Skill set details

BSBSS00002 - Basic Contact Centre Operations Skill Set (Release 3)


ReleaseStatusRelease date
3 (this release)Current 18/Dec/2012
(View details for release 2) Replaced28/Nov/2011
(View details for release 1) Replaced10/Mar/2009

Usage recommendation:
Is superseded by and equivalent to BSBSS00034 - Basic Customer Engagement Skill SetUpdated to meet Standards for Training Package. Title changed to reflect industry practice 24/Mar/2015

Training packages that include this skill set

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Modification History



Release 3 

New release of this Skill Set released with version 7 of BSB07 Business Services Training Package.

Updated unit BSBOHS201A to BSBWHS201A Contribute to health and safety of self and others.

Release 2 

New release of this Skill Set released with version 6 of BSB07 Business Services Training Package.

Updated unit code.


Not applicable.

Pathways Information

These units of competency provide credit towards a range of qualifications, including:

BSB20211 Certificate II in Customer Contact

BSB30211 Certificate III in Customer Contact.

Licensing/Regulatory Information

Not applicable.

Skill Set Requirements


Contribute to health and safety of self and others


Prepare for work in a customer contact environment


Conduct customer contact


Operate a personal computer

Target Group

This Skill Set is designed for persons who are seeking to enter the industry and require basic operator skills or are working in a contact centre and require recognition of their current skills.

Suggested words for Statement of Attainment

These units of competency from the BSB07 Business Services Training Package meet basic competency requirements for operators in a contact centre.

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