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Qualification details

BSB40307 - Certificate IV in Customer Contact (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to BSB40311 - Certificate IV in Customer ContactThis qualification replaces BSB40307 Certificate IV in Customer Contact. Qualification updated. Number of core units reduced and revised to cover the training needs of inbound centres. 27/Nov/2011

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

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
BSBCOM401B - Organise and monitor the operation of compliance management systemOrganise and monitor the operation of compliance management systemN/A
BSBWOR401A - Establish effective workplace relationshipsEstablish effective workplace relationshipsN/A
BSBCCO401A - Administer customer contact telecommunications technologyAdminister customer contact telecommunications technologyN/A
BSBINN301A - Promote innovation in a team environmentPromote innovation in a team environmentN/A
BSBLED401A - Develop teams and individualsDevelop teams and individualsN/A
FNSICORG515B - Provide mentoring and coaching within the workplaceProvide mentoring and coaching within the workplaceN/A
BSBWOR403A - Manage stress in the workplaceManage stress in the workplaceN/A
CHCPOL3A - Undertake research activitiesUndertake research activitiesN/A
BSBMGT401A - Show leadership in the workplaceShow leadership in the workplaceN/A
BSBRES401A - Analyse and present research informationAnalyse and present research informationN/A
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Classifications

SchemeCodeClassification value
ANZSCO Identifier 541111 Call Or Contact Centre Team Leader 
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 511 Certificate IV 
Taxonomy - Industry Sector N/A Advertising and Marketing,Retail Management,Human Resource Management,Business Administration,Customer Service,Local Government Administration 
Taxonomy - Occupation N/A Customer Service Team Leader,Call Centre Analyst,Customer Service Officer (Local Government),Sales Team Manager,Sales Administrator,Call Centre Scheduler,Analyst,Scheduler,Call Centre Team Leader,Roster Clerk 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 541111 Call Or Contact Centre Team Leader 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 511 Certificate IV 10/Mar/2009 
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Modification History

Not applicable.

Description

Descriptor 

This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Job Roles 

  • Analyst
  • Quality Assurance Coordinator or Manager
  • Scheduler
  • Subject Matter Expert/Coach
  • Team Leader.

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:

  • BSB30207 Certificate III in Customer Contact or other relevant qualification/s

OR

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

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

  • Call/Contact Centre Agent
  • Customer Service Representative
  • Senior Customer Service Representative
  • Telesales Representative.

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification 

After achieving the BSB40307 Certificate IV in Customer Contact, candidates may undertake:

  • BSB50307 Diploma of Customer Contact.

Licensing/Regulatory Information

Licensing , Legislative , Regulatory or Certification Considerations 

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

Entry Requirements

Not applicable.

Employability Skills Summary

EMPLOYABILITY SKILLS QUALIFICATION SUMMARY 

Qualification Code and Title 

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

  • having the ability to transfer information centre's operational plan, goals, new products and services to team/project members
  • reading and interpreting a range of reports and information
  • writing team/project plans, documents and reports

Teamwork

  • developing a team culture and identity
  • managing a team and applying knowledge of one's own role to achieve team goals
  • working with diverse persons and groups

Problem-solving

  • analysing information and reports
  • dealing with complex customer complaints and escalations
  • working through alternatives and improvements

Initiative and enterprise

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

Planning and organising

  • developing team plans
  • managing learning and development plans for team members
  • planning team resources, targets and performance levels

Self-management

  • managing own performance and motivating others
  • managing own time and work priorities
  • managing stress in the workplace

Learning

  • learning new ideas, skills and techniques
  • providing appropriate information on systems, products and services to team members

Technology

  • using electronic communication devices and processes i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email to support team management
  • using technology to assist the manipulation of information and to maximise performance

(Technology requirements may be modified for people with a disability)

Packaging Rules

Packaging Rules 

Total number of units  = 13 

7 core units  plus

The 6 elective units  may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level.

Where elective units are being chosen from other Training Packages or accredited courses up to 2  of the 6 elective  units may be selected from Certificate III or Diploma qualifications. The remaining 4 elective  units must be chosen from equivalent level qualifications.

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

Core units 

Contact Centre Operations 

BSBCCO402A Gather, collate and record information

Customer Service 

BSBCUS401A Coordinate implementation of customer service strategies

Learning and Development 

BSBLED401A Develop teams and individuals

Management 

BSBMGT403A Implement continuous improvement

BSBMGT405A Provide personal leadership

Occupational Health and Safety 

BSBOHS407A Monitor a safe workplace

Imported Units 

FNSICORG515B Provide mentoring and coaching within the workplace

Elective units 

Compliance 

BSBCOM401B Organise and monitor the operation of compliance management system

BSBCOM402B Implement processes for the management of a breach in compliance requirements

BSBCOM403B Provide education and training on compliance requirements and systems

BSBCOM404B Promote and liaise on compliance requirements, systems and related issues

Contact Centre Operations 

BSBCCO401A Administer customer contact telecommunications technology

Human Resource Management 

BSBHRM402A Recruit, select and induct staff

Information Management 

BSBINM401A Implement workplace information system

Innovation 

BSBINN301A Promote innovation in a team environment

Management 

BSBMGT401A Show leadership in the workplace

BSBMGT402A Implement operational plan

Project Management 

BSBPMG404A Apply quality management techniques

BSBPMG407A Apply risk management techniques

BSBPMG510A Manage projects

Sales 

BSBSLS501A Develop a sales plan

BSBSLS502A Lead and manage a sales team

Sustainability 

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness 

BSBWOR401A Establish effective workplace relationships

BSBWOR403A Manage stress in the workplace

Imported Units 

CHCINF5B Meet statutory and organisational information requirements

CHCPOL3A Undertake research activities

PSPPM402B Manage simple projects

Selecting Elective Units for Different Outcomes 

The context for this qualification varies and this must guide the selection of elective units. An example of appropriate elective units for a particular outcome follows.

Analyst 

7 core units  plus:

  • BSBPMG404A Apply quality management techniques
  • BSBPMG407A Apply risk management techniques
  • BSBRES401A Analyse and present research information
  • CHCINF5B Meet statutory and organisational information requirements

Scheduler 

7 core units  plus:

  • BSBADM409A Coordinate business resources
  • CHCPOL3A Undertake research activities
  • THHGLE05B Roster staff

Quality Assurance Coordinator or Manager 

7 core units  plus:

  • CHCINF5B Meet statutory and organisational information requirements