Qualification details

BSB20211 - Certificate II in Customer Contact (Release 2)


Usage recommendation:
Supersedes BSB20207 - 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
Is superseded by and equivalent to BSB20215 - Certificate II in Customer EngagementUpdated to meet Standards for Training Packages. 24/Mar/2015

ReleaseRelease date
2 (this release) 18/Dec/2012
(View details for release 1) 28/Nov/2011

Units of competency

CodeSort Table listing Units of Competency by the Code columnTitleSort Table listing Units of Competency by the Title columnUsage RecommendationSort Table listing Units of Competency by the Usage Recommendation columnEssentialSort Table listing Units of Competency by the Essential column
ICAICT203A - Operate application software packagesOperate application software packagesSupersededElective
BSBCCO308A - Conduct outbound customer contactConduct outbound customer contactSupersededElective
BSBCCO203A - Conduct customer contactConduct customer contactSupersededCore
BSBCCO301B - Use multiple information systemsUse multiple information systemsSupersededElective
BSBLED301A - Undertake e-learningUndertake e-learningSupersededElective
BSBCMM301B - Process customer complaintsProcess customer complaintsSupersededElective
BSBWOR201A - Manage personal stress in the workplaceManage personal stress in the workplaceSupersededElective
BSBCCO305B - Process credit applicationsProcess credit applicationsSupersededElective
BSBCCO205A - Prepare for work in a customer contact environmentPrepare for work in a customer contact environmentSupersededCore
ICAICT103A - Use, communicate and search securely on the internetUse, communicate and search securely on the internetSupersededElective
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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,Customer Service,Retail Services,Advertising and Marketing,Education Administration,Community Services 
Taxonomy - Occupation N/A Customer Service Representative 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 541112 Call Or Contact Centre Operator 12/Apr/2012 
ASCO (occupation type) Identifier 6191-11 Inquiry Clerk 12/Apr/2012 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 12/Apr/2012 
Qualification/Course Level of Education Identifier 521 Certificate II 28/Nov/2011 
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Modification History



Release 2

New release of this Qualification with BSB07 Business Services Training Package version 7.0.

BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent.

Release 1

This version first released with BSB07 Business Training Package version 6.0.

Replaces BSB20207 Certificate II in Customer Contact


This qualification reflects the role of individuals who typically interact with customers under direct supervision and with limited authority to delegate.

Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, and capturing data.

Job roles  

Possible job roles relevant to this qualification include:

  • customer contact assistants or operators.

Pathways Information

Pathways into the qualification 

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

Pathways from the qualification 

  • BSB30211 Certificate III in Customer Contact or a range of other Certificate III qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

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/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 and expectations

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, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email to action customer contact
  • using technology to assist the manipulation of information

Packaging Rules

Total number of units = 9 

3 core units  plus 

6 elective units  of which:

  • 3 units must be from the elective units below
  • the remaining 3 units may be from the elective units below, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.

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 

BSBCCO203A Conduct customer contact

BSBCCO205A Prepare for work in a customer contact environment

BSBCMM201A Communicate in the workplace

Elective units 

BSBCCO301B Use multiple information systems

BSBCCO305B Process credit applications

BSBCCO308A Conduct outbound customer contact

BSBCCO309A Develop product and service knowledge for customer contact operation

BSBCMM301B Process customer complaints

BSBCUS201B Deliver a service to customers

BSBITU101A Operate a personal computer

BSBITU203A Communicate electronically

BSBLED301A Undertake elearning

BSBWHS201A Contribute to health and safety of self and others

BSBWOR201A Manage personal stress in the workplace

BSBWOR203B Work effectively with others

ICAICT103A Use, communicate and search securely on the internet

ICAICT203A Operate application software packages