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Qualification Details

BSB50311 - Diploma of Customer Contact

Recognition of Prior Learning (RPL)

BSB50311 Diploma of Customer Contact Qualification is offered by Get Qualified Australia via our RTO partners using a combination of Recognition of Prior Learning (RPL) and Skills Recognition.

Wherever possible, the qualification will be fully assessed using your career experience without the need for further study. If required, gap training is available from our RTO partners.

Description

This qualification reflects the skills and knowledge required of individuals who typically manage complex multi-channel customer interactions; including tending to the training needs of others and promoting continuous process improvements, often in the capacity of a manager and with full authority to delegate.

Duties at this level may include all or some of the following functions: developing policy; making decisions and applying targets, such as KPIs; developing or contributing to organisational strategy; building capability and capacity within an organisation; coaching staff and handling complaints; scheduling and organising; interrogating systems; and building data capture processes.

Candidates undertaking this qualification require sound relationship management skills.

They may provide technical advice and support to a team.

Job roles 

Possible job roles relevant to this qualification include:

• contact centre manager
• customer contact segment manager
• quality assurance officer
• customer contact coach
• analyst
• scheduler
• complex enquiry customer contact manager.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

• Total number of units = 10

• 3 core units  plus

• 7 elective units  of which:

• 2 units must be from Group A elective units below

• the remaining 5 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course

• up to 2 units may be from a Certificate IV level qualification.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

Core units

BSBCCO504A Integrate customer contact operations in the organisation

BSBLED501A Develop a workplace learning environment

BSBMGT516C Facilitate continuous improvement

Elective units

Group A

BSBAUD501B Initiate a quality audit

BSBCCO501B Develop business continuity strategy

BSBCCO502A Establish a multicentre

BSBCCO503A Manage data interrogation

BSBCCO601B Optimise customer contact operations

BSBCCO602B Manage customer contact information

BSBCCO603B Design and launch new customer contact facilities

BSBCCO604B Develop and maintain a service level strategy

BSBCCO605B Develop and maintain a customer contact marketing strategy

BSBCCO606B Forecast and plan using customer contact traffic information analysis

BSBCCO607B Manage customer contact centre staffing

BSBCCO608B Manage customer contact operational costs

BSBCUS501C Manage quality customer service

BSBSLS501A Develop a sales plan

BSBSLS502A Lead and manage a sales team

Group B

BSBCCO403A Schedule customer contact activity

BSBCCO407A Administer customer contact technology

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

BSBCOM603C Plan and establish compliance management systems

BSBDIV601A Develop and implement diversity policy

BSBHRM405A Support the recruitment, selection and induction of staff

BSBHRM503B Manage performance management systems

BSBHRM604A Manage employee relations

BSBINM501A Manage an information or knowledge management system

BSBINN502A Build and sustain an innovative work environment

BSBITA601A Configure and optimise customer contact technology

BSBLED502A Manage programs that promote personal effectiveness

BSBLED701A Lead personal and strategic transformation

BSBMGT605B Provide leadership across the organisation

BSBMGT615A Contribute to organisation development

BSBMGT618A Develop a contact centre business plan

BSBMKG610A Develop, implement and monitor a marketing campaign

BSBWHS501A Ensure a safe workplace 

BSBPUB504A Develop and implement crisis management plans

BSBRSK501B Manage risk

BSBSUS501A Develop workplace policy and procedures for sustainability

BSBWOR403A Manage stress in the workplace

BSBWOR502B Ensure team effectiveness

Licencing Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Employability Skills

The following 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.

Industry/enterprise requirements for this qualification include: 

Communication

• transferring information centre's operational plans, goals, new products and services to team and project members
• reading and interpreting a range of reports and information
• writing team and 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 products, services and processes
• supporting operational plans and organisational 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 to support team management, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email
• using technology to assist the manipulation of information and to maximise performance

Pathway Information

Pathways into the qualification 

Preferred pathway for candidates considering this qualification include:

• BSB40312 Certificate IV in Customer Contact or other relevant qualifications
• vocational experience assisting in a range of support roles without a formal business qualification.

Pathways from the qualification 

• BSB60407 Advanced Diploma of Management or a range of other Advanced Diploma qualifications.