Qualification details

BSB20207 - Certificate II in Customer Contact (Release 1)


Usage recommendation:
Is superseded by BSB20211 - Certificate II in Customer ContactThis qualification replaces BSB20207 Certificate II in Customer Contact. Qualification updated. Total number of units reduced from 10 to 9 and core and elective units updated. Removal of management and sales units from the electives list and units incorporated for outbound customer contact and for product knowledge for customer service operations. Outcomes deemed NOT equivalent. 27/Nov/2011

Release Status:
ReleaseRelease date
1 1 (this release) 10/Mar/2009

Training packages that include this qualification

Units of competency


SchemeCodeClassification value
ANZSCO Identifier 541112 Call Or Contact Centre Operator 
ASCO (occupation type) Identifier 6191-11 Inquiry Clerk 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 
Qualification/Course Level of Education Identifier 521 Certificate II 
Taxonomy - Industry Sector N/A Financial Services,Wholesale Operations,Community Services,Education Administration,Advertising and Marketing,Customer Service,Retail Services 
Taxonomy - Occupation N/A Customer Service Assistant (Financial Services),Customer Service Representative,Receptionist,Telemarketer,Information Desk Clerk,Call Centre Operator,International Education Office Receptionist 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 541112 Call Or Contact Centre Operator 03/Sep/2008 
ASCO (occupation type) Identifier 6191-11 Inquiry Clerk 03/Sep/2008 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 03/Sep/2008 
Qualification/Course Level of Education Identifier 521 Certificate II 10/Mar/2009 
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Modification History

Not applicable.



This qualification reflects the role of individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge at an entry level role in a customer contact context. They work under direct supervision.

Job roles 

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

  • call or contact centre agent
  • customer service representative
  • telesales representative.

Pathways Information

Qualification pathways 

Entry requirements 

There are no entry requirements for this qualification.

Pathways into the qualification 

Preferred pathways for candidates considering this qualification include:

  • BSB10107 Certificate I in Business or other relevant qualification


  • with vocational experience assisting in a range of work settings without a formal business qualification.

Pathways from the qualification 

  • BSB30207 Certificate III in Customer Contact

Licensing/Regulatory Information

Licensing , legislative , regulatory or certification considerations 

There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.

Entry Requirements

Not applicable.

Employability Skills Summary


BSB20207 Certificate II in Customer Contact 

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill 

Industry or enterprise requirements for this qualification include :


  • listening and questioning to identify customer needs
  • writing customer notes, emails and faxes


  • referring matters to nominated personnel as required
  • working as a member of a team and applying knowledge of one's own role to achieve team goals
  • working with diverse persons and groups


  • searching product and service information, using multiple sources of information to match customer requests
  • using problem-solving approaches to identify customer needs

Initiative and enterprise

  • contributing to suggestions for improvements to products, services and processes

Planning and organising

  • maintaining customer records
  • operating multiple enterprise systems


  • managing own time and work priorities
  • managing personal stress


  • learning new ideas, skills and techniques
  • seeking appropriate technical help with new computerised systems, products and services


  • using electronic communication devices and processes, such as internet, intranet, telephony equipment, software packages, enterprise systems and email to action customer contact
  • using technology to assist the manipulation of information

Packaging Rules

Packaging Rules 

Total number of units  = 10 

7 core units plus 

3 elective units 

The 3 elective units  may be selected from the elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package at the same qualification level.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units 

BSBCCO201A Action customer contact

BSBCCO301A Use multiple information systems

BSBCMM201A Communicate in the workplace

BSBCUS301A Deliver and monitor a service to customers

BSBIND101A Work effectively in a contact centre environment

BSBITU101A Operate a personal computer

BSBOHS201A Participate in OHS processes

Elective units 

Contact centre operations 

BSBCCO202A Conduct data collection

BSBCCO302A Deploy customer service field staff

BSBCCO303A Conduct a telemarketing campaign

BSBCCO304A Provide sales solutions to customers

BSBCCO305A Process credit applications

BSBCCO306A Process complex accounts

Interpersonal communication 

BSBCMM301A Process customer complaints

Learning and development 

BSBLED301A Undertake e-learning


BSBMGT402A Implement operational plan

Product skills and advice 

BSBPRO301A Recommend products and services


BSBSLS407A Identify and plan sales prospects

BSBSLS408A Present, secure and support sales solutions


BSBSUS201A Participate in environmentally sustainable work practices

Workplace effectiveness 

BSBWOR201A Manage personal stress in the workplace

BSBWOR203A Work effectively with others

BSBWOR301A Organise personal work priorities and development

Imported units 

FNSICSAM301B Identify opportunities for cross selling products and services

ICAU1133B Send and retrieve information over the Internet using browsers and email

ICAU2006B Operate computing packages