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Qualification details

ICT50102 - Diploma of Customer Contact Leadership (Release 1)

Summary

Usage recommendation:
Deleted
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.
Mapping:
MappingNotesDate
DeletedDeleted from ICT02 Telecommunications Training Package20/Jul/2011

Releases:
ReleaseRelease date
1 1 (this release) 08/Jan/2009

Delivery:
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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 columnUsage RecommendationSort Table listing Units of Competency by the Usage Recommendation columnEssentialSort Table listing Units of Competency by the Essential column
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ICTCC680A - Manage customer contact centre staffingManage customer contact centre staffingDeletedN/A
ICTCC473A - Analyse informationAnalyse informationDeletedN/A
ICTCC481A - Lead teams in a contact centreLead teams in a contact centreDeletedN/A
ICTCC480A - Provide leadership in a contact centreProvide leadership in a contact centreDeletedN/A
ICTCC412A - Implement continuous improvement in a contact centreImplement continuous improvement in a contact centreDeletedN/A
ICTCC620A - Configure and optimise customer contact technologyConfigure and optimise customer contact technologyDeletedN/A
ICTCC670A - Forecast and plan using call traffic information analysisForecast and plan using call traffic information analysisDeletedN/A
ICTCC471A - Acquire product or service knowledgeAcquire product or service knowledgeDeletedN/A
ICTCC682A - Develop a contact centre business planDevelop a contact centre business planDeletedN/A
ICTCC482A - Develop teams and individuals in a contact centreDevelop teams and individuals in a contact centreDeletedN/A
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Classifications

SchemeCodeClassification value
ANZSCO Identifier 541111 Call Or Contact Centre Team Leader 
ASCO (occupation type) Identifier 3399-79 Managing Supervisors (Sales And Service) Nec 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 
Qualification/Course Level of Education Identifier 421 Diploma 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 541111 Call Or Contact Centre Team Leader 08/Jan/2009 
ASCO (occupation type) Identifier 3399-79 Managing Supervisors (Sales And Service) Nec 08/Jan/2009 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 08/Jan/2009 
Qualification/Course Level of Education Identifier 421 Diploma 08/Jan/2009 
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