Modification History
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Release |
Comments |
|
Release 3 |
This version first released with BSB Business Services Training Package Version 5.0. Version created to update Elective Unit list. |
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Release 2 |
This qualification first released with BSB Business Services Training Package Version 3.0. Version created to update codes and titles in unit list. |
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Release 1 |
This qualification first released with BSB Business Services Training Package Version 1.0. |
Qualification Description
This qualification would apply to individuals with various job titles including contact centre managers, quality assurance officers, analysts, schedulers and customer contact managers.
Individuals in these roles would possess sound relationship management skills and be well-equipped to support a team. They would typically manage complex multi-channel customer interactions including training others and promoting continuous process improvements within an organisation.
Licensing/Regulatory Information
No licensing, legislative or certification requirements apply to this qualification at the time of publication.
Entry Requirements
Nil
Packaging Rules
Total number of units = 10
3 core units plus
7 elective units, of which:
- 2 units must be from Group A elective units below
- 5 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course
- up to 2 units may be from a Certificate IV level qualification.
Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
Core Units
BSBCUE504 Integrate customer contact operations in the organisation
BSBLED501 Develop a workplace learning environment
BSBMGT516 Facilitate continuous improvement
Elective Units
Group A
BSBAUD501 Initiate a quality audit
BSBCUE501 Develop business continuity strategy
BSBCUE502 Establish a multicentre
BSBCUE503 Manage data interrogation
BSBCUE601 Optimise customer engagement operations
BSBCUE602 Manage customer engagement information
BSBCUE603 Design and launch new customer engagement facilities
BSBCUE604 Develop and maintain a service level strategy
BSBCUE605 Develop and maintain a customer engagement marketing strategy
BSBCUE606 Forecast and plan using customer engagement traffic information analysis
BSBCUE607 Manage customer engagement centre staffing
BSBCUE608 Manage customer engagement operational costs
BSBCUS501 Manage quality customer service
BSBSLS501 Develop a sales plan
BSBSLS502 Lead and manage a sales team
Group B
BSBCUE403 Schedule customer engagement activity
BSBCUE407 Administer customer engagement technology
BSBCOM501 Identify and interpret compliance requirements
BSBCOM502 Evaluate and review compliance
BSBCOM503 Develop processes for the management of breaches in compliance requirements
BSBCOM601 Research compliance requirements and issues
BSBCOM602 Develop and create compliance requirements
BSBCOM603 Plan and establish compliance management systems
BSBDIV601 Develop and implement diversity policy
BSBHRM405 Support the recruitment, selection and induction of staff
BSBHRM512 Develop and manage performance-management processes
BSBHRM604 Manage employee relations
BSBINM501 Manage an information or knowledge management system
BSBINN502 Build and sustain an innovative work environment
BSBITA611 Configure and optimise customer contact technology
BSBLED502 Manage programs that promote personal effectiveness
BSBLDR801 Lead personal and strategic transformation
BSBMGT605 Provide leadership across the organisation
BSBMGT615 Contribute to organisation development
BSBMGT618 Develop a contact centre business plan
BSBMKG610 Develop, implement and monitor a marketing campaign
BSBWHS521 Ensure a safe workplace for a work area
BSBPUB504 Develop and implement crisis management plans
BSBRSK501 Manage risk
BSBSUS501 Develop workplace policy and procedures for sustainability
BSBWOR403 Manage stress in the workplace
BSBWOR502 Lead and manage team effectiveness
Qualification Mapping Information
Supersedes and is equivalent to BSB50311 Diploma of Customer Contact.
Links
Companion Volume Implementation Guides are available from VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10
