Qualification details

BSB20211 - Certificate II in Customer Contact (Release 2)

Summary

Releases:
ReleaseStatusRelease date
2 (this release)Current 18/Dec/2012
(View details for release 1) Replaced28/Nov/2011

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Superseded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Is superseded by and equivalent to BSB20215 - Certificate II in Customer EngagementUpdated to meet Standards for Training Packages. 24/Mar/2015

Training packages that include this qualification

Units of competency

CodeSort Table listing Units of Competency by the Code columnTitleSort Table listing Units of Competency by the Title columnEssential
BSBCCO203A - Conduct customer contactConduct customer contact Core
BSBCCO205A - Prepare for work in a customer contact environmentPrepare for work in a customer contact environment Core
BSBCCO301B - Use multiple information systemsUse multiple information systems Elective
BSBCCO305B - Process credit applicationsProcess credit applications Elective
BSBCCO308A - Conduct outbound customer contactConduct outbound customer contact Elective
BSBCCO309A - Develop product and service knowledge for customer contact operationDevelop product and service knowledge for customer contact operation Elective
BSBCMM201A - Communicate in the workplaceCommunicate in the workplace Core
BSBCMM301B - Process customer complaintsProcess customer complaints Elective
BSBCUS201B - Deliver a service to customersDeliver a service to customers Elective
BSBITU101A - Operate a personal computerOperate a personal computer Elective
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Classifications

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 

Comments 

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

Description

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: 

Communication

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

Teamwork

  • 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

Problem-solving

  • 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

Self-management

  • managing own time and work priorities
  • managing personal stress

Learning

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

Technology

  • 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

Training component details
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