Unit of competency Outline
Date retreived
22/07/2026 2:40 PM AWST
22/07/2026 2:40 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.
Collect data
Collect data
Unit of competency
National Code
BSBCCO204A
BSBCCO204A
State Code
S8040
S8040
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
20/12/2011
Field of Education
080505 - Marketing
Original Release Date
20/12/2011
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.Competence in this unit requires demonstration of effective data collection within organisational guidelines, developing rapport with customers to ensure the accuracy of data collected, and accurately recording data collected.
Notes
Elements and Performance Criteria
1. Prepare for data collection
- 1.1 Study and clarify survey questions and contact guide
- 1.2 Discuss operational boundaries and fulfilment processes with relevant personnel
- 1.3 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 used
- 1.5 Identify source of contact targets
- 1.6 Review and develop a clear understanding of the contact strategy
2. Conduct data collection for research/survey
- 2.1 Make contacts in the most efficient manner possible, following the contact guide within operational boundaries
- 2.2 Establish customer availability and willingness to participate in research
- 2.3 Inform customer of survey details, purpose and approximate time survey will take
- 2.4 Record customer responses
- 2.5 Answer customer queries or refer or escalate appropriately
- 2.6 Observe relevant codes and regulations throughout contact
3. Record results
- 3.1 Record outcomes and present results according to policy
- 3.2 Record, report and action difficulties encountered according to policy
- 3.3 Assess and analyse performance against agreed targets
- 3.4 Amend database where applicable
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.
Contact guidemay include:
contact closing technique
contact flow
features and benefits of product or service
greeting etiquette
multichannel contact
regulatory and organisational requirements.
Operational boundariesmay include:
discretion to deviate from call/contact guide
guidelines and parameters within which a telemarketer can operate
limits of contact with the customer
mandatory and voluntary requirements of data collection
relevant regulatory and organisational requirements.
Relevant legislation, codes, regulations and standardsmay include:
Consumer Credit Code
Do Not Call Register
equal employment opportunity and antidiscrimination legislation
freedom of information
industry-specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act/Competition and Consumer Act
Technologymay be modified for use by people with a disability and may include:
telecommunications (e.g. telephone, business system)
computer systems
interactive medium
social networking websites, such as Facebook and Myspace.
Recording outcomesmay include entry of data which may be:
on prepared forms
paperbased
via electronic means, such as computer.
Databasemay include:
business directories
enterprise records
sales records
telephone directories.
Contact guidemay include:
contact closing technique
contact flow
features and benefits of product or service
greeting etiquette
multichannel contact
regulatory and organisational requirements.
Operational boundariesmay include:
discretion to deviate from call/contact guide
guidelines and parameters within which a telemarketer can operate
limits of contact with the customer
mandatory and voluntary requirements of data collection
relevant regulatory and organisational requirements.
Relevant legislation, codes, regulations and standardsmay include:
Consumer Credit Code
Do Not Call Register
equal employment opportunity and antidiscrimination legislation
freedom of information
industry-specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act/Competition and Consumer Act
Technologymay be modified for use by people with a disability and may include:
telecommunications (e.g. telephone, business system)
computer systems
interactive medium
social networking websites, such as Facebook and Myspace.
Recording outcomesmay include entry of data which may be:
on prepared forms
paperbased
via electronic means, such as computer.
Databasemay include:
business directories
enterprise records
sales records
telephone directories.
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:
meet agreed data-collection targets
apply prepared contact guide
record data
demonstrate knowledge of relevant organisational 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
relevant standards and guidelines
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 onthejob 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:
BSBCCO203A Conduct customer contact.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
meet agreed data-collection targets
apply prepared contact guide
record data
demonstrate knowledge of relevant organisational 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
relevant standards and guidelines
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 onthejob 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:
BSBCCO203A Conduct customer contact.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0609 | BSBCCO202A | Conduct data collection | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUI20 | BSBCUE204 | Collect data | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D691 | BSB30211 | Certificate III in Customer Contact | Qualification |