Modification History
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Release |
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Release 1 |
This version first released with BSB07 Business Training Package version 6.0 |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to manage data interrogation from a variety of sources, including database systems.
It is expected that someone undertaking this unit would have a detailed knowledge of, and experience in, customer service systems and procedures. Competence in this unit requires preparing, undertaking and recording relevant and required details of information collected according to organisational, legislative and regulatory requirements. It also requires efficient use of technology suitable for this activity.
Application of the Unit
This unit applies to frontline managers, including team leaders and supervisors, responsible for the management of a customer service system and customer service standards.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
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Element |
Performance Criteria |
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Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
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1. Provide guidance to interrogate data |
1.1 Identify information sources 1.2 Assist personnel to collect and record information according to legislation, policy and procedures 1.3 Assist personnel to collate, sort and analyse collected information in relation to the purpose for which it is being obtained |
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2. Assist personnel to interrogate data |
2.1 Identify information that is to be analysed and identify analysis methodology and analysis processes 2.2 Assist personnel to reduce and describe subject to support the development of interpretations 2.3 Review the appropriateness of the reduced information according to organisational processes 2.4 Inform personnel how to archive information not used in the reduction and description processes for future reference 2.5 Implement supervisory processes and checks and measures to ensure work is completed within time available |
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3. Provide suitable training and assessment opportunities |
3.1 Identify learners' personal skill gaps 3.2 Provide appropriate on-the-job training opportunities to fill identified skill gaps and improve work performance 3.3 Provide opportunities for personnel to ask questions and seek clarification on training and work performance matters 3.4 Provide assistance to personnel to ensure compliance with organisational requirements and to access suitable training and assessment |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit.
Required skills
- analytical skills to analyse information and data
- communication skills to:
- communicate with staff and stakeholders
- use questioning and listening skills to understand and resolve issues raised
- interpersonal skills to:
- establish rapport and build relationships with customers, team members and stakeholders
- establish relevant networks
- literacy skills to:
- prepare and compile statements and reports on complex concepts and ideas
- write and interpret instructions
- numeracy skills to test assumptions, taking the context of data and circumstances into account
- planning and organising skills to manage own tasks within required timeframes
- presentation skills to articulate information and ideas
- problem-solving skills to find innovative solutions to problems that arise
- risk assessment and management skills to:
- cover problems and challenges that may arise
- monitor an organisation’s compliance with service level targets
- self-management skills to:
- manage self and others
- seek learning and development opportunities
- technology skills to organise, manage and analyse data.
Required knowledge
- benchmarking principles
- customer expectations and processes for determining customer satisfaction with level of service
- industry standards, best practice and regulatory requirements for service levels
- organisational structure and key stakeholders
- information types and their sources
- procedures and security measures for accessing, storing, retrieving and sharing data from databases
- range of contact data available and technology functionality and reporting capability
- rights of individuals in relation to statement compilation
- use of evidence of contact recording technology.
Evidence Guide
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.
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the ability to:
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Context of and specific resources for assessment |
Assessment must ensure access to:
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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:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
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.
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Information sources may include: |
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Information may include: |
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Analysis may include: |
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Analysis methodology may include: |
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Analysis processes may include: |
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Reduced information may include: |
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Reduction and description processes must include: |
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Supervisory processes may include: |
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Time available may include: |
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Training may include: |
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Unit Sector(s)
Stakeholder relations – contact centre operations
Custom Content Section
Not applicable.
