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Qualification details

BSB30207 - Certificate III in Customer Contact (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to BSB30211 - Certificate III in Customer ContactThis qualification replaces BSB30207 Certificate III in Customer Contact. Qualification updated. Number of core units reduced and revised to ensure they suit all industry sectors, particularly inbound centres. 27/Nov/2011

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

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 columnEssentialSort Table listing Units of Competency by the Essential column
BSBCCO202A - Conduct data collectionConduct data collection N/A
BSBCCO301A - Use multiple information systemsUse multiple information systems N/A
BSBCCO302A - Deploy customer service field staffDeploy customer service field staff N/A
BSBCCO303A - Conduct a telemarketing campaignConduct a telemarketing campaign N/A
BSBCCO304B - Provide sales solutions to customersProvide sales solutions to customers N/A
BSBCCO305A - Process credit applicationsProcess credit applications N/A
BSBCCO306A - Process complex accountsProcess complex accounts N/A
BSBCMM301A - Process customer complaintsProcess customer complaints N/A
BSBCUS301A - Deliver and monitor a service to customersDeliver and monitor a service to customers N/A
BSBLED301A - Undertake e-learningUndertake e-learning N/A
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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 514 Certificate III 
Taxonomy - Industry Sector N/A Local Government Administration,Customer Service,Financial Services,Wholesale Operations,Business Administration 
Taxonomy - Occupation N/A Senior Customer Service Representative,Call Centre Operator,Information Officer,Recycle Shop Salesperson,Customer Service Officer (Local Government),Customer Service Officer (Financial Services),Customer Service Officer,Client Contact Officer (Customer Service),Telemarketer,Information Services Officer 

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 514 Certificate III 10/Mar/2009 
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Modification History

Not applicable.

Description

Descriptor 

This qualification reflects the role of skilled operators who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.

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
  • senior customer service representative
  • telesales representative.

Pathways Information

Qualification pathways 

Entry requirements 

There are no entry requirements for this qualification.

Pathways into the qualification 

Candidates may enter the qualification through a number of entry points, including:

  • BSB20207 Certificate II in Customer Contact or other relevant qualification

or

  • with vocational experience assisting in a range of support roles without a formal business qualification.

Pathways from the qualification 

  • BSB40307 Certificate IV 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

EMPLOYABILITY SKILLS QUALIFICATION SUMMARY 

BSB30207 Certificate III 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 :

Communication

  • listening and questioning to identify customer needs
  • using appropriate tone and language
  • 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

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

Initiative and enterprise

  • contributing to suggestions for improvements to products, services and processes
  • supporting operational plan and organisation's goals

Planning and organising

  • maintaining customer records
  • managing and updating multiple information sources
  • operating multiple enterprise systems

Self-management

  • managing own performance
  • 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, 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  = 12 

6 core units plus 

6 elective units 

6 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.

Where elective units are selected from this Training Package or other accredited courses or Training Package qualifications, up to 2 of the 6 elective units  may be selected from a Certificate II or Certificate IV qualification.

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

Core units 

BSBCCO301A Use multiple information systems

BSBCUS301A Deliver and monitor a service to customers

BSBOHS301B Apply knowledge of OHS legislation in the workplace

BSBPRO401A Develop product knowledge

BSBWOR203A Work effectively with others

BSBWOR301A Organise personal work priorities and development

Elective units 

Contact centre operations 

BSBCCO202A Conduct data collection

BSBCCO302A Deploy customer service field staff

BSBCCO303A Conduct a telemarketing campaign

BSBCCO304B 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

Management 

BSBMGT401A Show leadership in the workplace

BSBMGT402A Implement operational plan

BSBMGT405A Provide personal leadership

Product skills and advice 

BSBPRO301A Recommend products and services

Sales 

BSBSLS407A Identify and plan sales prospects

BSBSLS408A Present, secure and support sales solutions

Sustainability 

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace effectiveness 

BSBWOR201A Manage personal stress in the workplace

Imported units 

FNSICCUS301B Respond to customer enquiries

FNSICSAM301B Identify opportunities for cross selling products and services