Assessment Requirements for BSBCUE602 Manage customer engagement information

Release: 1

Assessment Requirements for BSBCUE602 Manage customer engagement information

Modification History

Release	Comments
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence

Evidence of the ability to:

analyse the call centre business plan and budget

monitor and optimise customer contact information using a management information system

select and set activity and transaction records and measurements and develop testing procedures

monitor qualitative and quantitative data against the organisational standards to ensure it is accurate and correctly segmented or sorted

analyse and interpret data for trends and patterns

prepare and present both short-term and long-term call centre data to stakeholders

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.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

demonstrate knowledge of organisational call and other contact traffic management information systems

describe organisational budgetary requirements and principles

explain the organisational business plans and objectives

explain methods of collecting reliable information and data and commonly encountered problems, and strategies for overcoming such problems

explain organisational models and structures for managing customer contact information and the roles of key people

outline principles of electronic information management and methods of reporting information

explain organisational reporting requirements and methodology.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the stakeholder relations ‒ customer engagement field of work and include access to:

a management information system

information and databases for analysis activities

call centre guidelines and standards

call centre business plan and budget

stakeholder feedback

case studies and, where possible, real situations.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10