Skill set details

BSBSS00034 - Basic Customer Engagement Skill Set (Release 3)


Usage recommendation:
The Deleted usage recommendation was implemented on 13 June 2017 to describe training components that have no replacement. Enrolments in training components and statements of attainment or qualifications issued before 13 June 2017 are valid. For any components marked as deleted after 13 June 2017, the applicable transition/teach-out periods apply. For specific questions regarding the enrolment, delivery or issuance of a statement of attainment/qualification, please contact your training regulator.
DeletedDeleted from BSB Business Services Training Package18/Oct/2020
Supersedes and is equivalent to BSBSS00002 - Basic Contact Centre Operations Skill SetUpdated to meet Standards for Training Package. Title changed to reflect industry practice24/Mar/2015

ReleaseRelease date
3 (this release) 27/Sep/2018
(View details for release 2) 14/Jan/2016
(View details for release 1) 25/Mar/2015

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Modification History



Release 3

This version first released with BSB Business Services Training Package Version 3.0.

Version created to update codes and titles in unit list.

Release 2

This version released with BSB Business Services Training Package Version 2.0.

Version created to update Pathways.

Release 1

This version first released with BSB Business Services Training Package Version 1.0.


This skill set is designed for persons who are seeking to enter the industry and require basic operator skills or are working in a customer engagement centre and require recognition of their current skills.

Pathways Information

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

  • BSB20215 Certificate II in Customer Engagement
  • BSB30215 Certificate III in Customer Engagement

Licensing/Regulatory Information

No licensing, legislative or certification requirements apply to this skill set at the time of publication.

Skill Set Requirements

BSBWHS201 Contribute to health and safety of self and others

BSBCUE205 Prepare for work in a customer engagement environment

BSBCUE203 Conduct customer engagement

BSBITU111 Operate a personal digital device

Target Group

Customer Engagement staff.

Suggested words for Statement of Attainment

These units of competency from the BSB Business Services Training Package meet basic competency requirements for operators in a customer engagement centre.