline
Date retreived
23/07/2026 4:29 PM AWST
23/07/2026 4:29 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Manage customer contact information
Manage customer contact information
Unit of competency
National Code
BSBCCO602B
BSBCCO602B
State Code
S8061
S8061
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/12/2011
Field of Education
080901 - Secretarial And Clerical Studies
Original Release Date
20/12/2011
Nominal Hours
80
Description
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.
Notes
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
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
targets.
Contact pathwaysmay include:
automated call distribution (ACD) systems
contact management systems
email
facsimile
internal transfers and escalations
interactive voice response (IVR)
letter
telephone
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
management
other internal departments
own team
vendors and external contractors.
Business planmay include:
action plans
business objectives
desired business outcomes
financial or budgetary targets
standards and guidelines
targets.
Contact pathwaysmay include:
automated call distribution (ACD) systems
contact management systems
facsimile
internal transfers and escalations
interactive voice response (IVR)
letter
telephone
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
management
other internal departments
own team
vendors and external contractors.
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.
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.
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUL94 | BSBCUE602 | Manage customer engagement information | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D693 | BSB50311 | Diploma of Customer Contact | Qualification |
| D184 | BSB60407 | Advanced Diploma of Management | Qualification |