Qualification details

BSB30211 - Certificate III 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Superseded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 and is equivalent to BSB30207 - 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
Is superseded by and equivalent to BSB30215 - Certificate III in Customer EngagementUpdated to meet Standards for Training Packages. 24/Mar/2015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 Elective
BSBCCO204A - Collect dataCollect data Elective
BSBCCO301B - Use multiple information systemsUse multiple information systems Core
BSBCCO302B - Deploy customer service field staffDeploy customer service field staff Elective
BSBCCO303B - Conduct a telemarketing campaignConduct a telemarketing campaign Elective
BSBCCO304C - Provide sales solutions to customersProvide sales solutions to customers Elective
BSBCCO305B - Process credit applicationsProcess credit applications Elective
BSBCCO306B - Process complex accountsProcess complex accounts Elective
BSBCCO307A - Work effectively in customer contactWork effectively in customer contact Core
BSBCCO308A - Conduct outbound customer contactConduct outbound customer contact 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 514 Certificate III 
Taxonomy - Industry Sector N/A Customer Service,Business Administration,Public Administration,Local Government Administration,Financial Services 
Taxonomy - Occupation N/A Client Contact Officer (Customer Service),Information Services Officer,Telemarketer,Customer Service Officer,Information Officer,Senior Customer Service Representative,Call Centre Operator 

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 514 Certificate III 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 BSB30207 Certificate III in Customer Contact.

Description

This qualification reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate.

Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.

Job roles 

Possible job roles relevant to this qualification include:

  • customer contact agents or operators
  • customer services representatives
  • telesales representatives.

Pathways Information

Pathways into the qualification 

Preferred pathway for candidates considering this qualification include:

  • BSB20211 Certificate II in Customer Contact or other relevant qualifications

OR

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

Pathways from the qualification 

  • BSB40311 Certificate IV in Customer Contact or a range of other Certificate IV 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
  • 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 expectations

Initiative and enterprise

  • contributing to suggestions for improvements to products, services and processes
  • supporting operational plans and organisational 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 to action customer contact, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email
  • using technology to assist the manipulation of information

Packaging Rules

Total number of units = 12 

4 core units  plus 

8 elective units  of which:

  • 2 units must be from Group A elective units below
  • the remaining 6 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.

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 

BSBCCO301B Use multiple information systems

BSBCCO307A Work effectively in customer contact

BSBCCO309A Develop product and service knowledge for customer contact operation

BSBCUS301B Deliver and monitor a service to customers

Elective units 

Group A 

BSBCCO203A Conduct customer contact

BSBCCO204A Collect data

BSBCCO302B Deploy customer service field staff

BSBCCO303B Conduct a telemarketing campaign

BSBCCO304C Provide sales solutions to customers

BSBCCO305B Process credit applications

BSBCCO306B Process complex accounts

BSBCCO308A Conduct outbound customer contact

BSBCCO403A Schedule customer contact activity

BSBCMM301B Process customer complaints

BSBITU203A Communicate electronically

BSBITU307A Develop keyboarding speed and accuracy

BSBLED301A Undertake elearning

BSBWOR203B Work effectively with others

BSBWOR301B Organise personal work priorities and development

Group B 

BSBMGT401A Show leadership in the workplace

BSBMGT402A Implement operational plan

BSBMGT405A Provide personal leadership

BSBSLS407A Identify and plan sales prospects

BSBSLS408A Present, secure and support sales solutions

BSBSUS301A Implement and monitor environmentally sustainable work practices

BSBWHS201A Contribute to health and safety of self and others

BSBWHS302A Apply knowledge of WHS legislation in the workplace

BSBWOR201A Manage personal stress in the workplace

FNSSAM301A Identify opportunities for cross-selling products and services

ICAICT209A Interact with ICT clients

ICASAS204A Record client support requirements

ICASAS305A Provide IT advice to clients

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