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Qualification details

BSB50307 - Diploma of Customer Contact (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to BSB50311 - Diploma of Customer ContactThis qualification replaces BSB50307 Diploma of Customer Contact.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
BSBCCO501A - Develop business continuity strategiesDevelop business continuity strategiesN/A
ICAA5056B - Prepare disaster recovery and contingency plansPrepare disaster recovery and contingency plansN/A
BSBCCO605A - Develop and maintain a customer contact marketing strategyDevelop and maintain a customer contact marketing strategyN/A
BSBCOM602B - Develop and create compliance requirementsDevelop and create compliance requirementsN/A
BSBCOM601B - Research compliance requirements and issuesResearch compliance requirements and issuesN/A
BSBCCO401A - Administer customer contact telecommunications technologyAdminister customer contact telecommunications technologyN/A
BSBITA601A - Configure and optimise customer contact technologyConfigure and optimise customer contact technologyN/A
BSBLED502A - Manage programs that promote personal effectivenessManage programs that promote personal effectivenessN/A
BSBCCO607A - Manage customer contact centre staffingManage customer contact centre staffingN/A
BSBHRM503A - Manage performance management systemsManage performance management systemsN/A
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Classifications

SchemeCodeClassification value
ANZSCO Identifier 541111 Call Or Contact Centre Team Leader 
ASCO (occupation type) Identifier 3392-11 Customer Service Manager 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 
Qualification/Course Level of Education Identifier 421 Diploma 
Taxonomy - Industry Sector N/A Business Administration,Customer Service,Retail Management,Advertising and Marketing 
Taxonomy - Occupation N/A Call Centre Team Leader,Customer Service Team Leader,Sales Manager,Campaign Manager,Scheduler,Project Director,Advertising Account Manager,Analyst,Printing Business and Sales Manager 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 541111 Call Or Contact Centre Team Leader 03/Sep/2008 
ASCO (occupation type) Identifier 3392-11 Customer Service Manager 03/Sep/2008 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 03/Sep/2008 
Qualification/Course Level of Education Identifier 421 Diploma 10/Mar/2009 
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Modification History

Not applicable.

Description

Descriptor 

This qualification reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of a team.

Job Roles 

  • Analyst
  • Campaign Manager
  • Project Manager
  • Quality Assurance/Compliance Officer
  • Scheduler
  • Subject Matter Expert/Coach
  • Team Leader (experienced)
  • Team Supervisor/Manager.

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:

  • BSB40307 Certificate IV 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:

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

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

Pathways from the qualification 

After achieving this qualification candidates may undertake:

  • BSB60307 Advanced 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 

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
  • presenting information in a variety of formats
  • 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 in cross organisational teams
  • working with diverse persons and groups

Problem-solving

  • analysing information, statistics and reports
  • identifying quality and process improvements

Initiative and enterprise

  • implementing improvements, systems and processes
  • implementing operational plan to support organisation's goals

Planning and organising

  • developing team/project 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  = 10 

6 core units  plus

4 elective units 

The 4 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.

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

Core units 

Contact Centre Operations 

BSBCCO601A Optimise customer contact operations

Information Management 

BSBINM501A Manage an information or knowledge management system

Innovation 

BSBINN502A Build and sustain an innovative work environment

Management 

BSBMGT516C Facilitate continuous improvement

Workplace Effectiveness 

BSBWOR502B Ensure team effectiveness

Imported Units 

FNSICORG515B Provide mentoring and coaching within the workplace

Elective units 

Compliance 

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

BSBCOM501B Identify and interpret compliance requirements

BSBCOM502B Evaluate and review compliance

BSBCOM503B Develop processes for the management of breaches in compliance requirements

BSBCOM601B Research compliance requirements and issues

BSBCOM602B Develop and create compliance requirements

BSBCOM603B Plan and establish compliance management systems

Contact Centre Operations 

BSBCCO401A Administer customer contact telecommunications technology

BSBCCO402A Gather, collate and record information

BSBCCO501A Develop business continuity strategies

BSBCCO602A Manage customer contact information

BSBCCO603A Design and launch new customer contact facilities

BSBCCO604A Develop and maintain a service level strategy

BSBCCO605A Develop and maintain a customer contact marketing strategy

BSBCCO606A Forecast and plan using customer contact traffic information analysis

BSBCCO607A Manage customer contact centre staffing

BSBCCO608A Manage customer contact operational costs

BSBCCO609A Integrate customer contact operations within the organisation

Customer Service 

BSBCUS401A Coordinate implementation of customer service strategies

Diversity 

BSBDIV601A Develop and implement diversity policy

General Administration 

BSBADM407B Administer projects

Human Resource Management 

BSBHRM402A Recruit, select and induct staff

BSBHRM503A Manage performance management systems

BSBHRM505A Manage remuneration and employee benefits

BSBHRM506A Manage recruitment, selection and induction processes

BSBHRM507A Manage separation or termination

BSBHRM509A Manage rehabilitation or return-to-work programs

BSBHRM604A Manage employee relations

IT Analysis and Design 

BSBITA601A Configure and optimise customer contact technology

Learning and Development 

BSBLED502A Manage programs that promote personal effectiveness

BSBLED701A Lead personal and strategic transformation

Management 

BSBMGT405A Provide personal leadership

BSBMGT605B Provide leadership across the organisation

BSBMGT615A Contribute to organisation development

BSBMGT618A Develop a contact centre business plan

Marketing 

BSBMKG610A Develop, implement and monitor a marketing campaign

Occupational Health and Safety 

BSBOHS509A Ensure a safe workplace

Project Management 

BSBPMG501A Manage application of project integrative processes

BSBPMG502A Manage project scope

BSBPMG503A Manage project time

BSBPMG504A Manage project costs

BSBPMG505A Manage project quality

BSBPMG506A Manage project human resources

BSBPMG507A Manage project communications

BSBPMG508A Manage project risk

BSBPMG509A Manage project procurement

BSBPMG510A Manage projects

Public Relations 

BSBPUB504A Develop and implement crisis management plans

Quality Auditing 

BSBAUD501B Initiate a quality audit

Risk Management 

BSBRSK501A Manage risk

Sales 

BSBSLS502A Lead and manage a sales team

Sustainability 

BSBSUS501A Develop workplace policy and procedures for sustainability

Workplace Effectiveness 

BSBWOR403A Manage stress in the workplace

Imported Units 

ICAA5056B Prepare disaster recovery and contingency plans

ICAA6149B Implement quality assurance processes for business solutions

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.

Campaign Manager 

6 core units  plus

4 elective units 

  • BSBCCO605A Develop and maintain a customer contact marketing strategy
  • BSBMKG610A Develop, implement and monitor a marketing campaign
  • BSBSLS502A Lead and manage a sales team
  • THHGCS06B Plan and implement sales activities

Project Manager 

6 core units  plus

4 elective units  selected from:

  • BSBADM409A Coordinate business resources
  • BSBPMG501A Manage application of project integrative processes
  • BSBPMG502A Manage project scope
  • BSBPMG503A Manage project time
  • BSBPMG504A Manage project costs
  • BSBPMG505A Manage project quality
  • BSBPMG506A Manage project human resources
  • BSBPMG507A Manage project communications
  • BSBPMG508A Manage project risk
  • BSBPMG509A Manage project procurement
  • BSBPMG510A Manage projects