Unit of competency Outline
Date retreived
22/07/2026 9:56 PM AWST
22/07/2026 9:56 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.
Conduct data collection
Conduct data collection
Unit of competency
National Code
BSBCCO202A
BSBCCO202A
State Code
D0609
D0609
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
01/12/2011
Field of Education
080505 - Marketing
Original Release Date
01/12/2011
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to collect primary data for market research and opinion poll research activities by telephone or similar means.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Prepare for data collection
- 1.1. Study and clarify survey questions and call/contact guide
- 1.2. Discuss operational boundaries and fulfilment processes with relevant personnel
- 1.3. Review and 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 utilised
- 1.5. Identify source of call targets
- 1.6. Review and develop a clear understanding of the calling strategy
2. Conduct data collection for research/survey
- 2.1. Make calls in the most efficient manner possible
- 2.2. Follow the call/contact guide within operational boundaries
- 2.3. Establish customer availability and willingness to participate in research
- 2.4. Inform customer of survey details, purpose and approximate time survey will take
- 2.5. Accurately record customer responses
- 2.6. Answer customer queries or refer to appropriate person
- 2.7. Observe relevant legislation, codes, regulations and standards throughout contact
- 2.8. Undertake work in a manner that is safe to self and co-workers
3. Record campaign results
- 3.1. Record outcomes and present results in accordance with policy
- 3.2. Record, report and action difficulties encountered in accordance with policy
- 3.3. Assess and analyse performance against agreed targets
- 3.4. Amend database where applicable
call closing technique
call flow
features and benefits
greeting etiquette
product/service features
regulatory, legislative and organisational requirements
discretion to deviate from call/contact guide
guidelines and parameters within which a telemarketer can operate
limits of interchange with the customer
mandatory and voluntary requirements
relevant regulatory, legislative and organisational requirements
Consumer Credit Code
Do Not Call Register
equal employment opportunity and anti-discrimination legislation
Freedom of Information
industry specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act
telecommunications (e.g. telephone, business system, PABX) - may be modified for use by people with a disability
interactive medium and information based (e.g. computer) - may be modified for use by people with a disability
on prepared form
paper-based
via electronic means e.g. computer
business directory
enterprise records
sales records
telephone directories
call flow
features and benefits
greeting etiquette
product/service features
regulatory, legislative and organisational requirements
discretion to deviate from call/contact guide
guidelines and parameters within which a telemarketer can operate
limits of interchange with the customer
mandatory and voluntary requirements
relevant regulatory, legislative and organisational requirements
Consumer Credit Code
Do Not Call Register
equal employment opportunity and anti-discrimination legislation
Freedom of Information
industry specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act
telecommunications (e.g. telephone, business system, PABX) - may be modified for use by people with a disability
interactive medium and information based (e.g. computer) - may be modified for use by people with a disability
on prepared form
paper-based
via electronic means e.g. computer
business directory
enterprise records
sales records
telephone directories
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
meeting of agreed call/data collection targets
accurate application of prepared call guide
accurate recording of data
successful handling of difficulties incurred during campaign
knowledge of relevant legislation, 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
access to relevant legislation, standards and guidelines
access to 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-the-job performance by the candidate
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:
BSBCCO201A Action customer contact.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
meeting of agreed call/data collection targets
accurate application of prepared call guide
accurate recording of data
successful handling of difficulties incurred during campaign
knowledge of relevant legislation, 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
access to relevant legislation, standards and guidelines
access to 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-the-job performance by the candidate
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:
BSBCCO201A Action customer contact.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| C5396 | ICTCC270A | Conduct data collection | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| S8040 | BSBCCO204A | Collect data | Unit of competency |
